Corey Reed Email & Phone Number

With over 4 years of experience in the contact center industry, I am a passionate and driven management information analyst who specializes in artificial intelligence and automation. My mission is to improve customer service and satisfaction by using chat and phone bot systems to deflect inbound inquiries and empower customer self-service. I work at ECSI, a global payments company that provides innovative solutions for higher education institutions and their students.In my current role, I am responsible for compiling, monitoring, and delivering performance reports, creating and testing workflows, and reviewing QA and CSAT feedback. I also collaborate cross-departmentally to discover and implement new internal processes based on department needs while meeting compliance standards. I use cost analysis to determine ROI for future enhancements and leverage my skills in customer service, communication, and business intelligence to optimize the bot systems using conversational AI

Listed skills include Leadership, Microsoft Office, Microsoft Word, Research, and 6 others.

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  Robert Morris University

  Finance, General