Daneece Sheldon Email & Phone Number

Brunswick, Ga, Us

United States

Build strong partnerships while ensuring your business has everything needed not only to create better experiences, but also drive effective utilization of Calabrio products and services. Let me help you be a CALABRIO POWER USER and create strategies that work, Calabrio has a solution for it!Drive adoption of products and services for all platform features WFM, QM, AnalyticsPartner with internal Calabrio experts providing consulting, sales, and demonstration of productConsultative style and approach for both internal and external customers with heavy emphasis on QM and analytic features of C1 platformCross-function partnership for global accounts in APAC, EMEA, and US to deploy and define QM program, analytic processes, and overall RCA for managed accountsPresent global stakeholders with options to expand current programs highly focused on data management, analytics, and QMDirectly engaged with all levels of business mapping, decision maker analysis, and progressive strategies to implement and execute action plansCalabrio tier one support troubleshooting and platform administration

Miramar, Florida, United States

Manage and supervise Spirit Airlines QM team along with global BPO partners for APAC, Mexico, and AfricaCreate and implement QM initiatives that highlight the customer experience while monitoring initiative effectiveness, and establish improvement plans for immediate successTrain internal and external leadership on C1 platform for admin, QM, dashboard and analytical acumen for process alignment Oversee QM team for data collection, train team to prepare analytic reports, and provide trend analysis for executive leadershipCreate, train, and update analytics dashboard for executive leadership and implementation across global CS organizationPartner with global stakeholders to ensure alignment of internal and external QM process and successful outcomesTransform raw data into business insights that “tell a story” of the customer journey for business strategies and decision making process.Partnered with IT, BPO, and executive leadership for post call survey and C1 analytic integration efforts to glean additional CX insights

Brunswick, Georgia, United States

● Manage a global team of Quality Analysts including the Americas and APAC, fluctuating from 20 to 40+ depending on the season● Identify and analyze large structured and unstructured data sets with an emphasis on Quality and Customer Experience for Radial Clients and internal stakeholders. Analysis includes post interaction survey data, phonetics, speech to text, and sentiment.● Presentation of analysis output across a range of stake holders including clients, executive level leadership, and Operations leadership● Update shared drive for trends, statistics, productivity, and efficiencies for each Supervisor group based on client analysis● Subject matter expert in Coaching Playbook, Sentiment Analysis, QA, and creating intensives based on analytic outcomes and recommendations● Business communications for process improvements, implementing changes across the entire Customer Service organization● Cross-functional partnership to define and deploy standard QA program across a Global Customer Service organization● Review and evaluate all calls based on needs of the business and determine proper processes for training and agent advocacy● Execute ad hoc analysis and data extractions requested by and in support of various clients and teams within the business. ● Calabrio platform co-administrator and Tier 1 troubleshooting support.

Hanover, Maryland, United States

• Performed needs assessment for employee engagement while maintaining all tracking data for Leadership• Responsible for the developmental and execution of employee engagement but not limited to employee communication, special events, contest, center initiatives, and Northeast Area alignment of center activities• Center point of contact for all business visitors, and initiatives as it pertains to employee engagement• Responsible for all center budget programs for initiatives that require additional headcount• Update & maintain schedules, attrition, headcount & team seating/sizing for new hires and those returning to work • Update, create, manage, and review all communications for Hanover Employee Experience & coordinate special events for Hanover• Support the Emergency Response team providing communication to HR, Leadership, and all front-line employees• Engage Leadership to encourage positive morale, while creating Hanover initiatives to maintain a partnership between Sups, Associate Directors, and front-line employees• POC for Career Progression, NE Area Culture Team, Special Events, Team alignment & Hanover’s scheduling• Keep all center employee’s engagement activities and resources consistent and current with the NE Area initiatives• Partner with vendors, and other departments to provide additional support to center: Asurion Insurance, Samsung, Marketing, Headquarters Intranet Management, Business and Government partners• Create, implement center initiatives and material support, correspondence, spreadsheets, event expense reports, budgets, and team participation• Provide support for day of event for set up/clean up, seating, participation tracking, manage onsite and offsite event support• Lead for all center initiatives: Tools for School, Coats for Care, Domestic Violence Awareness, Heart Health Awareness, Phone Recycle Program• Manage Associate Director and Consultant credit cards, invoices, billing, accounts receivable and payables

Hanover, Maryland, United States

Facilitate new hire Performance Management orientation and Management Meetings for process improvement of Performance Management.• Generate monthly report for Performance Improvement, Success Trainings, & Career Progression.• Review, Develop, & Coach reps accordingly in regard to Quality Assurance scores & behaviors• Manage time to successfully meet targets & handle multiple priorities simultaneously and ensure follow-through to completion• Identify opportunities to better our business while working with Leadership, HR, & NE Area to develop process improvements for Performance Improvement, Career Progression, & Success Training.• Provide month over month trending reports to assist HR, NE Area Training, & Hanover Leadership Team• Improved overall Monthly Completion Success Rate by 20%• Proactively work with Leadership to identify and resolve potential escalated issues as it pertains to Performance Management• Collaborate with Human Resources, Training, and Director for continual review of Performance Management strategies

Laurel, Maryland, United States

• Review procurement funding from federal agencies for qualification processes.• Prepare, review, audit, maintain purchase orders for Implementation and Sales Team• Work closely with management, database consultant, and team for process improvements.• Provide departmental efficiencies for better support, tracking and reporting on issues for improvement.• Evaluate employee performance through quality efforts, reviews, and database tracking/reports.• Work with Training Management to create workarounds when conditions do not allow formal training classes.• Assist team with ensuring timely responses in regard to dedicated projects, implementation requests.• Effective use of multiple systems to maintain account records, manages time, and generates communication.• Facilitate meetings as it pertains to implementations, reports, weekly/monthly totals, quality, and duplicate requests.