Deandra Biggs Email & Phone Number

Fort Lauderdale, Fl, Us

Fort Lauderdale, Florida, United States

851 W Cypress Creek Rd, Fort Lauderdale

~ Assisted with the initial launch of Salesforce Knowledge and transitioned the top issue sharepoint processes into saleforce articles. ~ Improved FCR (First Contact Resolution) for Customer Service by over 10% within 6 months~ Decreased time-to-publish for new or updated articles from weeks to under 2 days~ Maintain the Customer Service, Education, and Technical Support Triage Knowledge Domain ~ Create new articles for new product releases and business processes. ~ Ensure existing published articles are relevant and current.~ Respond to article update requests, new article submissions, and assist with use of the internal Knowledge Base. ~ Identify, plan and manage projects to improve departmental processes based upon metrics from Salesforce.com.~ Partner with Operations, Sales, Order Services, and Management to streamline and simplify processes to reduce resolution times and improve resolution quality.~ Analyze article use against long time-to-resolve and low customer satisfaction to identify customer and support pain points~ Create & run monthly reports to track the amount of updates submitted for articles, new articles created, top trending issues, agent article attachment rate, agent attachment accuracy, and etc. ~ Developed and maintain an incentive program to reward agents for knowledge contribution.~ Reward agents monthly for high contribution scores related to knowledge to encourage positive behaviors.~Create and provide training to staff to ensure smooth adoption of new processes.

851 W Cypress Creek Rd, Ft Lauderdale, Fl

Quality Improvement - Project Lead (10/2011 - 07/2012)~Identified processes that needed improvement based upon call volume, escalations, SLA, TTR, and NPS.~Lead efforts to address process updates and system changes. ~Delegated project assignments and due dates. ~Coordinated meetings between outside departments and members of my team. ~Held weekly team meetings to communicate the team's primary focus points and track progress details.~Managed the team's work progress by collecting individual status reports on a weekly basis. ~Monitored personal & business growth with each team member by conducting weekly 1:1 meetings. ~Created reports to show the teams progress and track individual performance and reported details in manager meetings on a weekly basis.Quality Assurance (6/2011 -10/2011)~Ensure that agents are reaching their maximum potential growth.~Peer to Peer Mentoring ~Provide constructive feedback to new hires~Listen to live/pre-recorded calls and score them based upon the outlined QA form~ provided side by side assistance during calls if needed. ~Present progress details and recommendations to the agent's manager on a weekly basis.

851 W Cypress Creek Rd, Ft Lauderdale, Fl

~Licensing Troubleshooting~Citrix.com Navigational assistance~ Assist with processing renewal sales ~Account Maintenance ~Lead Generator~Email Communications~Subject Matter Expert~Focus Group Member~Created and presented training Power Point presentations~Coordinated team building events for the CS team ~CCSP Certified

Criminal Justice And Corrections

Education record