Debbie H. Email and Phone Number

•Implemented the LivePerson chat/messaging platform for Online Banking and Mobile customer channels. •Developed and managed 5 remote-chat agents responsible for providing and exceeding customer digital banking needs. •Exceeded KPI deliverables by maintaining Customer Satisfaction Scores of 90% and higher. •Administered the LivePerson product including agent chat/messaging, virtual customer chat experience, BOT performance/optimization and technical troubleshooting.

• Managed the day to day functions of a bilingual Customer Contact Center ensuring the highest level of customer care to each of our customers. • Responsible for meeting and exceeding all KPI’s through effective training programs, coaching/development and customer interaction monitoring.• Developed and maintained relationships with internal stakeholders ensuring all customer complaints are resolved and reported to determine root cause.• Created Customer Care Standard Operating Procedures and new hire training curriculum.• Executed a Customer Relationship Management program using Zendesk resulting in increased first call resolution and customer satisfaction.• Implemented a cloud based virtual contact center deploying 8X8 Call Center Solutions to better optimize phone, chat, email and social media interactions with our customers.

● Created national level historical and predictive analysis of call volume and relevant KPI trends to determine workforce allocations and optimize future profitability.● Managed Vendor hiring plans, staff schedules, shrinkage and attrition to ensure DirecTV service level contracts are met or exceeded.● Developed and maintained relationships with vendors.