Devin Perkins Email & Phone Number

Atlanta, GA, US

Stevens Point, WI, US

Morrow, Georgia, US

Morrow, Georgia, US

• Add new hires into workforce optimization software
• Process time off and responds appropriately with information and/or approval
• Schedule continued education for agents and supervisors
• Monitor schedule adherence and reports daily real time performance
• Conduct shift bids and schedule accommodations

Irvine, CA, US

• Responsible for scheduling vacation time, creating work schedules, tour groups, using intraday statistics and intraday forecasts to optimize staffing.
• Ensure that IEX database is maintained to accommodate changes in contact types, changing hours of operation, addition of new sites, additional LOB’s.
• Innovate audit processes to ensure that staffing numbers were in alignment with the HR database (HRB).
• Automate forecasting/call volume allocation using MS Excel.
• Conduct shift bids as well as formulated schedules for shift bids using forecasting parameters
• Use statistical methods to analyze AHT and volatility as well as spreadsheet applications.

Irvine, CA, US

• Fostered an environment which encouraged continual process improvements.
• Effective liaison between our Clients and Operations departments.
• Devised and published metrics to measure the organization's success in delivering on our promises.
• Developed highly empathetic client relationships and earned a reputation for exceeding goals.
• Produced reports using Excel spreadsheet functions.
• Trained new employees

Irvine, CA, US

• Provided accurate, specific, and timely performance feedback for our Clients.
• Effective liaison between our Clients and Operations departments.
• Produced reports using Excel spreadsheet functions.
• Conducted conference calls and bridges with Operations to improve performance on a daily basis.
• Used tools (IEX, GMT, CMS, Analytics, Verint) to complete tasks of intraday reporting to keep the client and operations aware on the progress of each day.

• Effectively managed a high-volume of inbound calls.
• Spoke professionally and patiently when addressing negative customer feedback and providingsolutions.
• Resolved service, pricing and technical problems for customers.
• Referred unresolved customer grievances to designated departments for further investigation and made follow-up calls to ensure customer's issue was resolved.
• Defused volatile customer situations calmly and courteously.
• Acted professionally and patiently when addressing negative customer feedback.