Edith Griffith Email & Phone Number

Queen New York

• Oversee the daily operations of the Customer Service Division with a staff of 204 agents.• Ensure compliance with the organizations policies and procedures.• Perform qualitative analysis of the department operations and recommend suggestions for improvement.• Forecast daily volumes to make sure that adequate resources are allocated to meet operational needs.• Query several databases (Aspect WFM, CUIS, RATA, Teleopti, Sales Force, Orcale, Okta, and Tableau) and analyze those reports for accuracy. • Complete daily, weekly, and monthly resource reporting in a timely and accurate manner. Make any necessary changes.• Evaluate daily Resource Department reports and their impact on the team and make suggestions on how various needs may be fulfilled.• IT Liaison to ensure that staff has appropriate level of access to the systems that they require to effectively perform their tasks. • Recommend staff for Continued Professional Education (CPE) training and internal International Development Program (IDP) “Up-Training.”

Flushing Queen New York

 Complete daily, weekly, and monthly resource reporting in a timely and accurate manner.  Effectively receive, interpret, and compose messages through the IM, and sends tickets to IT Service Desk to have various tasks completed (i.e. for new employees or newly promoted employees).  Accurately make changes while identifying and running requested reports in Aspect, CUIS, RTA, and several other databases.  Complete Up-Training schedule based on the Up-Training IDP and the Training Justification.  Evaluate daily RC reports and their impact on the RC team; while anticipating RC needs and making suggestions on how those needs may be fulfilled.  Review department operations and provides suggestions for improvement based on qualitative analysis

Bachelor Of Science - Bs, Public Administration

Bachelor’S Degree, Public Administration, 3.460 Gpa

Associate Of Science - As, Public Administration