Manuela Ranson Email & Phone Number

Atlanta, Georgia, United States

* Forecast coverage needs based on prior trends and abandonment, and postall 27 agent daily & weekly schedules in Workforce Management tool* Settle close to 24 escalations each shift, respond to a combined 75 phoneand email inquiries daily to resolve issues promptly and efficiently* Audit attendance and adherence on individual timesheets for discrepancyand administrate payroll for group of 27 reps.* Draft and deliver 16 monthly action plans and 16 annual performance reviewson call handle time, schedule adherence, and quality for disciplinary action,promotion and merit increases if applicable.* Monitor hourly call volume, system performance and report outages or errorsto Tier II through SNOW incident management tool with a weekly average of 6tickets.* Collaborate with IT teams by testing and identifying glitches for root causeanalysis and patching during biweekly deployment and implementation

Atlanta, Georgia, United States

* Facilitated training for classes of 5 to 15 and conducted coaching sessions,then communicated findings and feedback to management for performanceimprovement and assessment.

Atlanta, Georgia, United States

* Answered 250 calls and 25 chat requests weekly about registration, services ortechnical support, screened for abuse per AML guidelines.

Brookfield, Connecticut, United States

* Processed 320 inbound and outbound calls weekly to collect and settle billpayments

Danbury, Connecticut, United States

* Provided checkout, refund, order fulfillment assistance. Administered creditapplication, payment, deferrals and line increase.