Eric Gaskins Email & Phone Number

Palm Beach County, Florida, United States

Quality Assurance Specialist at Comcast/NBC Universal

West Palm Beach, Florida

• Compellation, distribution and analysis of interval, daily, weekly, and monthly call center performance reports as necessary to drive operational goals and objectives.• Subject matter expert within the National Accounts for assigned lines of work• Responsible for upkeep of call models within acceptable degrees of accuracy• Maintenance of capacity models ensuring they have developed the best possible plan for service level and cost containment• Escalate non-compliance to operational execution of plan accordingly• Ability to reach across cross-functional departments to determine impacts to call volume forecasts and / or capacity plans, proactively and retroactively• Work with internal and external sites to ensure schedules are best fit to the needed requirement• Ability to accomplish clear, concise analytics surrounding KPI success or challenges • Consistent independent judgment and discretion in matters of significance

South Florida

• Responsible for sales of collection services in an assigned territory.• Developing a database of qualified leads through referrals, telephone canvassing, face to face cold calling on business owners, direct mail, email, and networking.• Demonstrate an ability to gather, submit detailed information for pricing, and presentation of customized debt recovery solutions to businesses.• Maintain accurate records of all sales and prospecting activities including sales calls, presentations, closed sales, and follow-up activities within their assigned territory, including the use of Microsoft Outlook to maintain accurate records to maximize territory potential. • Adhere to all company policies, procedures and business ethics codes.

I have extensive experience in customer service, training, quality assurance (QA) and quality control (QC) in call center environments. I also contribute startup call center operations expertise, including but not limited to budget analysis, capacity planning, client services and client reporting, coordinating, recruiting, interviewing, hiring, training, monitoring/feedback, evaluating, process improvement and supervising and managing customer service and sales staff to meet productivity goals.

• Responsible for oversight of client accounts and meeting all program measurements for both Telesales and AnyMedia Inbound campaigns using text-chat, e-mail, toll-free numbers, and VoIP (Voice Over Internet) to ensure compliance with laws and iSKY policy. • Maintained productivity standards (consistently exceeded revenue goals by 10 to 30 percent), interviewing, hiring, training, and associate performance development. • Develop/implement operational best practices - Development of SOPs and staff training procedures directly related to meet/exceed QA (90%) and QC (90%) standards to support call center objectives and client satisfaction.• Support policies and procedures.

Ba, Behavioral Sciences

Activities and Societies: Baseball, BasketballFounded Gospel Choir in 1979-80 as an activity for young African Americans to participate.

Behavioral Sciences

Activities and Societies: Baseball, Cross Country