Gabrielle Wright Email & Phone Number

Portland, Oregon Area

Hillsboro, Oregon

- Generated, prepared and distributed time sensitive analytical reports for upper management and clients- Collected workflow metrics to determine staffing needs- Recommend company-wide cost saving techniques- Monitored employees calls for appropriately applied communication skills with customers- Identified problematic employee behavior and work avoidance tactics- Coordinated with management to guarantee employees additional coaching or training as needed- Ensured the… Show more - Generated, prepared and distributed time sensitive analytical reports for upper management and clients- Collected workflow metrics to determine staffing needs- Recommend company-wide cost saving techniques- Monitored employees calls for appropriately applied communication skills with customers- Identified problematic employee behavior and work avoidance tactics- Coordinated with management to guarantee employees additional coaching or training as needed- Ensured the protection of confidential information including PII and HIPAA- Addressed compliance and policy violations- Managed breaks, lunches, tardiness and absenteeism- Monitored over 35 different queues Show less

Lake Oswego, Oregon

- Prepared and distributed employees’ statistical performance reports- Ran and analyzed call flow metrics reports- Addressed client issues and concerns in a timely manner- Contacted clients about potential emergencies within their company- Coached employees on how to most effectively succeed in their jobs- Directed the focus and workflow of employees- Addressed employee misconduct and productivity issues- Provided guidance and direction on how best to navigate… Show more - Prepared and distributed employees’ statistical performance reports- Ran and analyzed call flow metrics reports- Addressed client issues and concerns in a timely manner- Contacted clients about potential emergencies within their company- Coached employees on how to most effectively succeed in their jobs- Directed the focus and workflow of employees- Addressed employee misconduct and productivity issues- Provided guidance and direction on how best to navigate escalated calls- Monitored multiple queues using Interactive Intelligence- Demonstrated knowledge of company policies, procedures and compliance in relation to confidentiality- Implemented risk management mitigation for clients in accordance with the Sarbanes-Oxley Act- Solely managed contact center Show less

Lake Oswego, Or

- Read and edited employees’ interviewee reports- Tracked patterns of errors in communication and writing to provide individualized feedback- Utilized proper grammar and editing rules as found within the company’s writing manual- Ensured reports received were reviewed by the correct clients’ members

Lake Oswego, Oregon

- Interviewed employees in various fields and industries- Created clear and concise reports- Determined and captured relevant factual information for reporting purposes- Probed and clarified contradicting and insufficiently provided case information- Applied effective listening skills- Guided reporters back to the interview process when they lost focus- Directed conversation flow to enhance interviewees experience in feeling heard and understood- Used empathetic tone… Show more - Interviewed employees in various fields and industries- Created clear and concise reports- Determined and captured relevant factual information for reporting purposes- Probed and clarified contradicting and insufficiently provided case information- Applied effective listening skills- Guided reporters back to the interview process when they lost focus- Directed conversation flow to enhance interviewees experience in feeling heard and understood- Used empathetic tone when appropriate by adjusting vocal tone and cadence Show less

Bachelor Of Arts (B.A.), English Language And Literature/Letters

English Language And Literature/Letters