●Intraday and real time monitoring of Avaya CMS and CAS offline queues, Verint WFM, Aspect, Avaya Predictive Dialer, and CAS for volume including inbound calls, outbound calls, faxes and other offline functions including non-production time (meetings, trainings, etc)●Adjusting workflow/skills and staff/schedules to ensure service levels and performance goals are met, including monitoring of employee adherence to schedule●Participate and present on Adhoc, daily, weekly, quarterly meetings with business partners and team on workflow/scheduling concerns/forecasts and staffing changes●Provide and maintain reports/data in CMS, Verint WFM and other applicable databases/resources●Maintain correspondence to emails in a professional and timely manner to meet service levels and the needs of the business

●Responsible for scheduling and preplanning in IEX and Verint for several departments●Schedule bids, Yearly Vacation bids, Call Queue Maintenance and Load balancing, Attrition, Attendance, and building of new employees into Verizon Systems●Process exceptions received from employee and supervisor calls which can include coding employee schedules, approving time off, vacation book review, and movement between agent groups●Analyze exception scheduling/coding trends

●Handled customer escalations, from frontline employees.●Was high end level of support for tier 1 customerservice calls as a part of the management team.

●Assisted in onboarding activities, including orientation sessions and team introductions.●Conducted interactive and informative training sessions for groups of new employees.●Monitored trainee progress through assessments and evaluations.

●Took customer escalations, high end level of support for tier 1 customer care calls as a part of the management team.●Backed up Retention department calls when supervisor calls would slow down.

●Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment●Document necessary account information and offer custom solutions that benefit the customer

●Represents the company in handling selected call types of primarily activation and backing up Service Inquiry, Sensitive APR calls, and Customer Retention●Use extensive experience and knowledge of how to convey and position relevant, meaningful feature and benefit information within each call in order to increase Customer Engagement●Render appropriate decisions in order to improve the customer relationship

●Provide an enjoyable shopping experience for our customers. ●Partner with supervising managers to foster an environment of teamwork.●Assist in the individual growth and development of store team members while exceeding all sales goals and quotas (daily, monthly, and yearly.)

●Work with special education students individually or in-groups on special projects or assignments such as academic, social emotional, functional, language, and behavior skills and techniques in order to aid in student learning. ●Monitor student behavior and enforce school and classroom guidelines and policies.