Jazzlyn Gibson Email & Phone Number

New Orleans, La, Us

Coach Agents and Team Leaders to deliver on KPI/Metric targets while consistently developing new initiatives or iterate on existing processes to drive successActively supervise channels (calls, emails, chats, tickets, etc.) to ensure quality while coaching on improvement areas.Continually assist in the development of team members across all areas of specialization while encouraging a high level of engagement

Carrollton, Texas, United States

In-depth knowledge of managing both brick and motor and remote employees for multi-contact center functions helping to drive the partnership, engagement, and performance of work staff (IE inbound calls, email, chat, case management, escalation management, vendor management, budget control, business process alignment, and client relationship partnerships). Develop and execute systems and programs to continually optimize service delivery model and maximize KPIs. Execute changes in organizational processes and team structures. Facilitate/Coordinate training on as needed bases for cross functional departments. Escalation point of contact for backend SQL reporting and Sr. Management point of contact for escalated customer and client issues. Works collaboratively with cross-functional teams to identify unique departmental needs.

Carrollton, Texas, United States

Carrollton, Texas, United States

•Guide project team to ensure key project milestones are met, including defining functional specifications, establishing timelines and success criteria, managing participation in stakeholder meetings, helping the senior leadership team understand and evaluate tradeoffs and ensuring appropriate information flow across cross-functional teams. Act as coordinator to ensure project sponsors and decision makers have appropriate project-related information, project decisions are made within necessary timeframes and project ownership is assigned to and prioritized by appropriate partner teams. Facilitated and coordinated scheduling, set-up, logistics, and agendas for daily, weekly, and monthly project meetings & project conferences to transition outsourced business in-house. Develop detailed multi-function and multi-phase project plans and executive review decks.

Denver, Colorado, United States

Coach, mentor, motivate, and develop remote team to meet/exceed business KPI’s and deliver world class customer service. Monitor live customer calls, assess agent's quality of service, and provide feedback to team members. Receive escalated calls and handle situation to resolution. Conduct and attend regular scheduled calibration meetings with team and upper management. Complete weekly metric reports for the Account Manager. Ability to prioritize workload and meet deadlines.

Denver, Colorado, United States

Reporting Supervisor to all ABAY/Nesting At Home Agents from 30 – 250 Agents at a time (based on active training classes) as well as reporting supervisor for At Home Coaches (10). Facilitated 10-day ABAY/Nesting Program and implemented and facilitated recertification process for return from leave staff. Revamped Support Program—implemented schedules based on business needs, redefined roles, and reset expectations for daily job functions. Created/Maintained/Updated as needed weekly Supervisor on Duty schedule for agent at home support for supervisor staff. Created a centralized reporting tool to help recruiting track the progress of new hires.

Denver, Colorado, United States

Coached and developed from 15-30 agents on metrics, quality, and adherence in brick and motor setting. Provided timely resolutions to problems and customers inquiries and resolved escalated customer issues. Provided a safe, motivational work environment. Identified substandard behavior and disciplined according to company guidelines. Managed payroll and attendance through Kronos & used Crystal Reporting to prepare daily reports.