Analyzed performance data to develop actionable plans for improving analyst performance, providing coaching and mentoring support to front-line analysts, resulting in increased quality scores and customer satisfaction.Conduct quality evaluations across various communication platforms, including phone, live chat, and case documentation, ensuring adherence to company standards.Spearheaded the development of Live Chat Quality Guidelines and Evaluation processes, enhancing customer service quality. Established strong cross-functional communication channels and teamwork with Knowledge and Training teams and senior leadership, facilitating information sharing and goal alignment to redesign and improve Quality Program.

Supported operations of the Technology Service Desk, mentoring and training frontline analysts for best-in-class customer service delivery. Utilized ServiceNow CRM case ticketing system to track technical issues and ensure prompt resolution. Successfully resolved escalated technical issues and contributed to the interview process for new hires.

Managed setup and support of Agent Download process through 3rd party vendor IVANS supporting download for over 3000 insurance agents. SME/lead contact for download team. Responsible for training new associates. Technical Liaison between Nationwide Programmer Analysts and Agents to resolve technical issues.