Serving as a key resource within organization for analyzing and interpreting data from various sources and channels, driving actions, communicating results, and making recommendations. Communicating complex ideas and solutions, at appropriate levels, depending upon the audience in question. Working on projects, as a subject matter expert, to improve the customer/agent experience by providing operational and analytical insights. Translating business requirements into functional requirements/rules. Monitoring real-time and intra-day customer contact queue performance (Offered/Forecast, AHT, ASA, ABN) and agent performance (Occupancy, shrinkage, schedule adherence) in a fast-paced, global contact center environment. Leading triage and identifying issues that negatively impact customer/agent experiences, implementing contingencies, and working closely with technology and people teams to resolve.

Managed 1st and 3rd Party collection teams in both the telecom and insurance industries. Ensured that all revenue, performance, and quality related goals were achieved. Served as direct point of contact for clients and supplied performance metrics to guarantee complete satisfaction of services. Provided daily feedback to supervisors and frontline agents in order to exceed all performance goals.

Supported the needs of business partners by delivering timely, message-consistent communications to business unit leadership, operations, executive management and technical partners in relation to technology updates, maintenances, and incidents. Communicated with internal and outsource teams in order to gather information, troubleshoot data points, and expedite issue resolution. Translated technical, complex information into easy-to-understand formats. Coordinated with other departments when outages occured in order to redirect customer traffic or close channels.

Coached and led a team of 20+ Customer Care Consultants that exceeded AOL’s performance goals. Monitored, coached, and counseled consultants; identifying additional skills and training needed. Addressed and resolved conflict within the team. Effectively communicated business information and management decisions. Interpreted performance metrics and established action plans that drove performance.

Motivated Customer Care Consultants to achieve action plans as prescribed by Coach. Aided consultants with technical inquiries. Observed and demonstrated proper call behaviors through parallel sessions. Reported consultants’ ability and willingness issues to coaches. Supported team with innovative ideas, flexible scheduling, and proper time management.