Kelsey Olvera Email & Phone Number

Portland, Or, Us

Portland, Oregon Metropolitan Area

Managing high level specialists in Workforce management, Quality Assurance Analysts, Employee Learning and Knowledge Management. Driving focus on output deliverables in scheduling, forecasting, maximizing day to day operations to achieve service level and exceptional customer experience. Oversee the Development and delivery of quality analytics for contact center and back office leadership, providing trends, deep dive feedback and compliance scores. Innovating processes and procedures to enhance customer and employee experiencesManaging the development of training content and curriculum of measurable learner outcomes to ensure exceptional customer experiences while maintaining process compliance. Managing the documentation, audit and governance of our knowledge management system and group. Providing insight through analytics, reporting and feedback on compliance trends, employee learning gaps and needed documentation.

Community Offices - Oregon

Tualitan Oregon

Residential customer service Supervisor and new hire manager. In charge of hiring and successful transition of new hire employees form training to production. Coaching and developing production and career development skills

Salem, Oregon

Supervised leadership team who partnered with training to develop new talent from training to production. Responsibility for career development into leadership as well as driving sales and production results.

Bachelor'S Degree, Human Resources Management And Services

Associate Of Arts - Aa, General Studies

High School Diploma