K. Legree Email & Phone Number

San Antonio, Texas Area

Supervisor -Monitors ACD queues, email and web ticket queues and manages and allocates staff resources to ensure end user response with SLA guidelines.-Produce Service Desk Activity metrics, compile and distribute reports daily.-Actively monitors Service Desk functions and activities, via metrics and recommends Continuous Improvement actions-Conduct Monthly One-on-One Sessions and prepare annual goals and objectives for members of the team.-Work with Team Leaders and Service Delivery Manager to generate and analyze quality and KPI reports on individual agent, teams and project view. Quality Assurance Team Lead -Developed Quality Assurance plans that aim to transform and improve service provided.-Maintain QA reporting tools, database and processes.-Monitor and evaluate pre-recorded calls to ensure consistent and accurate processes are conducted with internal and external customers.-Provide detailed feedback on evaluation forms to identify Call Center Associate skill deficiencies and ensure consistent improvement in the quality of customer interactions.-Coordinate and participate in calibration sessions to assess Call Center Supervisors are evaluating /coaching agent performance consistent with the Quality Assurance Guidelines.-Provide bi-monthly coaching to Service Desk Analysts to address client-specific quality standards and expectations.

Bachelor Of Applied Science (B.A.Sc.), Project Management, Graduate

Activities and Societies: The National Honor Society of Leadership and SuccessThe Society provides a step-by-step program for members.

Associate Of Arts And Sciences - Aas, Business Administration And Management, General