Kyle Gresham Email & Phone Number

Jacksonville, Fl, Us

Jacksonville, Florida, Us

Collected and analyzed real time and historical call metrics for the Patient Access Services and Baptist Medical Group contact centers. Used this data to create and present daily, weekly, and monthly reports to contact center leadership in order to keep the business unit operating at maximum efficiency and execute on established staffing plan. Created and maintained capacity plans to anticipate the staffing needs of each contact center group and regularly provided hiring recommendations to ensure the best customer experience. Also monitored contact center agents in real time to report adherence and attendance information to leadership as well as monitor hold times and reallocate calls via skilling when applicable.

Irvine, California, Us

Created and guided clients through an individualized workout to help them meet their fitness goalsas well as educate them on how to perform exercises safely and effectively.

Bloomington, Illinois, Us

As a Real-Time Monitor, I am responsible for ensuring that our Customer Care Center is operating efficiently by making sure representatives are available when our customers need us. This includes using Verint to, monitor and analyze staffing deficiencies, document absence requests, and identify trends within the call center to ensure all Key Performance Indicators are being met per the Service Level Agreement.

Bloomington, Illinois, Us

I provided first level contact for State Farm customer using the statefarm.com website as well as business partners using the b2b.statefarm.com website. I also assisted with the variety of mobile apps that State Farm offers. I provided navigational assistance as well as technical assistance for customers using a broad range of devices such as desktop computers, tablets and smart phones. While in this role, I also piloted a program to handle escalated calls and answer procedural question from other Internet Support Representatives.

Bloomington, Illinois, Us

I provided a first level contact for customers with question about their insurance products. I filed insurance claims for both home and automobile insurance and took payments of a variety of different policies.

Winter Park, Fl, Us

As a student in the Music Production program, I developed an understanding of contemporary music hardware and software technology by creating my own songs, scores, and soundtracks. I also studied music theory, history, composition, marketing as well as business concepts.