Luenetha P Epperson Email & Phone Number

Lincolnshire, IL

Contributed to the improvement of efficiency within the department, establishing clear metrics for team members. Realized Improvement of Service Level from 69% to 89%.Developed and implemented a Ladder to Lattice Program, intended to provide team career path opportunities.Leveraged Change Management practices to establish trust within the team, and helped.

Niles, IL

Augmented the understanding of SAP, customer service expectations and technical tools by developing a four week training plan based on content learned at the Help Desk Institute conferences in 2009 and 2010, resulting in faster ramp up time, enhanced confidence, soft skills, research and troubleshooting skills.Develop a four week training plan, based on.

Niles, IL

• Increased quality metrics by 20%, from 69% to 97%, within one year, monitoring & evaluating phone calls implementing and using the Witness phone monitoring tool
• Improved the quality of documentation by assisting in the development of an automated audit form used to provide monthly feedback to Tier 1 agents
• Addressed quality and performance metrics in weekly/monthly 1 on 1 meetings and provided management updates on their progress utilizing a variety of strategies to maximize learning and development
• Designed, created & presented various training classes, job aides and exercises to new Tier 1 employees, external department resources, various web and SAP developers focused on customer service, troubleshooting.
• Demonstrated strong advocacy, communication and resolution skills working with application teams to work through unresolved issues communicated in Customer Satisfaction Surveys.
• Implemented Games i.e., Jeopardy & SSC Trivial Pursuit to enhance knowledge and camaraderie