Successfully facilitated the onboarding and Certified training of three distinct vendor Supervisors and Support Specialists. This encompassed the comprehensive training of over 30 supervisors and 200 customer support specialists for the quality program.Leveraged the Nexidia platform to generate sentiment behavior, analytic insights, and automated reports.Utilize Microsoft Excel pivot tables and power query to conduct a comprehensive analysis of Key Performance Indicators (KPIs)… Show more Successfully facilitated the onboarding and Certified training of three distinct vendor Supervisors and Support Specialists. This encompassed the comprehensive training of over 30 supervisors and 200 customer support specialists for the quality program.Leveraged the Nexidia platform to generate sentiment behavior, analytic insights, and automated reports.Utilize Microsoft Excel pivot tables and power query to conduct a comprehensive analysis of Key Performance Indicators (KPIs), employ data visualization techniques for effective storytelling, examine sentiment behavior, and evaluate the overall performance of agents.Employed the Smartsheet application to create escalation reports aimed at coaching agent behavior, facilitating Customer Success Manager (CSM) emergency customer interactions, and generating submission form requests for ad-hoc inquiries.Conducted in-depth Investigative Reporting and analysis within the realm of project management, with the objective of identifying underlying causes and subsequently mitigating customer churn.Generated comprehensive inspection reports encompassing various aspects, including Non-talk-time, work avoidance, Language Barrier, Voicemail durations, and red account, in order to facilitate rigorous performance assessment.I am pleased to acknowledge that the reports I have generated using Excel, Smartsheet, and Nexidia have been duly recognized and adopted by various internal business divisions, including Micro CSM, SMB, ENT, and Gov lines. Show less

Monitor and evaluate recorded calls daily between customers and support agents to report outliers and trends to leaders for agent coaching and future commitment.Work with leaders to set action plans for low-performing agents to ensure improvement by a determined date.Provide weekly/daily business readouts of agents' call flow evaluations, agent performance, and any identified outliers or common trends by including generated reports of findings to help partners make informed… Show more Monitor and evaluate recorded calls daily between customers and support agents to report outliers and trends to leaders for agent coaching and future commitment.Work with leaders to set action plans for low-performing agents to ensure improvement by a determined date.Provide weekly/daily business readouts of agents' call flow evaluations, agent performance, and any identified outliers or common trends by including generated reports of findings to help partners make informed decisions about improving call flow and agent performance.Facilitate weekly call listening and calibration sessions with vendor partners and agent leaders to ensure customer experience and agent behavior share the same expectations from all partners accordingly. Show less