Michael Barnette Email and Phone Number

Created a Quality Monitoring program for Inbound Customer Experience Center including all aspects of call performance. Audited calls on daily and weekly basis and provided reports on accuracy and quality to all shareholders. Created, tracked and reported on key metrics for KPI bot internal to Inbound call center and corporate shareholders on a weekly and monthly basis. Deep Analysis of missed opportunities to report on trends, provide training and coaching opportunities for internal… Show more Created a Quality Monitoring program for Inbound Customer Experience Center including all aspects of call performance. Audited calls on daily and weekly basis and provided reports on accuracy and quality to all shareholders. Created, tracked and reported on key metrics for KPI bot internal to Inbound call center and corporate shareholders on a weekly and monthly basis. Deep Analysis of missed opportunities to report on trends, provide training and coaching opportunities for internal representatives and vendor representatives. Created in-house training for team members on focused areas based on delivering a high calbier of quality and accuracy. Facilitated solo and group trainings related to quality-based areas for improvement.Managed team members and assisted with development in multiple areas of business and calibration sessions. Show less

Forecast incoming call volume using prior contact data to Customer Relationship Center Inbound team to maintain staffing levels during hours of operation, adjusting for absences in staffing to maintain Service Level and Speed of Answer Metrics in a weekly and daily basis. Determining monthly call impact heat maps to adjust employee scheduling based upon performance ranking to offer schedule selections and adjusting schedules for maximized coverage in a two week rotation pattern… Show more Forecast incoming call volume using prior contact data to Customer Relationship Center Inbound team to maintain staffing levels during hours of operation, adjusting for absences in staffing to maintain Service Level and Speed of Answer Metrics in a weekly and daily basis. Determining monthly call impact heat maps to adjust employee scheduling based upon performance ranking to offer schedule selections and adjusting schedules for maximized coverage in a two week rotation pattern. Determine daily, weekly and monthly allowed Paid Time Off Usage for all Customer Relationship Center employees in two locations to provide Service Level and accurate paid time off allowances. Manual adjustment of forecasted line management when necessary to mitigate impacts to KPI. Provide written and face to face communication to employees seeking assistance with scheduling questions and concerns. Provided additional shift options to provide optimal coverage during peak hours that provided employees with greater opportunities of work/life balance. Set up all new hire information, scheduling and base data entries as well as processing terminations and removal of same information. Show less

Managed internal employee contacts in schedule changes, absences and alterations requested by supervisors. Maintained up to date scheduling, call handling and notify management of potential areas of opportunity. Communicate and educate on current policies and attendance questions, assisting agents and supervisors with changes to schedules as needed. Track and report on impacts to speed of answer and required line of business operations in order to meet the needs of the business in real time.… Show more Managed internal employee contacts in schedule changes, absences and alterations requested by supervisors. Maintained up to date scheduling, call handling and notify management of potential areas of opportunity. Communicate and educate on current policies and attendance questions, assisting agents and supervisors with changes to schedules as needed. Track and report on impacts to speed of answer and required line of business operations in order to meet the needs of the business in real time. Manually transfer calls to ensure all daily calls are answered. Process overtime and early release segments in a timely manner to help reduce impacts to daily operation of lines. Show less