As a Contact Center Analyst, I am responsible for tracking and analyzing key performance metrics to identify trends and areas for improvement within the contact center. I ensure that operational efficiency aligns with business goals by providing data-driven insights and recommending process enhancements.In addition to analytics, I manage the onboarding and training of new hires. I ensure they receive a comprehensive introduction to company systems and tools, and I create and deliver training materials that prepare them to meet performance expectations. I continuously monitor the effectiveness of these training programs and adjust as needed for better outcomes.

Technical Support Leader for a remote staff of highly motivated agents who desire to help people with Internet /Voice /Video issues across the South East footprint of the United States. From technical answers to developing Technical Solutions. Whatever it takes to support those I work with and for.

Customer service Lead agent with the ability to troubleshoot, and assist agents or customers re-establish the services over the phone,ie: Cable Television,Internet,and Voip Telephone. Set up appointments for Technicians ,and Customers to re-establish services , Resolving customer complaints and Kudos (compliments) from customers about our wonderful hardworking agents on the phones. Ability to Identify network issues and signal issues across our vast network and accelerate the repair time with early intervention . Happily explaining the benefits of joining our tremendous family.