Managed delivery of Artificial Intelligence (AI) imbedded processes to 14K Call Center Representatives (CSR). Developed organizational level processes for both peers and senior leadership.Selected accomplishments:• Reduced operation cost by $13M by refining and delivering automated memo functionality in first 7 months.• Led planning, delivery, and implementation of pilot process and readouts, simplifying cost-effective prioritization decision making for senior… Show more Managed delivery of Artificial Intelligence (AI) imbedded processes to 14K Call Center Representatives (CSR). Developed organizational level processes for both peers and senior leadership.Selected accomplishments:• Reduced operation cost by $13M by refining and delivering automated memo functionality in first 7 months.• Led planning, delivery, and implementation of pilot process and readouts, simplifying cost-effective prioritization decision making for senior leadership.• Created org level project tracking tool, increasing interdepartmental alignment, and aiding senior leadership in cost saving efforts. Show less

Provided dynamic 12-week onboarding for new hires up to 3 times per year. Facilitated engaging Instructor Led Trainings (ILT) for 700 existing Call Center Representatives (CSR).Selected accomplishments:• Created, facilitated, and propagated comprehensive technical training curriculum supporting influx of representatives supporting troubleshooting calls for customers, resulting in increased resolution frequency and decreased Call Resolution Time (CRT).• Ensured quality… Show more Provided dynamic 12-week onboarding for new hires up to 3 times per year. Facilitated engaging Instructor Led Trainings (ILT) for 700 existing Call Center Representatives (CSR).Selected accomplishments:• Created, facilitated, and propagated comprehensive technical training curriculum supporting influx of representatives supporting troubleshooting calls for customers, resulting in increased resolution frequency and decreased Call Resolution Time (CRT).• Ensured quality assurance through call observation and daily statistics, ensuring maximum value was attained from training cost.• Created daily Key Performance Indicator (KPI) tracker for L&D department, supporting coaching and amplification of new hire skill for all training classes. Show less

Ensured positive outcomes and customer satisfaction in every interaction. Upheld and improved comprehensive product knowledge across current and legacy products, services, and technologies.Selected accomplishments:• Enterprise top performing Technical Expert reducing repeat callers, resulting in decreased operational cost and increasing team success through peer-to-peer coaching and report building.• Leveraged resources and critical thinking skills in troubleshooting and… Show more Ensured positive outcomes and customer satisfaction in every interaction. Upheld and improved comprehensive product knowledge across current and legacy products, services, and technologies.Selected accomplishments:• Enterprise top performing Technical Expert reducing repeat callers, resulting in decreased operational cost and increasing team success through peer-to-peer coaching and report building.• Leveraged resources and critical thinking skills in troubleshooting and resolution of device, network and account related issues. Show less