Nicholas D. Email & Phone Number

Phoenix, Arizona, United States

Designed and implemented Genesys code for business partner and client needsProvide real time support for company workforce on projects and technical outagesManage 36 business groups within our organization spanning over 2000 employeesCollaborate on call flow and workflow designs for increased efficiency and customer experienceProficient in Genesys IRD.

Phoenix, Arizona, United States

Work with several business groups to identify schedule and real time needs and maintaining those needs.Monitor real time environments with business groups we have contracts with, providing proactive and reactive measures in times of need.Manage intraday schedules for both WFM shifts and traffic desk shifts.Field both inbound phone calls and tickets for.

Phoenix, Arizona, United States

Develop production plans and risk procedures to support 40 analysts in the contact center.Specify and prototype tools to increase analyst efficiency in the workplace, and work with analysts in dispute resolutions to provide customer -focused solutions.Provide coaching to improve communication skills and provide optimal customer serviceCollaborate across.

Chandler, Arizona, United States

Created and implemented projects to improve Senior agent performance and department success for ACH processing and fraud prevention.Led training seminars for leadership to identify learning opportunities, areas for increased efficiency and mentored agents in support of merchant accounts in my region.Drove customer service and claims for both consumer and.

Gilbert, Arizona, United States

Managed compliance audits and retail operations for front end fraud prevention and risk analysis.Coached club staff to achieve sales goals as well as face to face customer service.Developed business plans for up and coming sales trends and staffing.Demonstrated team leadership to identify customer service opportunities, areas for increased coaching, and.