Prerna Sood Jackson Email & Phone Number

Texas, United States

Fort Worth, Texas

Responsible for new agent program training, including associated soft skills, OJT and on-going up-skill training. Responsible for training two different campaigns. Involved in train the trainer program for new hire orientation. Worked on special project to lower AHT as per client request.

Temple, Texas

Workforce Management: Monitor Real Time Adherence, call statistics and communicate with Supervisors to ensure on/off phone activity is managed efficiently throughout the day. Monitor callout line and entering real time exceptions into scheduling software (absences, tardiness, coachings, meetings, overtime etc.) Maintain project goals on a daily, monthly basis such as Service Level and Occupancy.Retention specialist: Drive business growth by increased revenues through up-selling and… Show more Workforce Management: Monitor Real Time Adherence, call statistics and communicate with Supervisors to ensure on/off phone activity is managed efficiently throughout the day. Monitor callout line and entering real time exceptions into scheduling software (absences, tardiness, coachings, meetings, overtime etc.) Maintain project goals on a daily, monthly basis such as Service Level and Occupancy.Retention specialist: Drive business growth by increased revenues through up-selling and cross-selling to existing customers. Turn controllable requests for disconnection into sales and save opportunities. Sell on Sprint value proposition but as a secondary option, creatively negotiate pricing and bundling by making win-back offers of credits, free repairs, and or discounts according to Company guidelines. Sell against the competition through regularly researching and reviewing competitive pricing and service offerings. Promote quality customer experience by resolving customer complaints and defuse situations calmly and courteously. Show less

Frisco, Texas

Resolve a variety of customer inquiries such as technical and billing questions. Able to keep up to date with the ever evolving technology and translate the information into terms customers can understand. Specialized in troubleshooting smartphone devices on software platforms ranging from Blackberry, Android and Windows Mobile devices. Worked in close proximity with engineering in regards to resolving network related issues for customers.

India, Tx And Phillippines

Supervise delegates in compliance with company and client policies and procedures. Consistently monitordirect reports to proactively identify potential problems and to coach for quality assurance and metrical performance.Execute and submit all assigned administrative deliverables promptly. Act in capacity of employee relations: employeesafety, welfare, health, assessing and submitting payroll, schedules, leave of absences and corrective actions. Involved ina pilot batch for a… Show more Supervise delegates in compliance with company and client policies and procedures. Consistently monitordirect reports to proactively identify potential problems and to coach for quality assurance and metrical performance.Execute and submit all assigned administrative deliverables promptly. Act in capacity of employee relations: employeesafety, welfare, health, assessing and submitting payroll, schedules, leave of absences and corrective actions. Involved ina pilot batch for a new coaching implementation model. Responsible for closing activities for the site and POC forsupervisor occasionally.Quality Coach: Part of national quality initiative for at&t. Host calibration sessions for internal as well as vendor sites.Ensure all quality analysts are calibrated. Audit quality monitors scored by quality analysts to minimize disputes bymanagement. Deliver rollouts and updates from client in regards to scoring.Trainer: Instruct new hire and continuing education program specific training. Complete daily training administrative work.Monitor student progress for the duration of training, providing coaching and developmental feedback. Facilitate transitionof students from training to work environment, ensuring competency levels are sufficient. Responsible for weekly reports fortransition requirement and scheduling.Red Hat Support: Part of a red hat support group overseas in the Philippines to set up a new site for the client. Helped setup processes for management and share best practices for a smooth functioning for BU. Tracked data for client services. Show less

Executive HR &Training: Responsible for delivering, training programs for US Culture and Voice &Accent. Module creation/implementation and updating of training content. Measure training effectiveness and conduct training follow up sessions. Responsible and matured deportment to look for the right background and skill sets in an individual for recruitment purposes. Responsible for results to meet the manpower requirement of the company.

Handling client queries on business accounts for Orange Telecommunication. Managing the new hire batches as their SME for training to operations. Delivering rollouts & updates from clients on weekly basis. Mentoring the new hires, analyzing calls for quality and compliance and providing feedback. Facilitated and administered process queries through internal software.