Process motor vehicle violations

Priscilla S. Wright487 Carlton Avenue, Apt. #26D Brooklyn, New York 11238Mobile (646) 427-0234Priscilla.Wright77@gmail.comEMPLOYMENT EXPERIENCECall Center Quality Assurance Specialist, King Tele Service; DoITT 311– New York, NY (05/18- Present)• Weekly evaluation of Call Center Representatives on calls handled using a Quality Assurance Scorecard NICE• Provide direct couching with call center agents on proper call handling to ensure objectives are being met as well as upcoming expectations. • Assist management in implementing system service change requests and enhancements.• Meet with Call Center Operations staff to review and analyze trends and skill deficiencies. •Train Representatives on city agency's systems, updates, and procedures.Call Center Escalation Specialist, King Tele Service; DoITT 311– New York, NY (10/17- Present)• Respond to call center agents requests for information by providing support and assistance.• Respond to and resolve escalated and/or priority customer calls and issues • Input and record customer and agent contact into 311 escalation database• Follow system and department-specific procedures to create service requests and work orders in specialized department software system and SiebelCall Center Representative, King Tele Service; DoITT 311– New York, NY (9/11- 10/17)• Answer incoming calls in a professional and courteous manner while maintaining customer satisfaction• Identify customer’s needs and assist accordingly to provide shared city services needed • Enter call data into Siebel a computerized tracking system and city web applications• Process Service Request forms and forward them to the appropriate agency