Rita Nelson Email and Phone Number

Manage 120+ Customer Service Representatives in a health care call center environment. Developed metrics for productivity,Quality and adherence. Responsible for hiring and developing CSRs, and providing additional training and coaching. Tracking phone trends, and monitoring of queues, and ASAs for each queue. Instituting Corrective Action if needed and writing of yearly Performance Appraisals. Completion of daily, weekly, and monthly reports. Motivates and challenges CSRs with creative competitions and prizes.