➢Manages a team of trainers across multiple global sites.➢Ensures that statutory quality specialists training requirements are met and aligned with agreed standards and trainer accreditation. ➢Provides analytical and statistical information, and review of individual, team, and program activities as they related to contact center's key performance indicators.➢Assists in planning, researching, and implementing ongoing analysis and investigative projects requiring application of statistical theory and quality management expertise.➢Coordinates and implements strategies related to quality improvement and new organizational initiatives.➢Provides performance improvement guidance directly to the onsite management team upon a rejected quality evaluation monitor.➢Completes call quality monitoring and Statistical Quality Control (SQC)to identify best practices and/or deficiencies of the call center for trending purposes.➢Utilizes various software packages (i.e., Calabrio, Microsoft Power BI, Excel, PowerPoint, Salesforce etc.) to prepare special reports, and briefings.➢Prepares a variety of ad-hoc and special-action reports using data from various databases and takes personal initiative to compute required metrics, reports, and statistics as needed.➢Create and assign training plans and knowledge checks to ensure learning and adherence to procedural guidance and customer satisfaction.➢Plan and implement training programs and strategies to improved staff quality assurance and performance.➢Communicate with clients and stakeholders regularly.

➢Performed monitoring of call center staff by reviewing recorded phone calls as well as other communication channels (email, Web Chat, text etc.) and other systems used by organization to evaluate responses for accuracy, consistency, service recovery, and world class customer service.➢Train newly hired staff, and provide up-skill and ongoing development training for existing staff➢Provide approved feedback of call center staff to highlight opportunities observed during call center monitoring➢Support and maintain ongoing training to ensure high quality performance

➢ Researched, planned and produced television coverage, also investigated and fact-checked background information and various forms of data.➢ Managed/conducted on-location shoots and interviews at various events in-and-around New York, across the US, and in Central and South America.➢ Wrote, edited and proofread correspondence between the bureau and various partners and clients.➢ Researched US news trends, financial news, summarized financial earnings and quarterly reports and economic indicators for news and featured coverage.➢ Non-linear video editing, transcription of video content, and fact checking.➢ Translated interviews from English to Japanese and perform on-site interpretation for correspondents, arrange travel and shoot logistics.➢ Followed breaking news and current events of international organizations such as the United Nations; attending and summarizing meetings and major events.

➢ Covered daily breaking news, special events, and wrote profiles of local residents and public figures in the city of Birmingham and surrounding communities➢ Wrote crime reports, profiles and enterprise stories on current events in the city of Hoover, AL (a metro-area suburb of Birmingham) and surrounding communities➢ Compiled, researched, and transcribed daily public safety data and information from law enforcement authorities and other public safety officials➢ Attended and wrote news reports regarding city meetings and public officials, and gathered opinions and views from local community members

➢ Wrote news reports, researched story ideas, covering the city of Syracuse➢ Covered breaking news, special events and wrote community profiles of local public figures and places of interest in-and-around the community

➢ Conducted on-site interviews with US households regarding their television viewing preferences and habits, in various parts of the country➢ Compiled demographic data and composed weekly reports to be submitted to Nielsen➢ Performed minor accounting and budgeting for monthly expenses

➢ Promoted international relations as well as daily editing and translation of documents from Japanese to English, as well as correspondence between the city and foreign entities.➢ Edited, designed and published multiple city English-language newsletters and publications➢ Copyedited official city English-language documents and promotional material ➢ Performed interpretation for and advised non-Japanese residents living in, and visiting, Sendai City