Ruby O. Email & Phone Number

10 years of experience in customer service. Ranked in the top 10% of the company due to excelling in my metrics.Customer Service Representative- Started as front line and due to excelling metrics, chosen to train new hires. Peer advisor assisting agents while on calls. Handled 90-120 calls a day with great average handling time, AHT.Online Chat Support- After training new hires I was then promoted to a new department, online chat support. Handled minimum of three chats simultaneously at a time. Exceeded chat metrics of 75 chats per day at 3-minute handle time using oracle and live person software.Point of Contact/Team Lead- Promoted to team lead/point of contact where I assisted agents, monitored response time and handled escalated chats. Created the POC (point of contact) schedules. Assisted supervisors with their daily duties.CST (customer solutions team)- Taking escalated calls from customers to help resolve their issues using live person software. Deescalated calls to prevent corporate interactions. Workforce Management Analyst- Monitored inbound and outbound call flow as well as attendance calls. Used excel to enter and retrieve data for each line of business which included call flow, attendance, agent metrics, agent forecasting and scheduling, and agent activity. Also worked on email request from upper management and supervisors. Programs used were Orbit, Microsoft Excel, Word, WFM Adherence /blue pumpkin, CMS Supervisor, Outlook, Aspect, WFM Intra-Day Staffing, and Twillio.Worked Job titles and departments:Customer SolutionsCustomer ServiceWorkforce Management AnalystChat supportPOC (point of contact)

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  Gwinnett Technical College

  Healthcare Of Science