Ryan Echols Email & Phone Number

Remote

• Monitored employee performance using real-time data and reports. Reports to reduce depart wide shrinkage from 27% to 21% over 2-month period.
• Create reporting to identify agent behaviors. Identified issue with call avoidance of agents intentionally hanging up on customer.
• Manage real time queues using Avaya and our in-company customer callback system. Goal to keep abandoned calls under 15% achieved for 2023 YTD.
• Created processes and procedures for system auditing to keep scheduling and employee information accurate and up to date.

United States

• Analyzed KPIs and other performance data to identify business and process deficiencies. Brought unit talk time from 420 sec to 380sec in 8month span.
• Work with units to maximize scheduling including agent engagement.
• Applied quantitative analysis and data visualization to deliver captivating presentations. Create reporting to identify types of calls agents most struggled with.

Irving, Texas

- uptraining of workforce coordinators- gain proficiency in excel to build and upkeep reporting that tracks multiple KPIs

Irving, Texas

Manage schedules of all members within the CMC. Schedule/Reschedule meetings for all the center. Assist agents in scheduling conflicts, computer issues, etc.

Irving, Texas

Assist all customer in troubleshooting and billing related issues. Help team members in use of separate billing system. Assist training department in cross training Custom Homes agents for At Risk Customer agent tasks.

Knoxville, Tennessee Area

Promoted to this position within 2 months of being with company. Also assisted with the training department in new and current agent development as well as assist in escalations.

First call center job. Help customers with billing and troubleshooting. Promoted from position after two months out of training.

Bachelor Of Arts - Ba, Business/Managenent

Music Performance, General