Shakia J. Email & Phone Number

Research and summarize best practices that were implemented across the teamo Raised customer satisfaction MoM from 51.7 January to 55.0 AOD by utilizing efficient performance management, data analysis and resource forecasting and process improvements.o Ensure program success of third-party BPO partnerships by building and maintaining strong customer and management relationships.o Analyze knowledge gaps/trends to create actionable steps to achieve performance improvements.o Gather, clean and analyze data by creating visualizations to share with business partners on past performances.o Audit and review customer surveys to identify opportunities and problem-solve those challenges to influence positive customer satisfaction.

Glendale, Arizona, United States

o Raised customer satisfaction YoY average from 46.1 NPS in 2021 to 48.3 NPS in December 2022 YTD by designing and implementing processes that reduced time to answer customer inquiries.o Analyzed past product performance to identify trends and implement corrective measures for process improvement.

Glendale, Arizona, United States

o Increased team performance 5% each month by providing frequent performance evaluations which aligned team on goals.o Probe and problem solve to avoid fraudulent practices of unauthorized payment transactions.o Reduced chargeoff dollars by successfully converting delinquencies of a right-party contact on Inbound and Outbound interactions to a secure payment.

Darlington, South Carolina, United States