Sheldon Mason Email & Phone Number

United States

• Facilitate and implement Oracle interfaces for thousands of recruits, creating accessible and convenient functionality for the CSR. Troubleshoot • Overseer monitoring of CSR performance and call quality at the team and individual level which increase the Net Promoter Score by 10 points.• Present performance metrics to international leadership and CSR teams in weekly mentoring and coaching sessions promoting improvement in Call center customer satisfaction and the NET Promoter Score.• Accomplished in managing and creating IVR (Interactive Voice Response) scripts, ensuring seamless operation and enhancing customer experience. Skilled in scripting languages and IVR platforms, historically implementations show an increase of First Call Resolution(FCR) by 5% and Average Speed of Answer(ASA) Reduced by 10% .• Maintain Key Performance Indicator Reports for international campaigns and Creates Standard Operating Procedure for monitoring and Report Creation• Versed in sending hundreds of mass emails on multiple CRMs, while maintaining a keen eye for detail during testing and quality assurance processes. Proficient in managing email campaigns, ensuring accuracy and delivering impactful communications.• Created developed compelling campaigns for both international and local coworkers, while efficiently managing and troubleshooting the needs of a large user base spanning hundreds of individuals.• I expertly managed an array of advanced contact center technologies, including Five 9, Qualtrics, and Community, to revolutionize the user experience for both customer service representatives and customers.

Baltimore, Maryland Area

• Masterfully crafted intricate IVR scripts designed to deflect and intelligently route users, leading to an extraordinary 30% reduction in abandoned rate.• Created a seamless interface within the Oracle platform, meticulously tailored to cater to the distinct needs of our international BPO partners.

Baltimore, Maryland Area

• Connect with hundreds of Under Armour customers across several channels of communication, phone, chat, email, and social media.• Effectively identifies and promptly resolves challenges, showcasing problems solving and proficiently in information analyzation.

Guest-oriented position which involves daily running and maintenance of the 4-D Immersion Theater, monitoring guest safety in the dolphin amphitheater, running the Will Call window and Membership Desk, and working outside on the pier to ensure guest safety and orderly entry of the building.