Shonta West Email & Phone Number

Atlanta, Georgia, United States

Manage multiple VCG agents LOA benefits and time, across multiple states and time zones ensuring consistent applications of guidelines. Utilize and create reports and spreadsheets. Review and interpret the Disability Dashboard for our vendor Sedgwick. Including updating information in systems such as Verint, our National Attendance Tool and People Soft.● Use professional concepts to resolve a wide range of complex issues in creative and practical ways while following company policies & procedures.● Build relationships with different levels of leadership from Senior Managers to HRBPs using strong verbal and written skills.● Combine a high sense of urgency with strong analytical and deductive reasoning skills to complete daily tasks.● Analyze center KPI and confidential information to determine proper attendance coding, Corrective Action creation and review.

Alpharetta, Georgia, United States

Organized tasks, time management and prioritization skills with a high sense of urgency and experience in handling escalations.● Evaluated employee daily shrink and performance results while developing and using personalized coaching for optimal productivity● Conducted monthly and quarterly performance reviews.● Educated team on new policies/procedures while supervising, coordinating, and conducting communications in representatives/staff training sessions.● Managed a team of call center representatives ensuring optimal productivity and quality customer satisfaction through retention and increased loyalty.● Created and drove daily, weekly, and monthly incentives to encourage motivation and high-performance metrics.

Alpharetta, Georgia, United States

● Handle inbound calls from customers with billing/customer service inquiries.● Tier I troubleshooting of advanced devices.● Multi-tasking through multiple screens/systems.● Create outstanding and out of the box experiences for the customers.● Made Director’s Club 2017 & 2018 (Completed in the top 5% in the center)

Alpharetta, Georgia, United States

● Developing and leading debrief sessions on tool utilization, procedures, and policies.● Developed and executed team incentives and engagement activities.● Educated transition team on new policies and procedures.● Coaching and developing new hire employees while also supporting them while taking live calls utilizing multiple systems.● Taking escalated customer calls to resolve in a timely and efficient manner to change to a positive customer experience.● Project Management in leading call calibrations and observations to identify call behavior trends in Verint Impact 360.

Rochester, New York, United States

● Analyzed credit applications of new and existing customers.● Taking payments over the phone from customers with security deposits.● Used multiple systems and screens to analyze and inform sales agents of incomplete and incorrect credit applications.

Sociology, Sociology

Associate Of Science - As, Human Services, General