Summer Evans Email & Phone Number

Lubbock, Texas, United States

Analyze call center data on a large scale and provide business insights for better strategic planning for long term scheduling needs. Create a monthly business model for senior leaders using specialized statistical techniques and historical data while maintaining a variance within 5%.Identify and create long term and short term staffing needs and proactively mitigate risk to the business service levels for monthly bids, new hires, and additional time needs and provide those insights to senior leaders.Work on a remote team with little supervision while maintaining strong relationships with business external and internal partners by being flexible.Responsible for real time monitoring, to include offering additional time, or voluntary time off Business subject matter expert in implementation of pilot systems and training to increase business productivity.

Lubbock, Texas, United States

Direct support for the agent’s needs in customer service. This included answer new hire questions, and handing complex calls for the agents. On the spot coaching and scheduling coaching sessions to provide feedback on performance improvements.Provide business insights to management on daily sales progress of team members, and provide action plan’s for future perfomance achivements.