Tamara Mccullum Email and Phone Number

*Assisting customers with product searches and installation.*Using Glance tool to guide customers through entry of data for tax returns. *Updating using descriptive details and navigating multiple systems.

*Assisting other management team members in identifying trends and establishing call center goals. *Ensuring staff members are achieving desired service levels and taking corrective action, as needed.*Preparing reports and analyzing call center data to improve processes, ensuring resources are properly allocated and maximizing efficiency and customer satisfaction.

• Created and maintained reports ranging from agent to site level metrics.• Forecast call volume/arrival patterns to ensure that schedules and work patterns meet business requirements while addressing individual needs. • In collaboration with the Customer Operations management, manages changes to scheduling to ensure adequate daily resource coverage• Reviewed results of service level and call volume forecasts, looking for discrepancies and performing root cause.