Travis Dunham Email & Phone Number

Tampa, FL, US

Closely Monitoring Routing/Call Delivery for VCG PSO and Internal LOBsIdentifying call volume trends and patterns affecting CX and alerting work groups with informationProactively collaborating across various duties, projects, initiatives and groupsPresenting ideas and complex information to various audiences effectivelyCommunicating Impacts and Executing.

Proactively seeking ways to improve and simplify the business to eliminate customer and employee obstacles.Identifying trends and key insights and drivers week over week to help create and tailor reporting for the leadership team to address behaviors.Managed disability claims and leaves for reps that are out of the business on a benefit leave of absence..

Completed attendance impacting events for representatives schedules.Tracked and monitored disability leaves.Partnered with all levels of leadership and HR to address attendance impacting events and corrective actions pertaining to attendance.Created audit spreadsheets to track audits for timesheets and corrective actions to improve efficiencies amongst my.

Built strong relationships with leaders and senior leadership within the business.Demonstrated strong accountability conversations with representatives.Collaborated with other leaders to share best practices and support for their teams.Developed effective coaching strategies with constructive and applicable feedback to improve rep behaviors.Created an.

Facilitated events within the center to create engagement around employee benefits, volunteerism, higher education, and career development.Conducted focus groups with employees to obtain feedback to improve morale and employee experience within the centerAttended Job Fairs with recruiting to seek out talent for customer service rolesOnboarding New Hire.

Tampa, Florida, United States

Collaborate with peers across departments evaluating and developing solutions, to ensure an exceptional and seamless experience for our customers.Maintain ownership of assigned cases and follow up as necessary with customers throughout case resolution to completion.Utilize internal resources to research both technical and software based issues to determine.

Generating schedules and processing shrink requests that include events, meetings, training, and vacations.Ensuring the most optimal coverage to meet customer service levels.Partnering with all levels of leadership to address scheduling needs.Creating, monitoring, adjusting and auditing weekly schedules, new hire shifts and holiday bids to meet the.

Provide customer service with 99% representative performance over the phone by responding to orders, general customer inquiries, invoice questions, and customer complaints. Project a professional company image through phone interaction.Provide technical support with cellular devices with troubleshooting techniques at resolution rating over 90%.Resolved.