Experience

Tethr

• United States
• Software Development
• 1 - 100 Employee

• Speech Analytics Lead

  • Nov 2021 - Present



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Speech Analyst

  • Jan 2017 - Apr 2021

  • Worked with multiple stakeholders in operations-led and analyst-led initiatives for operational changes • Built and developed categories in Speech Analytics • Used data in both SAS and Speech Analytics to help in root cause analysis • Collaborated with different departments in identifying solutions with focus on issues found by Speech Analytics • Steered regular governance forums to set the direction and prioritization of various Speech Analytics initiatives

• Training Manager

  • Feb 2015 - Jan 2017

  • Managed the learning and development of new and tenured representatives • Facilitated both instructor-led classes and on-the-job training of contact center new hires • Restructured the new hire training program to ease comprehension • Implemented ongoing refresher training sessions to retain and reinforce knowledge • Created study guides and job aids to make it easy to follow complex processes

• Complaints Manager

  • Oct 2013 - Feb 2015

  • Resolved escalated customer complaints both verbally and in writing • Regularly coordinated findings on trending complaints with operations • Managed the communication of weekly updates to smoothen out possible misunderstanding • Maintained documentation on processes to spread institutional knowledge

• Customer Service Specialist

  • Apr 2010 - Oct 2013

  • Handled phone calls to complete customer request and to answer queries across several consumer banking products such as credit cards, loans, mortgages, checking, and savings accounts