Experience

BrightStar Credit Union

• United States
• Financial Services
• 1 - 100 Employee

• Contact Center Analyst

  • Sep 2015 - Present

  Miami/Fort Lauderdale Area



Convergys Corp. - AT&T Wireless

• Business Operations Analyst

  • Dec 2013 - Apr 2015

  Tamarac - FL • Recommended solutions based root cause findings from analyzed customer’s satisfaction and dissatisfaction response data. • Successfully completed customer satisfaction data reporting for three AT&T Wireless departments. • Resolved and interpreted historical and actual call pattern for all transaction types in order to drive effective and efficient strategy decisions and recommendations to operations and clients. • Prepared and organized call calibration sessions in joint calls… Show more • Recommended solutions based root cause findings from analyzed customer’s satisfaction and dissatisfaction response data. • Successfully completed customer satisfaction data reporting for three AT&T Wireless departments. • Resolved and interpreted historical and actual call pattern for all transaction types in order to drive effective and efficient strategy decisions and recommendations to operations and clients. • Prepared and organized call calibration sessions in joint calls (contact) monitoring with client, client services team and call center team. • Recommended solutions for identified operational and service problems based on historical call type and products. • Developed initiatives to drive continuous improvement. • Provided complex statistical and analytical call center reporting. • Developed and updated as necessary process of documentation on performance. • Successfully completed special projects and research as requested by management. Show less



Convergys Corp. - DIRECTV

• Sr Associate Call Quality and Operations Performance

  • May 2011 - Dec 2013

  Tamarac - FL • Provided continuous reviews and enhancements of established customer service quality standards. Recommended modifications where appropriate. • Ensured that client quality and corporate customer satisfaction goals were met or addressed in a timely manner. • Recommended solutions based root cause findings from analyzed customer’s satisfaction and dissatisfaction response data. • Prepared and organized call calibration session in joint calls (contact) monitoring with client, client… Show more • Provided continuous reviews and enhancements of established customer service quality standards. Recommended modifications where appropriate. • Ensured that client quality and corporate customer satisfaction goals were met or addressed in a timely manner. • Recommended solutions based root cause findings from analyzed customer’s satisfaction and dissatisfaction response data. • Prepared and organized call calibration session in joint calls (contact) monitoring with client, client services team and call center team. • Monitored quality and accuracy attributes. Provided feedback on findings and recommended solutions to address root cause. • Reviewed and analyzed historical and actual call patterns for all transaction types in order to drive effective and efficient strategy decisions and recommendations to operations and clients. • Timely scheduled and organized feedback to CSU and Training Department regarding identified performance and/or inefficiency issues, training opportunities. • Timely created weekly monitoring plans for each CSR based on performance and need for improvement. • Documented adherence to required customer service quality standards and assigned component and overall performance scores. Identified key, recurring issues across the department. Results were compiled in monthly reports for each supervisor • Coordinated efforts with Training Department to ensure that appropriate instructions and development was in place to address client quality initiatives. • Acted as subject matter expert for practices, standards, and concepts within related operations, quality and employee training. • Successfully completed special projects and research as requested. Show less



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Team Leader\​Coach

  • Jan 2000 - May 2011

  Tamarac • Successfully managed and developed a team of 15 - 20 representatives including, hiring, and training. • Assisted in the development of short, medium, and long term plans to achieve team’s strategic objectives. • Experienced in leading a team with flexible and changing work shifts and schedules requiring occasional extended work days as well as weekend/holiday shifts while maintaining a reduced attrition rate. • Maintained an efficiency through approved scheduling parameters by… Show more • Successfully managed and developed a team of 15 - 20 representatives including, hiring, and training. • Assisted in the development of short, medium, and long term plans to achieve team’s strategic objectives. • Experienced in leading a team with flexible and changing work shifts and schedules requiring occasional extended work days as well as weekend/holiday shifts while maintaining a reduced attrition rate. • Maintained an efficiency through approved scheduling parameters by running “what-if” scenarios to maximize service level agreements • Identified, recommended, and implemented improved methods, procedures and workflow. • Ensured sales agents achieved individual goals for call and sales standards. • Encouraged friendly competition and assisted in the development of incentive programs to help increase productivity and morale. • Developed and presented performance improvement materials directed at specific products and/or specific sales or quality skills. Show less