Quality Team - Manager
DBX Solutions DMCC
Total years of experience :18 years, 0 Months
• Managed a team of 14 Quality Assurance agents
• Trains QA agents for process updates
• Worked closely with the account’s POCs in the UK
• Created and maintained ROTA and real time planning for the QA Team
• Created and maintains Absenteeism record, used for Payroll and Performance Review
• Created and maintains Agents Performance Review, MTD and YTD
• Created template for Daily Stats, used for MTD and YTD
• Provides timely feedback/one-on-one with each QA agent
• Issues Warning for Behavioral and Performance Related Issues
• Work side by side with employees to design Action Plan
Strategic Operations Support Analyst (Real Time Analyst/MIS/Workforce Management
Citigroup Business Process Solutions - US CMI Programs, April 2010 - March 2014
• Effectively provided real time monitoring support to Operations in 5 different programs
• Managed call performance metrics - SLA, AHT, ASA, Abandon, and Occupancy
• Created workforce schedules to meet targeted manpower for the site and proposed amendments on real time production
• Assisted team leads in assessment and audit of daily performance through reports generation
• Provided accurate and timely analysis reports for weekly and month end performance used in forecasting
• Created agents scorecard used for incentive and appraisal
• Chosen to head the Reporting and Workforce related tasks of a new line of business, Skip Trace
Collections Officer - CitiMortgage Account
Citigroup Business Process Solutions - November 2008 -April 2010
• Trained Outbound/Inbound collections specialist
• Posted perfect quality score as an agent - 100% Compliance Scores
• Consistently maintained and exceeded expectations metrics requirements, ACW and AHT, QA Scores, Collections on delinquent accounts
Quality Coach - Capital One Credit Card
Affiliated Computer Services, a Xerox Company - Capital One, May 2007 - September 2008
• Efficiently performed call reviews and transcriptions for monitoring and calibration
• Effectively conducted weekly calibration with domestic counterparts to ensure site compliance
• Consistently assisted Operations in process related questions and clarifications
• Successfully coached agents to improve on opportunities and maintain strong performance
Retention Specialist - Great Fun Membership Account
Affiliated Computer Services, a Xerox Company - Affinion, October 2006 - May 2007
• Posted Perfect Attendance as an agent
• Cited as One of the Outstanding Retention Specialists providing beneficial presentations for existing members
• While in this program, I was Shortlisted to apply as Quality coach in a pioneering account, which I was then promoted
CS Representative - MCI / Verizon Telecoms
Advance Contact Solutions, December 2005 - August 2006
• Trained inbound customer service representative
• Handled billing concerns - disputes, credits and pro rating bills
• Assistedcustomers to switch lines, local and long distance; made sales thru up selling features
• Performed SME tasks - assisted new hires, monitored break adherence, and tracked daily sales of the team