ASSIGNMENTS UNDERTAKEN WITH PARTIAL LIST OF RESPONSIBILITIES
Ø Handling all assigned level 2 escalations and issues to full resolution, including owning any associated bugs
Ø Perform troubleshooting, diagnostics, to a variety of issues in the areas of accounting, business functions & customer service,
Ø Decreasing the Refunds, replacement and cancellation of product by ensuring the quality to check the hygiene, Compliance and Behavioral issues.
Ø Participate in all aspects of testing and provide solutions to customers in a timely manner
Ø Help maintain appropriate metrics reporting to drive process improvements and issue awareness
Ø Individual contribution as well as team based contribution
Ø Taking process related initiatives to improve productivity and performance.
Ø Getting trained on projects within a stipulated time line from the Process owners and specialist.
Lead-Workflow Mgmt : Internal movement to Gobal Command Center (WFM) (Oct’13 – March’17):
Ø Continuously monitors CMS, Genesys, IEX,Virtual Hold and related call center tools for incoming channel volume (Inbound, Email and Chat), Clarify Queue Volume and associate real time adherence.
Ø Analyze variances in the projected call volume and staffing real time to determine when or if corrective action must be taken. This requires a bias for action and sound judgment.
Ø Identifies and investigates opportunities to balance workload and resources intra-day and communicates appropriately with managers/supervisor and/or directly with the associates.
Ø Maintains and modifies associate scheduled events and activities.
Ø Manage proactive approval and denial of discretionary activities; such as vacations, training, meetings, 1:1 sessions, etc.
Ø Collects daily unplanned exceptions (call outs, lates) and administers those updates into the workforce management system.
Ø Maintain skill sets within Genesys, CMS, databases, data sources, etc. to support core activities, and allow accurate and effective schedule production in line with forecasted demand. Perform agent skill set administration to ensure appropriate staffing levels and workload balance.
Ø Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks/lunches, etc.
Ø Analyze call volume patterns to manage work shifts, lunches and breaks. Maintain communication channels regarding events that impact call volumes.
Ø Maintain daily event log of any systemic or operation issues impacting regional performance.
Ø Analyze historical performance data to identify trends (associate behavior, call volume, activities, etc.) and provide insightful expertise to regional leadership and centralized Workforce Management team. Develop and distribute relevant reporting to Regional Leadership.
WORKED FOR QUICKEN AND QUICKBOOK:
Quicken is a personal finance management tool developed by Quicken Inc. On March 3, 2016, Intuit announced plans to sell Quicken to H.I.G. Capital; terms of the sale were not disclosed. Different versions of Quicken run on Windows and Macintosh systems.
Ø Handling all assigned level 2 escalations and issues to full resolution, including owning any associated bugs
Ø Perform troubleshooting, diagnostics, to a variety of issues in the areas of accounting, business functions & customer service,
Ø Decreasing the Refunds, replacement and cancellation of product by ensuring the quality to check the hygiene, Compliance and Behavioral issues.
Ø Participate in all aspects of testing and provide solutions to customers in a timely manner
Ø Help maintain appropriate metrics reporting to drive process improvements and issue awareness
Ø Individual contribution as well as team based contribution
Ø Taking process related initiatives to improve productivity and performance.
Ø Getting trained on projects within a stipulated time line from the Process owners and specialist.
Lead-Workflow Mgmt : Internal movement to Gobal Command Center (WFM) (Oct’13 – March’17):
Ø Continuously monitors CMS, Genesys, IEX,Virtual Hold and related call center tools for incoming channel volume (Inbound, Email and Chat), Clarify Queue Volume and associate real time adherence.
Ø Analyze variances in the projected call volume and staffing real time to determine when or if corrective action must be taken. This requires a bias for action and sound judgment.
Ø Identifies and investigates opportunities to balance workload and resources intra-day and communicates appropriately with managers/supervisor and/or directly with the associates.
Ø Maintains and modifies associate scheduled events and activities.
Ø Manage proactive approval and denial of discretionary activities; such as vacations, training, meetings, 1:1 sessions, etc.
Ø Collects daily unplanned exceptions (call outs, lates) and administers those updates into the workforce management system.
Ø Maintain skill sets within Genesys, CMS, databases, data sources, etc. to support core activities, and allow accurate and effective schedule production in line with forecasted demand. Perform agent skill set administration to ensure appropriate staffing levels and workload balance.
Ø Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks/lunches, etc.
Ø Analyze call volume patterns to manage work shifts, lunches and breaks. Maintain communication channels regarding events that impact call volumes.
Ø Maintain daily event log of any systemic or operation issues impacting regional performance.
Ø Analyze historical performance data to identify trends (associate behavior, call volume, activities, etc.) and provide insightful expertise to regional leadership and centralized Workforce Management team. Develop and distribute relevant reporting to Regional Leadership.
WORKED FOR QUICKEN AND QUICKBOOK:
Quicken is a personal finance management tool developed by Quicken Inc. On March 3, 2016, Intuit announced plans to sell Quicken to H.I.G. Capital; terms of the sale were not disclosed. Different versions of Quicken run on Windows and Macintosh systems.