Call Volume Analyst

Posted on: 2006-07-16

Professional Experience Cox Communications- February 2005 to Present Call Volume Analyst(05/06-Present) Lead Technical Support Representative(02/05-05/06)  Accesses customer databases or other electronic files and/or paper reference material to locate customer records  Describes Cox services and explains how to use them.  Troubleshoots service-related problems with customer; schedules a trouble call or refers call to technical support staff, if necessary.  Updates customer records and documents call, action taken, and any follow-up required.  Assists other TSRs, leads and supervisors, as required. Coleman and Associates- August 2004 to February 2005 Customer Support Technician  Listens and resolve customers concerns promptly and document and quality issues regarding billing inquires for Verizon products  Responsible for handling customer concerns correctly at the first point of contact  Research and resolve complex customer issues and directs account inquiries to the appropriate department for immediate resolution  Ensures customer satisfaction and retention while effectively documenting all contacts and issues with customers. Bank of America- August 1998 to August 2004 Lead Operations Representative (02/04-08-04) US Airways Liaison and Research Analyst (09/03-02/04)  Investigated and resolved rejected deposits for financial consistencies  Coached, developed and trained fellow associates for various banking and monetary transactions plus facilitated monthly financial meetings.  Assisted in developing procedures and guidelines for balance transfer and electronic convenience checking processes.  Conducted New Hire Training classes on the Co-Brand Airline products  Designated as Subject Matter Expert for the Call Centers.  Answered, researched and resolved complex customer issues and/or inquires regarding Visa and MasterCard accounts Team Manager (1999-2002)  Monitored and supervised associates performance and provided immediate feedback and career path development and/or opportunities.  Expediently resolved complex customer inquires and escalated customer complaints.  Supported the development and implementation of new products lines and identified performance improvement opportunities.  Observed and adjusted team member’s schedules and/or work assignments to ensure proper coverage on a consistent basis.  Provided input on team member performance along with written documentation as needed and carried-out disciplinary actions when necessary. Amerigroup Corporation- May 2002-May2003 Non-Clinical Call Coach  Evaluated the quality of calls during silent observations and side by side sessions for 250 associates  Conducted daily and monthly feedback  Attended team meetings to address development opportunities and process improvements  Reinforced HMO and MCO guidelines  Answered inquiries from members and providers along with reprocessing claims  Conducted On-The-Job training for newly hires associates Training Supervision and Coaching Leadership Facilitator Managing Conflict Resolution Managing from the Heart Relationship Management Professional Activities Bank of America Women’s Network- 2001& 2002 Bank of America Team Spirit Committee- 2003 Education ECPI College Virginia Beach, VA Currently Enrolled---AA in Business Administration Long and Foster Real Estate Training Center-Principles of Real Estate- Certificate & Licensed Tidewater Community College Virginia Beach, VA 1994 & 2002 Norfolk Skills Center Norfolk, VA 1996-Certificate