Description
SUMMARY: Over 10 years experience in customer care, management, technology, planning and agent operations for call centers. I performed the analysis and project management to install various telecommunications customer contact systems for Constellation Energy / BGE. * Increased accounts receivables from 7 to 12 million dollars per month by recommending and installing a new telecommunications tool. * Increased quality of customer service 10% by recommending and installing a new agent voice / screen recording tool. * Increased agent productivity 15 percent by developing an agent self-measurement tool.
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