At 7C's Global Workforce Solutions, I lead customer service operations and support team performance, service quality, adherence, and queue efficiency. I use real-time queue information and performance data to guide operational decisions.
Previously, as a Customer Service Supervisor at Nice Global, I analyzed service trends and implemented process improvements that contributed to a 40% reduction in average hold times. I also worked with Workforce Management to optimize staffing and queue coverage.
At Conduent, I handled customer resolutions and escalated concerns, using de-escalation and troubleshooting protocols. I also conducted training sessions, and my customer complaint resolution work contributed to a reported 90% increase in customer satisfaction ratings.
