I've spent more than 20 years improving call center quality, agent performance, and customer experience across AmerisourceBergen, McGraw-Hill, Wickes Furniture, and SBC Communications/AT&T.
At AmerisourceBergen, I monitored 50–100 customer service calls each week, identified trends affecting QA scores and operational efficiency, and delivered structured feedback to supervisors and leadership. I led calibration sessions, coached frontline agents, helped pilot and implement the Quality Monitoring Program, and delivered training across call center locations in Illinois and Texas.
Earlier at McGraw-Hill, I evaluated calls, analyzed CSAT feedback, built self-evaluation tools, trained offshore teams, and audited internal and outsourced QA processes to improve scoring consistency and service delivery.
