At Everise, I led and mentored a team of 15–25 Customer Service Representatives. I conducted coaching sessions and performance evaluations, and used root-cause analyses to address performance gaps.
I monitored real-time queues and coordinated with Workforce Management to support SLA compliance and headcount utilization. Targeted engagement and nesting programs helped reduce team attrition and improve team QA scores.
At Cognizant Technology Solutions Inc., I supported customers, assisted peers as a subject matter expert during high-volume periods, and analyzed complex issues to improve first-contact resolution. My experience also includes client relationship management at My VA Buddy and healthcare provider services at Alorica.
