Christi Alsabrook

I have held several Supervisor and Management positions in Operations over my 20 years with Aventiv. The most recent positions, Data Integration Manager and Technical Support Manager, included the following responsibilities.

• Monitor inbound agent calls to ensure metrics are met
• Monitor agency activity and grade calls
• Manage customer tickets, SLAs, accuracy, resolve time
• Identify training opportunities
• Create training materials
• Hold monthly one on one's with agents, supervisor
• Prepare and run staff meetings
• Create and delivery annual agent, supervisor reviews
• Track agent attendance and payroll
• Prepare and delivery disciplinary actions
• Prepare various monthly reports
• Work with auditor on prepaid card revenue reporting
• Manage vendor relations for data integrations
• Provide support to Sales Team and Customers for technical support and integration projects
• Manage project scope
• Define and create internal integration documents
• Lead and motivate team
• Manage agent scorecards
• Work closely with Accounting, Regularly, Legal, Project Management, Implementation, Field Techs, IT, and HR on a daily basis
• Decision maker for how and when we integrate with vendors - work closely with PM to achieve goals
• Managed two supervisor and up to 8 agents

Exceeded metric goals of 3-day ticket resolution, average handle time of 300 seconds, average speed of answer of 7 seconds