Christie Denise Prigg

Addressed meter discrepancies to enhance customer interaction.

• Managed and motivated Households to be productive with their meter wear and charging.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Optimized performance by supervising daily meter wear of Household
• Maximized Household performance by monitoring household meter wear and changing

• Process Overtime requirements from MX Production Supervisors via OTCS system, verifying in Kronos, if the Employee is on the clock or at home so that we can contact them promptly and per the collective bargaining agreement. Communicate with the Supervisors when possible for more overtime is needed. Communicate to Supervisors their overtime requirement results.
• Monitors shared Outlook mailbox for all communication from Supervisors concerning Overtime Requirements, day off requests, etc.
• Take incoming calls from Employees requesting time off (vacation, floating holiday, sick, etc.) and process according to availability and/or accrual balances in TRAX, Kronos, OTCS and Excel spreadsheet. Notify Supervisors of request via phone call and email for manpower reasons. Process FMLA requests via phone calls once FMLA approval is verified and notify FMLA Team for usage monitoring.
• Analyze and enter Employee information, dates and what type of request from paper documents requesting time off (vacations, floating holidays and day trades) into SIS Indexing application.
• Communicate with Supervisors in various stations to verify the amount of Employees off for vacations and floating holidays are accurate on a daily basis.
• Prepare crew rosters for each shift for Maintenance, Production personnel for manpower reports.
• Enter schedules of Temporary Supervisors into OTCS to prevent their OT eligibility.
• Analyze and process requests from Employees who request to have their prior OT requests removed from the OTCS system.
• Contact Union Representatives when unable to reach Employees for OT during an OT Call-Out to verify no answer; enter such information into OTCS.

• Set career paths for agents, in order to develop them for the next career level.
• Reviewed Bi-Weekly Performance for each agent to keep them up to date with their performance and where improvement is needed.
• Completion and approval of timecards for each agent on a weekly basis.
• Coached agents on Quality Audits on areas of concern in order to correct behaviors.
• Performed disciplinary procedures when warranted towards the agent.
• Attended daily calls with the client to stay up to date on bulletins and to discuss the next course of action with outlier agents.

• Trained New Hires on policy and procedures and job duties.
• Overseen Quality of Customer Care of the employees of the company.
• The Customer care manager made sure our customers were pleased with the service we provided to them.
• Handled any escalations or concerns that were presented by customers.
• Developed New Hire Training Courses for incoming employees.
• Prepared weekly work schedule for employees.
• Strong communication, attention to detail and organizational skills.
• Coordinate and schedule all training.

• Managed a team of 20-25 agents.
• Make sure agents are hitting all metrics.
• CE-Customer surveys (80%)
• MCR-Transferring medications from retail pharmacy to mail pharmacy. (10%)
• AHT-Average Talk Time (300), After Call Work (0s), Average Hold Time (20s), and Quality-Hitting all key points on each phone call. (98%)
• Set career paths for agents who wanted to be developed to the next level.
• Set those agents up for leadership training classes
• Handled Bi-Weekly Performance Reviews for each agent to keep them up to date with their metrics.
• Completed timecards for each agent on a weekly basis
• Attended daily calls with the client to stay up to date on bulletins and to discuss the next course of action with outlier agents.
• Handled all coaching’s for field surveys for the site.

• Oversaw the Training Department and Quality team.
• Responsible for New Hire Training Classes and their overall performance.
• Building relationships with clients to improve call quality.
• Responsible for Quality Assurance of the Site
• Made sure all New Hires received all the tools they needed to be successful at their jobs.

• New Hire Training for Personal Bankers and Customer Care Representatives.
• Created Sales Curriculum and Implemented Specialized Training Courses.
• Opened New Accounts, Lines of Credit, and processed mortgages for customers.