Genevieve Ramsey

As a Level III representative

• Investigated, resolved, and completed written reports and documentation for corporate escalations.
• Evaluated call quality and compliance with established standards to enhance customer service experience.
• Provided actionable feedback to agents, fostering continuous improvement and skill development.
• Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
• Established strong relationships with key stakeholders, ensuring alignment of quality objectives and ongoing support for improvement initiatives.

• Facilitated and delivered product, systems, and communications/language training to newly hired employee of a telecommunications provider.
• Created or updated training curriculum based on training and client needs.
• Maintained detailed and accurate records of training documents and files.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
• Provided support post training, to ensure employees' success in production.