KANISHA BRYAN

• Oversee call center operation, including 90 agents, 7 leads, 2 supervisors and 2 BPO managers.
• Adept at directing all daily operations with professionalism
• Implemented streamlined processes to enhance operational efficiency, foster employee engagement, and maintain structural stability
• Provided training and mentorship to agents and leaders to equip them with the necessary skills and knowledge to deliver exceptional customer service
• Managed the workforce management system for the entire staff, including forecasting and scheduling through the integration of the Five9 platform and Workforce Management tool
• Contributed to sourcing future call center staff through engagement with the Indeed platform
• Proficient in working with remote and hybrid teams, leveraging various virtual communication platforms such as Zoom, Slack, and Microsoft Teams to facilitate seamless collaboration and ensure project success
• Skilled at establishing clear communication protocols, setting goals and expectations, and fostering a positive team culture that supports a remote or hybrid work environment.

• Managed operations across all three areas of the Regional Support Center (RSC), including Workforce Management, Routing, and Workload Administration
• Efficiently directed the Workforce Management team of 25 coordinators and 3 supervisors
• Manager on Duty in the RSC
• Consisted of overseeing 25 WFM coordinators, 3 supervisors, 60 routing agents, 8 supervisors, 9 workload administration agents, and 25 escalation team agents with 4 supervisors
• Actively supported initiatives to simplify and improve the customer experience
• Guided teams of RSC personnel in directing service and installation technicians to complete daily work assignments within the scheduled timeframes
• Optimized the use of mobile workforce tools and agent applications to enhance performance in the RSC and field
• Managed quota statistics, forecasting labor, and quota management
• Implemented new policies, procedures, and changes
• Tracked and reported on RSC supervisor and technician performance
• Analyzed and reported daily, weekly, and monthly data related to quota activity and field productivity for operational management personnel in the Texas Region (3500 in-house technicians and 800 contractors)
• Prioritized field operations to increase productivity and improved the customer experience through operational changes
• Develop and implement processes to improve efficiency and drive cost savings, resulting in a 30% reduction in operational expenses
• Controlled service and installation availability by communicating with field supervisors and adjusting tech assignments to meet customer demand
• On-boarded, trained, and evaluated Workforce personnel; managed workload schedules and provided instruction and assistance to Workforce personnel
• Collaborated with contractors to maintain appropriate work calendars and quota allocation.

• Managed the RSC Tech Support, Routing, and Workforce Management teams
• Ensured efficient dispatch of service requests to technicians by overseeing the liaison function between technical and customer care teams
• Collaborated with Technical Managers and Customer Care Managers to resolve issues and maximize efficiencies
• Monitored call flow, inbound dispatcher availability, Service Levels, and other critical call statistics to minimize abandoned calls and ensure timely response
• Conducted Quality Assurance on Dispatcher calls and provided coaching for improvement when necessary
• Hired, trained, and evaluated dispatch personnel and oversaw their scheduling and workloads
• Implemented new policies and procedures
• Accomplishments: Organized regional management transitions, facilitated cross-training, became a subject matter expert in May 2018, completed Field Operations Leadership Development in February 2019, and attended multiple leadership development trainings
• Managed a team of 85-125 agents and five leaders with accountability for OTA report, data analysis, and incident reports
• Proactively worked with senior management, tech ops, quota, NOC, ROC, PAC, DOJ, and sales support to identify at-risk accounts and ETD requests, investigated process gaps, and assisted with creating RSC process documentation.

• Effectively managed a high-volume of incoming calls and dispatch requests, consistently achieving a response time of under 3 minutes
• Maintained accurate records of all dispatch activities, including call details, response times, and resolution outcomes, resulting in a 20% increase in operational efficiency.