Kasey Falco
Riverside
Summary
Accomplished Call Center Quality enhancing customer satisfaction and process efficiency by 35%. Expert in data analysis and adept at conflict resolution, I excel in leveraging insights to drive training improvements and agent performance. My management skills ensure high-quality service delivery and team collaboration.
Overview
7
7
years of professional experience
Work History
Call Center Quality Analyst
Brown Center Vision
02.2020 - 01.2025
- Conducted detailed call observations: Used systems like Verint to monitor and analyze calls, ensuring a comprehensive review of call drivers and volume trends.
- Data analysis & reporting: Utilized Smartsheets and Google Suite to compile data, identify patterns, and generate actionable recommendations to improve customer experience.
- Client-focused improvements: Collaborated with cross-functional teams to communicate findings, leading to enhanced training effectiveness and improved agent execution.
- Quality and productivity monitoring: Achieved a 100% completion rate on assigned call observations while maintaining high accuracy in evaluations.
- Improved process efficiency by 35% through targeted quality initiatives.
Call Center Supervisor
Physical Therapy Associates of Providence
09.2017 - 02.2020
- Leveraged client experience: Utilized client products to manage call flows and ensure high levels of customer satisfaction.
- Training and process improvements: Assisted in developing training materials and process enhancements based on insights gained from call center observations.
- Communication and teamwork: Demonstrated strong oral and written communication skills by providing regular performance updates and actionable feedback to the operations team.
Education
Bachelor of Science - Business Management
Penn Foster College
Scottsdale, AZSkills
- Customer service
- Management
- Conflict resolution
- Call monitoring
- Data analysis
Affiliations
- Mentor at WISE
Timeline
Call Center Quality Analyst
Brown Center Vision
02.2020 - 01.2025
Call Center Supervisor
Physical Therapy Associates of Providence
09.2017 - 02.2020
Bachelor of Science - Business Management
Penn Foster College
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