Nialle Condensa

• Work closely with Project Managers, Technicians, Account Managers, and Management to successfully support site specific installations and Product deployment end to end
• Responsible for maintaining communication with all parties for integration projects, including working through vendor specific interface specifications and acting as liaison between Project Management, Integration Management, and third-party vendors
• Manage, plan, and execute required integration tasks to meet project SLA and deadlines for successful product installs
• Understand Securus products and features along with the technology and integration methods being used to educate and advise customers
• Generate documents, including requirement specs, statements of work, communications, meeting agendas, minutes, customer, and inmate flyers and dialing instructions for projects
• Responsible for maintaining positive vendor relationships, daily integration projects, and ongoing integration support and development
• Support many departments including Sales, Account Managers and Client Managers on new opportunities, integration education and escalations as required

• Quality Analyst for following Departments: *Technical Support (Total ownership) *Field Service (Created and owned) *Client Management (Created and owned) *Customer Service
• Developed and maintained quality programs, training curriculums, and test assessments to ensure accurate materials and reflect current business needs
• Exposed and then addressed process, procedure and training gaps in Technical Support, Customer Service and Field Service Departments
• Evaluated employee performance using interaction specific standardized evaluation forms and delivered coaching and employment development activities to improve employee performance
• Administered Quality and HEAT Tech Support Training
• Monitored CSAT performance and conducted Roundtables and Root Cause Analysis Reports
• Identify and participate in process improvement initiatives to reduce waste, increase efficiency, lower costs, improve quality and customer satisfaction
• Projects: Worked with Brian Bruner on product testing for CRM. Assisted in CRM implementation: Developed and managed Tech Support Quality Improvement Action Plan: Led project team in development of new Technical Support Evaluation guidelines and managed review process: Developed and managed Field Service and Client Management Quality programs including evaluation guidelines, review process, department approval, updates, and implementation

• Provided exceptional customer service via phone using excellent communication skills maintaining top quality scores and call center metrics
• Clearly communicated different products, account options and payment methods to customers
• Trained new associates on how to be more efficient and provided correct information
• Handled difficult and/or sensitive questions and customer escalations while maintaining a professional demeanor and finding solutions

• Promoted within four weeks to management position
• Ran shifts conducting all store functions and responsibilities
• Supported company’s growth objectives by maximizing sales and controlling expenses
• Responsible for training, scheduling, and supervision of store personnel, merchandising and operations.

• Responsible for live monitoring of phone calls and chats rooms to provide instant feedback and performance coaching as needed to agents through nesting stage and upward through all levels of customer interaction
• Provided daily reports to QA group and team leads regarding individual agent proficiency, team performance and process improvement strategies