Pamela Boyd

Processed field experts scheduling requests for 100 field markets.

• Analyzed data by using tools including Service Bench, Click, Power BI, Kronos, ASPECT, and Workday.
• Created weekly forecasting reports to ensure expert availability and efficiency.
• Attended weekly meetings to assist with forecasting and identifying high-risk markets.
• Evaluated market needs for hiring and scheduling adjustments.
• Collaborated with operations leadership about onboarding training for new employees.
• Planned and provided data / solutions to launch 12 new markets in 2022.
• Developed strategies to meet / exceed monthly client contractual goals.

Coached teams of 12-15 experts in troubleshooting devices for Verizon via pay-per-session models.

• Ensure that teams consistently exceeded monthly performance goals.
• Completed weekly coaching sessions, training, and quality evaluations.
• Resolved customer questions and escalations.
• Assisted with onboarding training for new experts and coaches.
• Quickly learned and adapted to new tools and processes.
• Interviewed and recommended potential expert / coach candidates during onsite events and job fairs.
• Achieved Yellow Belt level in the Masters Coaching program in 5.5 months and enrolled in Greenbelt.
• Trained associates on new initiatives and platform improvements.
• Selected for numerous projects and championed initiatives that focused on attrition, morale, and engagement.

Supervised 18-20 associates in processing cellular insurance claims for Verizon / ATT Lines of Business.

• Motivated team members to exceed metrics including call handle time, NPS surveys, and quality audits.
• Consistently led high-performing teams by providing great coaching and support.
• Maintained client monthly service level goals (80 / 30) and helped drive site attrition goals.
• Selected as the only supervisor support for the Verizon LOB from January 2016 - June 2016.
• Attended all manager meetings for Verizon LOB as a POC and presented weekly manager-level read-outs for the Nashville site.
• Utilized onsite events and job fairs to interview / recommend potential customer care / supervisor candidates.
• Achieved Yellow Belt level in the Masters Coaching program in 5.5 months and fifth in the mobility enterprise.
• Participated in leading training for associates on new initiatives such as Same Unit Repair / Claim Automation for the Verizon Wireless LOB.
• Focused on attrition, morale, and engagement for numerous projects and initiatives.

Created training materials using adult and accelerated learning principles.

• Facilitated materials in the classroom and virtual settings.
• Trained, coached, and developed up to 20 agents per class.
• Coordinated all aspects of training from orientation through the transition to the call center floor.
• Maintained all the required records and reports in an organized and efficient manner.
• Mentored and onboarded new training peers.
• Participated in numerous projects and focus groups designed to make job processes more efficient.
• Leveraged proficiency with ramping classes to tenured standards within set goal time.
• Improved and maintained a team environment with all lines of business throughout the center.
• Traveled to different sites to train and develop agents in new lines of business.