Ronald Major

Provided daily monitoring of all agents availability to the PCC department.

Monitoring and reporting PCC's daily service levels through our Intraday report while working directly with WFM.

Attended to any customer escalations and quality escalations.

Provided assistance with all new hire training classes and training.

working in partnership with our current DT analytics team in developing GSQ for our specialty clinics.

Currently working on several projects with leadership.

• Responsible for assisting customers in scheduling appointments to our different specialty clinic
• Also providing information regarding our different departments such as location, Mychart assistance, physician availability and referral assistance
• Accountable for maintaining standard and above in all areas of KPI's such as Quality, AHT, ADH, Aux

• Provides daily agent training and coaching to all business KPI's with a focus on team metrics which includes AHT, ATT, Transfer rate and Quality
• Agent development in NPS (National Provider Survey's) by reviewing behavior analytics calls and providing immediate feedback to impose a better quality of calls with Customer

• Overseeing day to day operations by supervising 15 agents and speaking with our Customers regarding escalated issues, sales, new products and service
• Working directly with our training department regarding new products that will enhance the customer's basic needs in their cable, internet and home phone experience
• Also conducting a daily workflow report as well as an EOD which shows the daily forecast of customers and our call volume
• Being hands on with each agent for technical support as well as each department
• Continually maintaining a low attrition and a positive workplace for both agents and leadership team