Experience

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  Conduent

  May 2016 - May 2020

  Calls quality assurance, developing and implementing call center quality processes and procedures. Analysing all customer service metrics (e.g. CSAT, IR, PQS) and how the support team’s performance affects those KPIs.Analysing and preparing quality reports for management staff review. Outlier Program foundation and management - curriculum creation, program implementation, delivery of coaching sessions and round tables, reporting. As an outcome the group has showed 8% improvement in CSAT and 15% in PQS. Show less

  • Operations Lead

    Apr 2019 - May 2020

  • Team Lead

    Jul 2017 - Mar 2019

  • QA Specialist

    Feb 2017 - Jul 2017

  • Customer Service Advisor

    May 2016 - Feb 2017
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  Hegelmann group

  May 2020 - now

  • Business Excellence Lead - Division Center

    May 2023 - now

  • Operational Excellence SME

    Sept 2021 - Apr 2023

  • Quality Assurance SME

    May 2020 - Sept 2021