Ashanti D.

Experience

• 

  Convergys

  Jul 2009 - Sept 2022

  Team Leader

  • Manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and metric targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontliners and Management. To offer creative solutions.• Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business. Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations. Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. Show less

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  Concentrix

  Jan 2016 - Jan 2018

  Process Team Lead

  • Expertise in influencing, leading teams and driving change results orientation• Managing support and provide real time coaching and feedback• Initiated sustainable process improvements through the use of Lean strategies.• Accountable for both Client and Cross Site audit, ensuring that all agents and team leads are following the correct process based on client's guidelines

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  Concentrix

  Jun 2018 - now

  ° Manages and updates the Zero Tolerance Policy for the Accounts PH sites. ° Help manage and update FMEA for all Line of Business of the program across PH sites° Help facilitate the biweekly Fraud Cadence for the Account.°Coordinate with the Business and Compliance team of the company regarding FMEA.° Utilize the output of the audit team in updating and making recommendations for Operations that is aligned with the Account's existing Zero Tolerance Policy.° Monitor and track actions taken by Operarions regarding escalated concerns with the clients and any defects observed by the audit team. Show less ° Manage a group of auditors that conduct audits based on the clients needs and report findings and recommendations on a weekly basis. ° Attend weekly performance reviews with different vendors to share findings from audits.° Ensure accuracy and optimum productivity from the audit team by conducting 2 weekly audits per auditor and setting daily targets based on actual the actual audit completed versus the time it takes to complete.° Biweekly coaching session with the auditors to discuss performance, areas for improvement help needed.° Validate callouts from clients by auditing agents and auditing targeted calls based from the list that they provide. Once done we communicate findings and recommendations for actions to be taken based on the Zero Tolerance Policy.° Track actions taken by Operarions month over month and ensure that the appropriate actions are enforced. Show less

  • Quality Manager

    Sept 2022 - now

  • Risk Management Specialist

    Sept 2019 - Sept 2022

  • Audit Manager

    Jun 2018 - Sept 2022