Shatara Thompson

Experience

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  Humana

  Oct 2013 - Oct 2017

  Frontline Leader/ Five9 Analyst

  • Provided business configuration advice, training, and problem resolution for the Five9 call center platform.• Designed and managed two successful hurricane outreach projects, showcasing adept use of the Five9 Platform.• Created and maintained Inbound IVR and Outbound calling campaigns for optimal call center operations.• Proactively researched and implemented tools, analyzed trends, and developed long-range plans for issue resolution.• Managed day-to-day operational aspects of the Five9 platform, ensuring seamless functionality and performance.• Implemented workforce management techniques, achieving service level goals and aligning with business objectives.• Communicated daily with management to define, monitor, and implement strategies and initiatives for improvement.Key Accomplishmentso Elevated call center efficiency by 20%, optimizing Inbound IVR and Outbound calling campaigns successfully.o Spearheaded successful hurricane outreach projects, showcasing expertise in designing and managing campaigns on Five9.o Achieved a 15% improvement in workforce management, aligning service level goals with business objectives. Show less

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  TVR Communications

  Feb 2018 - Sept 2019

  Call Center Operations Manager

  • Recruited, hired, and trained call center staff, ensuring readiness to address customer queries effectively.• Compiled and analyzed call agents' data, creating insightful performance reports for strategic decision-making.• Evaluated individual and team effectiveness, collaborated with upper management on performance reviews.• Assisted call agents in resolving challenging customer service issues, fostering a positive service environment.• Monitored team performance, provided necessary tools for optimal efficiency and customer satisfaction.• Determined operational strategies, evaluated results and objectives, maintained and enhanced call center operations.Key Accomplishments o Achieved a 20% improvement in call center efficiency through targeted recruitment and training initiatives.o Implemented data-driven strategies resulting in a 15% enhancement in individual and team performance. Show less

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  Ensurem

  Jan 2019 - now

  VOIP Administrator Manager/ WFM

  • Oversee 1400 campaigns, ensuring efficient pacing, refreshing lists, and identifying data management opportunities.• Collaborate on dialer enhancements, upgrades, and changes, maintaining optimal system functionality.• Execute data management tasks, including loading, downloading, importing, and managing calling list mix daily.• Develop and optimize call center systems, focusing on customer interactions and IVR systems.• Set up and manage Inbound and Outbound Campaigns, adjusting dialing strategies for State allocations.• Analyze trends and key events, collaborating with management for strategic decision-making.• Provide technical support to the sales floor, troubleshoot issues, and manage Five9 performance metrics.• Monitor and adjust outbound calling campaigns for load balancing, coverage, and maximum productivity.• Configure skill-based routing for agents, present analytic findings to management, and recommend changes.• Liaise with Telecom, BI, and Analytics Departments, manage outbound caller ID, and supervise junior team members.Key Accomplishments o Achieved a 20% increase in campaign efficiency, resulting in a significant reduction in dropped calls.o Implemented skill-based routing, improving agent performance and boosting overall call center effectiveness. Show less