Sharay Ratliffe

Experience

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  MSA Solutions

  Dec 2004 - Jun 2007

  Dialer Operations Administrator

  Executed dialer strategy for multiple portfolios and a multi-site network using Avaya/Mosaix dialers and Austin Logistics best-time-to call and record delivery systems, Calltech and OnQ Troubleshooter for technical issues and served as technical liaison between the IT department and agents experiencing difficulty Managed dialer performance metrics

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  Toyota Financial Services

  Jun 2007 - Nov 2007

  Dialer Adminstration

  Generating reporting using SQL-based tools and MS applications, including Access, Excel, PowerPoint and Word Maintain Daily checklists to ensure all daily processes are done effectively and efficiently. Administer daily operations of an Aspect Ensemble Pro Call Center Suite, which include but are not limited to the following: monitoring IVR, ACD, Predictive Dialer and recording systems.

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  Sprint

  Nov 2007 - Mar 2009

  Training and Development

  Devised training strategies to optimize team productivity and efficiency. Results: Floor experienced a 20% drop in customer churn. Improved employee retention. Results: held the highest new hire retention rate of 97% by facilitating new hire training and adding consistent continuing education classes for staff. Designed instructional workbook materials used in training, including hands-on material, worksheets, review games, course objectives, and course agendas. Managed quality standards and customer service performance through progressive coaching of staff. Results: increased first-call resolution by one-third, and cut calls per subscriber by 39 percent Show less

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  Genesco

  Sept 2010 - Mar 2011

  Retail Store Manager

  Adopted a systematic approach to problem solving employee sales and effectively analyzing results. Results: Able to instill dedication, commitment and willingness to take on a challenging role with tough goals with all staff. Kept 10-person team motivated to complete multi-faceted mission-driven assignment, under deadline. Results: Raised profits by 10% through quality and coaching. Address beneath-the-surface causes of organizational problems/conflicts instead of merely tackling known symptoms. Tracked and collected data-reporting program financial performance. Show less

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  Lovelace Health Plan

  Aug 2011 - Feb 2014

  Supervisor of Customer Relations

  Actively coach and manage 21 person team, providing continuous coaching and education for all reps and new hire training. Results: 95% of employees are meeting or exceeding performance objective. Implemented new quality audit process for call monitoring. Results: Raised overall quality score from 90 percentile to 97% Created and developed Escalations Trackers to effectively handle and track escalations regarding service, eligibility, claims, basic fee and contract-related issues, and certain policy and procedure-related topics. Results: Ability to track off line work activity and conformance to same day resolution on customer issues from Website, emails, voicemails. Aggressive coaching of team members, educating and mentoring lowest performers. Results: Monthly analysis of bottom 5 performers over 90 days showing 100% improvement resulting in lowered AHT and increased quality across team. Show less

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  Elysian Fields ISD

  Jul 2014 - Jun 2017

  Teacher/Coach
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  Accolade, Inc.

  Oct 2019 - now

  • Steward

    Dec 2019 - now

  • Health Assistant

    Oct 2019 - Dec 2019