Supervisor of Customer Service, 2007 - present
Restructuring and maintaining of clients' reference material through SharePoint for easier searching and browsing by CSR's resulting in an collective reduction in average handle time.
Developing presentations to add to existing supervisor training, improving operation efficiency and higher quality interactions
Created and currently maintaining a weekly supervisor scorecard using metrics obtained while under the supervisors' responsibility. This has, for the first time for eBay Enterprises, resulted in a report solely focused on supervisor performance through the agents' performance to help supervisors understand how they each affect the overall performance of the company and client as well as understand their areas of opportunity
Experienced user of call center related software including Seibel, Epiphany, CMS, EWFM, COPS, ATG, JDA, SharePoint, Linux and DMMS.
Creation and maintenance of tools and reports through MS Excel and SharePoint to provide metrics and activities