ken bowen

evaluator analyst

About

I have extensive experience in retail and contact center leadership and customer service. I am focused on consistently providing customers with the best experiences possible. I consistently collaborate with other team members and departments to ensure we are striving towards the same strategic goals. I excel at spearheading and streamlining processes, making them seamless for both internal and external customers. As a subject matter expert, I am often asked to facilitate presentations and training modules for learners of all levels.

Country

united states

City

tempe

Industry

business supplies and equipment

Skill

quality assurance, creative problem solving, analytical skills, customer service, collaborative problem solving

Experience

quality assurance specialist

the home depot

2015-8 - 2016-12 · 1 yr 5 mos

* Monitored and evaluated inbound calls for accuracy, adherence to policy, and service levels * Administered timely and constructive coaching to associates in both written and verbal forms * Designed and presented training modules to Learners of all levels (New Hires to Senior Management) * Partnered with Training to identify and remedy learning gaps

evaluator analyst

grainger

2017-1 - Present · 9 yrs 9 mos

* Evaluate calls and emails to ensure consistently excellent customer service * Identify trends and provide Management with needed support to coach their teams accordingly * Lead discussions at team huddles to ensure strategic changes are being clearly communicated to all * Formulate New Hire introductions to Quality Assurance, effectively setting expectations