michelle mercier

* Supervised team of (8) Quality Analysts, (2) Business Analysts * Payroll, Scheduling, time and attendance, annual reviews * Set and evaluate performance expectation * Coordinate visits to third-party sales vendor facilities. * Third party vendor management and vendor relations * Script creation and revision * Implemented quality assurance reporting tools (GUI, CallMiner, Agent Portal, and Roster Database) to streamline call monitoring process. * Maintained regulatory compliance standards in line with multi-state utility regulations and procedures. * I have experience in clarifying objectives, dealing with ambiguity/under-defined problems, advocating for simplification, and influencing teams. * Held and documented outcome reviews, and developed recommendations for improvements on quality checkpoints and controls.

* Followed company policies regarding timekeeping procedures and conducting weekly audits of timekeeping records to ensure accuracy. * Handled company staffing, payroll, and scheduling needs for all of Dade County Government Security Service

* Promoted to Quality Assurance Manager * Managed a medium sized team which supported 200 agents * Payroll, Scheduling, time and attendance, annual reviews * Set and evaluate performance expectation * Coaching and development * Provided new hire onboarding and training certification * Created on the call job aids which facilitated increased sales and maintained company goals. * Managed internal/external calibration sessions with vendors and team to ensure adherence to call flow guidelines. * Maintained monthly audits of quality agents and supervisor’s evaluation records

* Monitored calls for AT&T Customer Service Representatives. * Facilitated meetings between AT&T clients and management. * Provided feedback and trained AT&T agents on ways to improve or maintain top quality scores. * Created and documented quality assurance scorecard and processes. * Researched and implemented sales techniques for agents. * Trained new agents on the AT&T call flow and quality standards.

* Monitored and coached the team to successfully meet daily goals regarding Quality, Adherence and Average Handle Time (AHT) * Daily analysis of Automated Call Distribution reports (ACD) to make certain that all metrics were met by providing on-going performance feedback, coaching, and motivational techniques * Coached and developed new hires and existing staff in a formal training environment. * Maximized productivity by cross training CSR's to handle all inquiries to meet all daily cut off times. * Coordinated team building events to promote a positive work environment and boost morale. * Effectively follow through on customer complaints. * Manages customer service problems with minimum assistance from management. * Develop creative solutions to customer service problems. * Returns customer calls and answers questions in a timely manner. * Researches questions when the answer is not immediately known.