Andrea E.

Background

About Andrea E.

Passionate people leader driven to lead strong cohesive teams through service excellence. Demonstrated agility to adapt and pivot business focus in customer centric, fast paced and rapidly evolving environments. Experienced Call Center Manager with strong understanding of agent skilling, queue prioritization, KPIs, and data analysis of business costs, scheduling efficiency, and shrinkage through Utilization Rates. Data driven strategist to make sound scalable decisions supporting team, department, and organizational growth. Fluent in navigating crucial conversations while coaching and developing team members with transparency and heart. Collaboration, high trust partnerships, integrity, and transparent intent are at the heart of my leadership values. I thrive in environments where individual and team contributions are celebrated, and kindness & inclusivity are practiced. Experience & Expertise:*People Leadership * Telephony Platforms * Call Center Management * Omni Channel Workflows * ERP & CRM * Salesforce * SaaS/CCaas * MS Office Suite * eCommerce * Project Management * Quality Assurance * Ticketing & Case Management * P&L Reporting * Process Improvement and Execution Career Highlights Automation – Implemented Case Management with phased onboarding and measurable adoption rate Improved efficiency of New Hire Onboarding with faster live agent status Closed out $1.5M regional open A/R CX Project Owner for US - Global Recall & Product Alert CS Engagement Project – Created, implemented, and managed budgeted program partnering agents to various events boosting culture and alignment with corporate purpose 2017 Employee of the Year Award (Ossur Extra Mile)"Success is not final, failure is not fatal: It is the courage to continue that counts.” Winston Churchill