Keith McCormack

Background

About Keith McCormack

I currently work in my companies MI performance Team, this team are responsible for scoping, managing, delivering and automating stakeholder reports and dashboards using the Microsoft suite of applications, I previously worked in a Real Time capacity whereby we would analyze, trend all call / chat types and patterns for feeding the information into the Senior Management Leadership Team. This information comes from multiple channels and multiple stakeholders within the business and is used to make decisions by the SLT team. Previous role on the Business Impact Assessment (BIA) Team was to look at the impacts to the company based on the introduction of new operating systems. I also completed Business User Acceptance Testing to ensure that the new systems functionality was captured and works according to the process documentation, this also feeds into our training plans for support teams once we "Go LIVE" with the new systems. Prior to this role, I was supporting the inbound Consumer Customer Queue in the role of Point of Contact. I provided support to new and established agents in the live environment with regard to customer queries and set expectations to resolution.