Keith Parsons

Background

About Keith Parsons

I'm excited to announce that I've joined the Long family! I've been hired as the Pulse Center Supervisor out of our Beltsville Md office. My role will include training and developing our team of excellent agents, as well as developing and implementing a new QA program. Previously, I was with Window Nation as a Team Lead in the main call center. I managed a group of CSRs in the office and created, staffed and trained Window Nations first ever Work From Home team. That team consisted of a group of CSRs who were trained to handle all types of calls and issues. Previously, I was employed at Pearson Online Blended Learning as the Help Desk Manager. My role was to design, build, implement, and manage a new virtual help desk/call center which will assist Connections employees. Before Pearson, I was the Assistant Call Center Manager with Window Nation. Our unit is primarily responsible for rescheduling missed appointments, and getting "lost" leads back on our schedule - which creates sales for the company. My role encompasses statistical compiling and analysis to maximize success, as well as generating and managing call campaigns and daily contests. Additionally I do some technical writing/process documentation for the organization.