Kory Legette

Background

About Kory Legette

At GDIT I managed a team of call center agents. I was responsible for the entirety of the team’s operations. I made sure I was accessible by walking around and remaining visible to answer questions. I would assist on calls that my agents couldn’t handle and remained available when an agent appeared to need assistance. I motivated and encouraged agents through positive communication and feedback And I made sure the team met at least once a week at minimum to review the following topics: Review the past week’s events, including statistics, results and our site's news. Disseminate new information to the agents. Discuss a point-of-interest topic for the agents. Introduce new staff members. Presented commendations and awards. Communicate company information. Answer questions and comments and provide agents with a glimpse of future weeks. In an effort to improve performance I would perform at least one monitoring evaluation with each agent every two weeks, spending 30 minutes to one hour monitoring the agent. I would spend 20 to 30 minutes reviewing the agent’s performance with the agent. Using a formal monitoring checklist I also Kept track of attendance, daily statistics, paid time off, sick time, etc. I ensured that administrative bookkeeping was accurate. And I created and maintained files on each agent as they related to attendance, production, and reviews.