Vicky Simmons

Background

About Vicky Simmons

Enterprise Client Liaison for multiple programs -CRM tech- minor tech including: adding in TFNs, programs, minor scripting changes, setting campaigns and marketing codes (on platforms-Liveops, Five9, Advantone and Magnetic North) utilizing Salesforce and Infusionsoft-Technical Support-Including migrating 40 plus agents in one day to new call center platform. This entailed determining agent’s barrier to utilizing new platform via webinar-Recruiting, scoring voice auditions, interviewing and vetting candidates as well as onboarding. Utilizing Docusign, Salesforce, ADP and HireRight to complete onboarding process. For different Enterprise clients-Payroll and Invoicing (medium to large scale up to 200 contractors) using ADP payroll-Call Center management and agent training, program related and soft skills. Work with Curriculum developer on different programs to assist in developing modules. Then implementation and follow up to ensure comprehension of materials and managing of schedules via Shiftboard-Quality Assurance auditing and scoring via rubric and agent coaching to meet and exceed client’s expectations. Weekly responsibility to choose client calibration calls as well as scrubbing -Calculate and report basic program metrics, KPI and QBR to in house team as well as Client. Utilizing Microsoft Word, Excel and PowerPoint