Morris M.

Genesys Cloud Certified, White Belt Call Center Quality Analyst & VA

Need exceptional call center administration, call center quality assurance, real time monitoring and detailed customer service? My name is Morris, a proficient customer experience/call center professional (Genesys Cloud Certified Professional & Associate) with a proven record of accomplishment in customer satisfaction, interactive quality assurance, business analysis, client retention, team leadership, Omni-Channel contact center implementation, Customer Experience Reporting &Analytics. With over 11 years’ experience in a customer experience operations. What Will I offer you my esteemed client? ● Contact Center Systems Administration (Genesys Cloud, GoVIP, Yeastar & Zoho Desk), Administration, Key Performance metrics review and set up. ● Work Force Management - Call Center, Including - scheduling, adherence & conformance reporting. ● Real Time Analyst & Uptime monitoring to ensure your call center is accessible. ● IVR Flow creation(inbound, outbound, messaging, chat & in queue), Call routing & scheduling. ●Reporting for Management – Excel & BI. ●Customer experience business needs analysis. ● Customer onboarding & document management. ●Project Management Skills (Requirement gathering, vendor engagement & product testing) ●Customer service. ●Complaint Handling & Management. ●Quality Assurance policy framework creation, Evaluation form creation, Monitoring & Coaching. ● Help you set up an online call quality assurance evaluation form (this will take you away from manual excel workbooks & templates) ●Team training and skills transfer. ● 8 Years of Geneys Cloud CX administration & deployment. ●5 Years experience in Oracle Siebel CRM administration. ●2 Years experience in 3CX administration. ● 3 year experience in Zoho Desk & Zoho One administration. Bonus: Process Analysis with a key focus on operational processes that affect the call center.