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Work Background
Tidal Basin GroupContact Center Supervisor
Oct. 2024United StatesLed rapid response efforts for emergency and disaster relief, ensuring efficient crisis support. Built and scaled a remote customer support team of 15+ agents. Analyzed and optimized call flows, performance standards, and quality assurance. Managed daily Rapid Response Contact Center operations, ensuring seamless service. Adapted to frequent changes in processes and contract obligations, effectively communicating and reinforcing updates to support staff on a daily basis. Troubleshot system issues (hardware/software) via CX One and NICE dashboards. Maintained compliance with state and federal regulations for privacy and security.
MaximusQuality Control Analyst-Veterans Evaluation Services
Apr. 2024 - Oct. 2024United States
Firstsource Solution LimitedCall Center Supervisor
Dec. 2023 - Apr. 2024Florida, USALead and upskill team of 15 + agents assisting case management of loss mitigation services.
Ciox HealthCall Center Leader-supervisor
Mar. 2023 - Oct. 2023Alpharetta, Georgia, United StatesAcquisition led to multiple RIFs and downsizing of outbound call center allowing focus of parent company mission.
MaximusCall Center Supervisor
Oct. 2021 - Feb. 2023North Carolina, United States
MaximusClaims Adjudicator
Jul. 2021 - Oct. 2021Remote-NC
MaximusQuality Assurance Analyst II
May. 2021 - Oct. 2021Remote USA
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