Nichelous B. Gardner
We’re always in search of quality individuals who want to be part of our team.
- Role
- Call Center Training & Quality Analyst Supervisor at Pfs
- Location
- Lancaster, TX, US
- LinkedIn followers
- 500 followers
About Nichelous B. Gardner
If you\'re like most successful businesses, you\'re always trying to improve your company…
Experience
Call Center Training & Quality Analyst Supervisor
Apr 2011 — Present
Assess training needs for a number of customer client services (inbound/outbound), IT support, chat/online, sales, insurance and healthcare to develop methods along with writing procedure manuals and present information using a variety of techniques including discussions and LMS, conduct presentations, Continues Education (CE courses), team exercises and visual materials; implemented peer coaching and self evaluation programs, monthly newsletters and calendar, monthly deviation reports, and bonus/incentive programs; hire, train/develop & coach 12 Quality Analyst/10 Trainers to oversee and audit call activity & proficient training to ensure compliance with client quality regulations, licensing & guidelines.
Education
Southern University and Agricultural and Mechanical College at Baton Rouge
Bachelor of Arts (B.A.), Mass Communication/Media Studies
1991 — 1995
Skills
- Business Process
- Coaching
- Leadership
- Quality Assurance
- Process Improvement
- Call Centers
- Program Management
- Management
- Contact Centers
- Customer Retention
- Customer Service
- Training
- Customer Satisfaction
- Analysis
- Key Account Acquisition & Retention
- Microsoft Office
- Sales
- Microsoft Excel
- Staff Retention
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