Shatara Thompson

About Shatara Thompson

As an accomplished and results-oriented call center leader with over 12 years of…

Experience

1. Voip Administrator Manager Wfm

   Ensurem

   Jan 2019 — Present

   Oversee 1400 campaigns, ensuring efficient pacing, refreshing lists, and identifying data management opportunities.• Collaborate on dialer enhancements, upgrades, and changes, maintaining optimal system functionality.• Execute data management tasks, including loading, downloading, importing, and managing calling list mix daily.• Develop and optimize call center systems, focusing on customer interactions and IVR systems.• Set up and manage Inbound and Outbound Campaigns, adjusting dialing strategies for State allocations.• Analyze trends and key events, collaborating with management for strategic decision-making.• Provide technical support to the sales floor, troubleshoot issues, and manage Five9 performance metrics.• Monitor and adjust outbound calling campaigns for load balancing, coverage, and maximum productivity.• Configure skill-based routing for agents, present analytic findings to management, and recommend changes.• Liaise with Telecom, BI, and Analytics Departments, manage outbound caller ID, and supervise junior team members.Key Accomplishments o Achieved a 20% increase in campaign efficiency, resulting in a significant reduction in dropped calls.o Implemented skill-based routing, improving agent performance and boosting overall call center effectiveness.

Education

• University of Phoenix

  Bachelor of Science (BS) | Business | General Management