EDUCATION

Drexel University Philadelphia, PA

B.S. in Interactive Digital Media Antici. graduation 2022

Rowan College Sewell, NJ

Associate of Computer Graphic Arts

GPA: 4.0

EXPERIENCE

QVC West Chester, PA

Network Ops / IVR Specialist October 2019–Present

- Partnered with WorkForce, Planning, and Senior Management to meet established goals regarding call handling

- Maintained databases and spreadsheets used by the Command Center and external departments

- Accessed, entered and analyzed data/situations and drew relevant conclusions to alert site teams

- Generated and maintained hourly Senior Management reports on contact center performance

- Ensured adequate intraday agent staffing within a constantly changing, live show environment

- Balanced calls waiting with availability by cross referencing projections with live data

- Escalated and participated in bridge calls with Telecom, Help Desk, and IT

- Monitored sales and customer Service IVR’s for both QVC and HSN

- Facilitated recording session with voice talent

Chick-fil-A Deptford, NJ

Team Leader May 2018-October 2019

- Delegated positions and created station setups assigning positions, tasks, and responsibilities

- Released unnecessary staffing when workload did not pair well with employee potential

- Authorized special permissions, discounts, and managerial functions through POS

- Enforced and maintained high company visual and health standards

- Handled guest recovery, phone calls, and deferred catering

- Trained new employees

SKILLS