Cherry May Cuison

MAY 2022-present

• Properly report and track access issues with the client to resolve problems that arise.
• Maintain confidentiality of sensitive information
• Produce reports/analysis as needed to manage the contact center.
• Make recommendations based based on historical, current and/or projected information to adjust staffing levels as needed to meet service metrics.
• Manage interval compliance of agents per Line of business to ensure we hit the required delivery.

2021-2022

• Manages SLA for multiple local accounts and government agencies
• Monitors the call volume, daily attendance, and program break schedule
• Assist with creation of metrics and targets for services
• Provides presentations for daily and weekly overall account performance report and updates
• Real time flagging of agents violating rules implemented by the client and the company.

2019-2020

• Settlement of bets; confirmation of winners
• Verifies schedules and correct creation of all games
• Includes manually the results of the finalized games
• Data and information gathering and analysis for the purpose of understanding factors that contribute to the outcome of sporting events.

2018-2019

• Manage the call volume, daily attendance and program break schedules
• Assist with creation if metrics and targets for services
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce daily, biweekly and monthly internal reports
• Use trends and reports to forecast requirements
• Assist in resolving system problems and issues
• Assist with projects and other duties as requested or assigned.

2015-2016

• Serves as the initial point of contact for day-to-day questions from internal Clients regarding their travel needs, including compliance, regulations, and policy
• Liaison with internal Clients by leading internal communications and acts as 'Travel Consultant' to arrange flights, accommodations, and other needed travel arrangements.

2014-2015

• Ensure customer satisfaction and provide professional customer support
• Responding promptly to customer inquiries
• Acknowledging and resolving customer complaints
• Keeping records of customer interactions, transactions, comments and complaints
• Providing feedback on the efficiency of the customer service process.