Heather Fox

As a seasoned call center manager with 3.5 years of experience, I have had the privilege of working in diverse industries, honing my ability to create, implement, and manage innovative solutions to drive performance.

Manages performance efficiencies on a team of 18 banking customer service associates, focusing on client satisfaction, regulatory compliance, and personal development. Implements service strategies to enhance call performance for employees, achieving improvements across all KPIs. Monitors call quality and adherence to policies through rigorous call monitoring and data analytics, providing constructive feedback targeted around daily performance syncs.

Collaborates with cross-functional teams to ensure legal compliance and spearhead process improvement sessions among leaders and client. Creates comprehensive reports on individual, team, and client performance, presenting findings to senior management and clients for strategic decision-making.

High School Diploma.