Real Time Analyst
What is your favorite aspect of your job? And how has it impacted your career?
My favorite aspect of my job as a Real Time Analyst (RTA) is analyzing and managing call volume in real-time and ensuring service levels are met daily, weekly, and monthly. I also work with an amazing team. It has impacted my career tremendously. From being a part of the first Frontline Leadership Training program at the Georgia contact center to putting that training and my degree to use, to working with an awesome goal-driven team—it has been life-changing and pivotal to my career.
What aspects of the company culture do you enjoy the most?
What I enjoy most about the company culture is the family aspect. We all work together to become better by helping each other in every aspect of the job. I also love Customer Service Week and the holiday events. Seeing agents in the spirit dressed up or with decorated desks and feeling the excitement in the air for the games and prizes is always exciting.
What motivates you to wake up and go to work?
What motivates me to wake up and work is that every day something can change, improve, or be challenging, and I thrive on challenges—being thrown into something and using my skills and development to succeed and master it. Every day, every hour, we assist members or facilities. Our service to others is 24/7. Sometimes when I take time off from work, I feel like I am missing an opportunity to help someone else.
If you could trade places with anyone for the day, who would it be and why?
If I could trade places with anyone for a day, it would be Cynthia Marshall. Marshall is the CEO of the Dallas Mavericks and the first black woman to serve as a business leader of an NBA team. I am a huge basketball and NBA fan, so to be in the role for a day as a women’s rights advocate and one of the 30 most powerful women in sports would be an unforgettable day.
What are your 15 minutes of fame?
My 15 minutes of fame are my family. My husband. My 12-year-old son, who is 6 feet, 3 inches tall, plays AAU basketball and recently made the Georgia Nationals basketball team. He also participates in several celebrity basketball events and has met many great people around Atlanta. My daughter, who is top of her class, plays volleyball and basketball. And my Victorian bulldog, Kobe, has become quite famous on social media.
What is the best place you have ever visited?
The best place I’ve ever visited was Port of Spain in Trinidad and Tobago where I married my husband. Best day of my life!