Pearl began its partnership with ESDMS in early 2022 and is still in its early tenure, which in the contact center world, is still considered “young”. For Pearl and the employees that support this project, this is exciting as it allows the team to continue to learn, grow and show the client why Pearl was the correct choice to support their callers.
A fun fact about the VA ESDMS project is that it is one of the few programs where Pearl has been able to shine within the IT field. Over the years, Pearl has worked mostly in the medical and healthcare fields so branching out into the IT field was a major step for Pearl.
The employees on this project assist VA employees with the following:
- Incoming calls as well as self-service tickets entered through the VA IT portal.
- Assist in resolving hardware, software, and network issues.
- Diagnose, identify, isolate, and analyze problems.
- Perform clerical and/or administrative duties as assigned.
Over the last 8 months, the client has expressed many times that they are very appreciative and impressed with the work that our team is doing, and just last month, asked us to increase our team size to an additional 35 agents! This is exciting news, and we are happy to broaden the Pearl family.
Below is a list of employees that we would like to thank for all their hard work and dedication to making this program so successful:
Operations Manager – Chandrah Jarrott – Chandrah’s continued development and support of Will and the team members drives the project growth and excellence.
Support Supervisor – William Retallack – Will’s personal background in the IT field has allowed him to provide excellent agent support and communication.
Team Members – Lenise Arkansas, Jason Felosi, Joseph Hammons, Charlie Caldwell III, Crystal Poole, Kyra Thrash, LaWayla Golden, Terell Brewer.
Welcome (New Agents) – Candis Hannon, Nathaniel Jackson, Veronica Hooten, Kiplyn McCall, Desseri Martinez, Santiago Lujan, Justin Middleton, Kierra Dunn, Guillermo Aguilar, Shane Sapolis, Jessica Verdugo, Jamie Hammons, Jeanene Williams, Damaris Talamantes, Joel Baltazar, Hector Cuadro Fernandez.
