Manager, Business Mobility Customer Care
June 2012 — Present
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Manager, Business Mobility Customer Care at AT&T
Work Study Program
Manage 10-16 Customer Assistants that provide first level support to DSL Internet service customers.
Supervise quality monitoring, coaching, daily feedback, measuring and evaluating performance based upon statistical data.
Direct customer contact provided on escalated issues
Meet or exceed monthly time allocation for customer interaction.
• Exceeding monthly and quarterly objectives: First Call Resolution - 81.78%, Quality - 80%, Adherence - 89%.
• My team was able to generate over $27K YTD in revenue while troubleshooting customer issues.
• Service Excellence Award • Key Contributor Award
• Work Force Manger • Bridging/Transition Manager
• Up skill Training Manager • Service Lead Committee Manager
• Employee Council Manager
• Best Documentation Award • Manager’s Choice Award
• Right on Time Award
Area of responsibility included, but not limited to management of customer service representatives involved in customer retention. Coach, motivate, train, develop and guide employee performance through a variety of mechanisms such as observations, metrics analysis and feedback from customers, peers, management and others. I have a strong understanding of customer systems, products/services and leadership skills that are used to oversee and guide employees to meet performance and customer retention objectives. The overall objective is to ensure that the team operates at the highest level of quality and productivity while maintaining the highest levels of integrity and ethical behavior.
The overall responsibilities included activating new accounts and assisting existing customers within the retail environment. I consistently exceeded individual sale targets on a daily/weekly/monthly basis while attaining the highest level of customer satisfaction.
Tasks included, but not limited to hire, train, coach, and develop a team of customer service representative. This also consisted of monitoring quality, attendance, CMS and IEX. Provide feedback based on performance and proficiency which was provided daily, weekly, and monthly. IEX support and contact person for scheduling manpower based upon client requirements.
Responsibilities consisted of a team of customer service specialists that provided technical support to customers that purchased products and services. We produced profitable revenue by building a sales-conscious team while maintaining exceptional levels of customer satisfaction. As trainer of new products and services, I was able to develop, evaluate, plan, interview and hire dedicated employees. The development and implementation of incentive programs to promote perfect attendance, increased sales and reduced AHT is a small list of many accomplishments. I also participated on several implementation teams that developed software programs that helped the specialist be more efficient and proficient during their customer interactions.