Construction Support Administrator Resume Example

• Provides leadership and vision to develop a strong retention/sales culture to enable retention reps to achieve key performance metrics and maximize revenue targets.
• Select, lead, coach, mentor, develop and provide support to a high-performance Technical support team responsible for resolving customer concerns, overcoming customer objections and resolving on going customer issues, revenue and products/services.
• Consistently deliver upon leadership expectations to include: one on one meeting with team members, training and meeting timelines.
• Establishes strategic partnership across all regions and with Center boundary partners to maximize effectiveness.
• Monitors and analyzes report data to identify customer concerns/dissatisfaction feedback; collaborates with management, makes recommendations, and implements solutions focused on improving customer satisfaction; and takes accountability for driving improvements in customer retention /revenue growth, team productivity, team quality, and optimization of customer satisfaction.
• Effectively resolve complex customer complaints concerning all areas of the company in a win-win fashion by building a rapport with the customer and using interpersonal techniques, networking techniques, and creative problem-solving.
• Train employees and execute diagnostic/troubleshooting strategies pertinent to business need to increase customer satisfaction and reduce overall churn.
• Drives alignment, consistency, and cohesiveness in people practices, call center management activities, overall performance management and customer service delivery, to achieve personal and department goals.
• Implements tactics which enhance customer resolution/sales performance across sales contests, incentives, commissions, leadership development, training, and call center technology needs.
• Other duties as assigned.

• Coached and developed Customer Support Agents through one on one sessions, promoting the 5 Essential Behaviors to improve and exceed in all Serving, Solving, and Selling scorecard performance metric standards. • Ensure that agents grasp the fundamental values of the customer experience while maintaining company standards. • Review customer interactions and provide feedback to the agent/Leader for development. • Ensure each agent/new hire is knowledgeable in utilizing all tools and maintaining operational standards • Promotes positive a positive work environment and operational excellence by maintaining a high level of visibility to the floor • Identifying key outliers within the organization by utilizing reporting then working with those agents to ensure improvement. • Assisted New Hire Nesting program for New Hire Customer Support Agents. • Assisted in identifying issues and the collection of data and research to help improve the customer experience, the agent experience and our company strategy. • Partnered with leadership to align coaching with individual MAP and career goals and to help refine coaching procedures to deliver consistent improvement with our agents