Experienced DIRECTV Supervisor successful in building contracted fulfillment partners and maintaining results that yield high profits for both DIRECTV and contracted partner.
Works closely with DIRECTV technicians and contracted partners to ensure compliance with job completion, quality installations, and customer satisfaction.
Helped Las Vegas contractors to build infrastructure and institute a balanced management structure for higher completions in a large apartment and HOA DMA. In 2013 we closed 24,487 work orders, resulting in an 88.4% completion rate.
Worked with DTV systems trainer and contracted principles to set up an effective training program for contracted new hires and up to date product understanding for contracted work force.
Manage contractor compliance with DTV customer service/satisfaction expectations. I helped contractors build an internal dispatch that monitors techs performance, work order modification, and job closure real time. This ensures Customer satisfaction that yielded high CSI/NPS scores, job completions, and little missed opportunities to help the customer and DTV/Contractor profitability.
Built a strong relationship with DTV Inventory Manager and Contracted management. I worked with contractors to put an inventory accountability process in place for their techs, where equipment is tracked and managed daily.
Monitor contracted techs work quality with a 25% volume QC requirement. Contracted management is required to QC any tech with a negative SIN30 metric using activities I pull from Analytics. I go over results weekly with contracted QC manager. We also have weekly ride along to monitor first hand any techs with questionable methods, practices, or trends.
Experienced in a high MDU and Commercial market. I Work closely with DTV Operations Manager and contractors on scheduling MDU and Commercial fulfillment/service. I have been involved in managing commercial and MDU new builds from start to finish along with maintaining service.
Work with DTV VIP/OOP coordinator to ensure satisfaction and scheduling with VIP and high profile customers in Las Vegas. This includes meeting with clients to understand their needs and concerns.
Supervises an effective O&O team of 5 techs. Ensures technicians are up to date on DTV policy and procedures. Monitors all tech performance and implements corrective coaching.
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