Driven, self-directed Leader with strong communication skills and absolute integrity; an asset and contributor to the execution of goals and development of an organization to ultimately improve the customer experience.
· Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
· Virtually monitor employee performance and provided coaching and constructive guidance to address areas of concern.
· Maintain compliance with company policies, objectives and communication goals
· Set overall vision and provide team leadership.
· Set and help manage schedules to give proper coverage to required areas and meet customer service demands
· Adjust job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
· Evaluate employee performance, coach and train accordingly, increasing quality of work and employee retention
· Interview, hire and train new employees for a Universal Agent position
· Provide coaching and counseling to multiple employees to encourage professional growth as well as meet short- and long-term goals
· Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
· Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
· Maintained compliance with company policies, objectives and communication goals.
· Set overall vision and provided team leadership.
· Set and managed schedules to give proper coverage to required areas and meet customer service demands.
· Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
· Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention.
· Interviewed, hired and trained new employees for a Universal Agent position.
· Provided coaching and counseling to 13 employees to encourage professional growth as well as meet short- and long-term goals.
· Process mapping and launching of several new tools for the region – (OAS, WFX scheduler, Automated Dispatch Tech Exception Manager)
· Communicated effectively with field personnel regarding any customer-impacting concerns, minimizing the need for future contacts
· Successfully contributed to the departments achievements and surpassing of iChat/EROne goal of 90% by achieving a personal Service Level Agreement of 98% thus helping to improve the customer experience
· Improved the customer experience metric by achieving and surpassing monthly Average Time to Install (ATTI) goal of 5.5
· Consistently implemented new procedures as well as trained co-workers, as a result helped to reduce downtime for training from 1 week to 4 days
· Allocating resources and balancing quota efficiently to help achieve our Average time to Repair (ATTR) goal of 36 hours
· Overachieved Service Level Agreement (SLA) goal of 80% by managing, processing and completing all tech exceptions (TEM) within my charge in a timely manner with 99% accuracy
· Assisted with forecasting, scheduling, service level and technician performance reporting
· Assisted with the development of annual, monthly, weekly and daily projections of staffing requirements and shift vacancies
· Recommended and assisted technical operations leaders in the development and execution of staffing plans and shift bids
· Coordinated special projects between different Field Fulfillment Office (FFO) teams along with all the other day to day changes
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