Jan 2016 - Present
Director, Customer Care
Chesapeake, VA, United States
Directly and indirectly responsible for the day-to-day performance of 4 Managers, 26 Supervisors, 4 Onboarding Specialists, 2 Performance Specialists and up to 400 frontline employees in Hampton Roads Technical Support COE through frequent communication, accountability measures, and skip-level meetings.
Passion for encouraging and motivating employees to take responsibility for their jobs and goals by fostering a spirit of teamwork, trust, and unity among employees that allow for, open dialogue, healthy conflict & increased employee engagement while achieving department success.
Partner with peer Directors, Business Support teams, Sales, Marketing, and Field Operations on the overall management and success of the Care organization by executing on strategic vision and company values.
Drive and support systems implementations that reduce customer effort and improve employee efficiencies for the department.