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WORK EXPERIENCE

Jan 2016 - Present

Director, Customer Care

Cox Communications

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.

Aug 2014 - Jan 2016

Associate Director - Technical Support

Verizon

Providence, RI, United States

  • Responsible for the Providence, RI call center supporting Verizon customers and their technical support needs. Managed a team of Customer Support Analysts, Network Technicians, Absence Coordinators, Supervisors and Managers of up to 500 employees that included 7 direct reports.
  • Proven track record of success, driving and executing quality and efficiency improvements in the Customer Service realm. Increased COE ranking from 13th to 8th in 4 months on the job.
  • Practice Leader for strategic direction and coordination of copper landline call handling to ensure customers received concierge service from our frontline experts and outsourced partners.
  • Successfully led a strategic initiative "Prompt Dispatch Trial" in New England region to reduce truck rolls by proactively offering a technician to respect the customers' time. Improved the customer experience, reduced unnecessary truck rolls and reduced repeat calls into the call center. Project scaled to include all service areas in the Verizon footprint.
  • Proactively monitored operational performance metrics including customer satisfaction, dispatch performance, first call resolution, compliance to methods & procedures, employee engagement and other key performance indicators as defined.
  • Constructively communicated issues and opportunities to improve processes or operational effectiveness to executives, union officials and key stakeholders in a timely, diplomatic and fact-based manner.
  • Ensured a leadership presence by displaying a positive, collaborative leadership style through various communication methods such as town halls, one-on-one, and skip-level meetings, and focus groups to foster two-way communication.
  • Used an inspirational approach to strengthen the link between the employe and their personal ownership for resolving issues to organizational strategy, company performance, the customer experience and the Verizon brand.

Apr 2011 - Dec 2013

Director, Enrollment & Experience Customer Support

Kaplan Test Prep

Orlando, FL, United States

  • Ensured the effective administration of all customer quality assurance initiatives, and the achievement of quality targets.
  • Managed a team of 5 Managers and 4 Team Leads who supported up to 18 Student Concierge agents per team.
  • Experience in relocating a department to another state by planning out the details for budgeting, staffing, transfer of business systems and start-up.
  • Assessed all internal call handling processes to effectively meet or improve productivity, monitored and developed reporting on operational performance metrics
  • Took action to remediate issues that impacted goal attainment with a strong focus on employee development through continuous coaching and feedback.
  • Managed staff resources and ensured call center technology was functioning as designed.
  • Excellent strategic, analytical, and problem-solving skills with a proven track record of high performance in a fast-paced environment.
  • Strong collaboration skills with proven ability to work across the organization to accomplish shared goals and proven experience in change leadership.
  • Displayed excellent influencing skills, verbal and written communication and relationship management skills.
  • Set, monitored and reported on annual and monthly objectives that are both stretching and achievable.