Occupation:Customer Service Manager |
Location:Seattle, WA |
Education Level:Some College Units Completed |
Will Relocate:YES |
Description
QUALIFICATIONS: * 12 years of Manager Experience at AT&T Mobility Call Center * Motivated, personable business professional with a talent for quickly mastering technology * Competency in customer focus, change & innovation, strategic thinking, relationship building & influencing management talent and career building, results focus and inspirational leadership * Performed well under pressure, managing numerous competing priorities and able to multitask * Successfully completed all assigned projects and team administrative activities as requested * Demonstrated history of producing accurate, timely reports and meeting stringent deadlines * Coached, trained, motivated and evaluated representatives to ensure we upheld our reputation of providing world class customer service, quality and met outlined statistical company goals * Responsible for managing a team of up to fifteen representatives each shift bid (average 3-4 shift bids per year) * Gathered data and reports to provide daily, monthly and yearly numbers and status reports and preformed monthly and yearly reviews * Observed representative's performance and provided feedback to improve knowledge and efficiency * Created goal setting improvement plans for the representatives not meeting benchmarks to assist in improving their statistics * Experienced in quality assurance and quality improvement, documented call monitoring sessions, scoring call quality and provided immediate feedback to the representatives to improve their efficiency and knowledge, * Responsible for developing and implementing team incentive programs, bi-weekly team meetings and weekly one on one meetings * Maintained personnel and confidential employee records and customer accounts as required by company policy * Interviewed new potential candidates, managed attendance issues and responsible for termination of team members if necessary * Handled external and internal customer escalations by coaching the representatives to find resolutions that work for both the customer and the business and taking over the call if necessary to provide a resolution * Think outside the box to find ways to anticipate and resolve issues that came up in a timely manner * Flexible and versatile - able to maintain a sense of humor under pressure * Navigate through multiple computer applications with speed and accuracy * 4 years of Project Work - Team Lead and Ticket Queue Auditor and Quality Control: * Analyzed and troubleshoot tickets utilizing systems and application knowledge to resolve efficiently * Created workarounds to fix out of sync orders and wrote documentation for Methods & Procedures * Led different Task Forces to fix the out of sync issues and gathered data and reports to provide daily status reports to Senior Management * Led team to reduce out of service tickets within the nation and maintained SLA for customers * Monitored Ticket Queues to ensure tickets were being worked in a timely manner and reviewed completed tickets to assure proper resolution for quality assurance and quality improvement * Point of Contact for escalations, proactively identify and escalated high-impact issues, worked with cross functional departments when needed to resolve the customer's issue * Worked closely with Asset Protection, Inbound and Vendor Call Centers, IMEI Fraud Group, IT Services, Methods & Procedures Quality Managers, Project Managers and Retail Stores
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