Ada Baxter Email & Phone Number

Rochester, New York, United States

Webster, New York

Direct and supervise call center agent activities associated with call center operations specific to the transitioning of agents from training to production, including implementing policies and procedures on systems. Establish and execute performance and service standards. Develop and implement process and/or operational improvements to enhance efficiency and effectiveness of operations. Ensure productivity exceeds service and quality standards. Perform call backs to customers relating to escalated issues or poor surveys. Meet with each team member on a weekly basis to review calls and provide coaching. Collaborate with employees to gain agreement on monthly performance goals and strategize tactics on how to meet expectations. Review employee attendance and issue disciplinary action for not adhering to scheduled shifts.

Deliver approximately 300 newspapers daily to residential homes in Henrietta on a specified route.

As a practicing Catholic I find great comfort in attending Good Shepherd Parish. I volunteer for the following: Greet Parishioners every Sunday and make them feel welcome; Gather our Children which is separate instructions to the children of the parish at the 9am Mass each Sunday. I also Lector; speaking the word of Jesus.

Coach and develop a team of 19 front line Operators and two Senior Operators to ensure that all 411/Zero Operator calls are handled in a timely and professional manner. Duties include but are not limited to daily, weekly and monthly Compliance Reporting, employee reviews, employee appraisals, and twenty observations per Operator each month, use of FMS Reporting system. Checked DPI and/or CARS in emergency situations to help law enforcement find persons of interest. Created the “Communications Corner” and Operator Service “News You Can Use” newsletter. Also participate in Impact group activities for the Operators Services Department.

Responsible for Business Take the Lead program input and updating. Support the Middle and Small Sales Market team by inputting contracts in the contract database. Coordinate Rochester internal Voice Helpdesk ensuring that all employees have working phone service.

Customer Care (Outbound Care) Team responsible for multiple projects including but not limited to, Alternate Channel order placement, customer contact for Electronic Signature response, order placement for third-party vendors to include Nothnagle Home Securities, customer follow-up for DISH sales to ensure customer received proper products and correct billing. Save Team Consultants responsible for providing to the customer the best possible solution to meet their needs.

Coach and develop a team of 16 front line consultants to meet and exceed their monthly objectives. Hold regular team, and one-on-one meetings with consultants. Accountable for motivating and training team to generate revenue and maintain answer performance levels acceptable to the corporation. Handle customer escalations. Use judgment in making decisions relating to customer resolution of billing or credit inquiries. Work with other departments to clear roadblocks that prevent the team from meeting their objectives.

Supervise 18 full time first level technicians in the Support Center to respond to customer problems within a recommended time frame.

Manage five fulltime employees and up to 6 part time employees. Assure calls coming into department are answered, orders are data entered and processed in a timely manner.

May 2000 - August 2001 Project Lead Northeast region.June 1999 - October 2000 - Customer Support SupervisorOctober 1998 - June 1999 - 2nd Level Technical SupportJune 1997 - October 1998 - 1st Level Technical Support

March 1995 to June 1997 - Applications SpecialistOctober 1994 to March 1995 - Trusts & Estates Secretary