Adrian Dillard Email & Phone Number

San Antonio, Texas, United States

Handled inbound calls inquiries regarding technical and service problems via the U-verse platform. Ranked in the top 15% throughout the Tier II organization for customer satisfaction scores and repeat rates. Worked with management in group session to create processes to improve communication with consumers and lower repeat rates.• Team Lead who handled customer escalated manager calls, peer coached team members and improved low performer results, provided department training classes and created job aids, which were utilized to improve customer experience.• One of the founders of the San Antonio Tier II newsletter, which provided information regarding current events within the organization and process changes that were upcoming.• Worked with outside vendors and affiliated groups to help with the restoration of television, internet and phone services

Handled a broad array of intermediate duties in rendering leadership and strategic supervision to highly motivated and peak-performing customer associates responsible for providing DSL Tier I technical support. Facilitated designated troubleshooting training and hands on coaching intended to enhance the CAs knowledge. Led by example in everyday interactions with customers and employees.• Ranked Top 10% Midwest Region in metrics and repeat rates.• Technical Team Lead who assisted with customer escalations & provided manager back-fill support• Led training initiatives for onboarding representatives to help reduce retention percentages

105 Galleria Fair