Aimee Miller Email & Phone Number

Coudersport, Pennsylvania, United States

Couderport, PA

• Implemented large scale company process changes. Maintained and improved level of customer and agent satisfaction and performance. Supported processes and training for video, internet and phone products. Ensured agents.
• Provided scope of support review at each customer care level, ensuring efficient issue resolution.
• Partnered with product and engineering teams, defining troubleshooting steps.
• Collaborated with marketing and training on customer and agent communications, including customer letters, training and knowledge management articles, ensuring customer, enterprise and regional employee preparation for.
• Completed post-launch follow-up, refining troubleshooting steps and assisting with issue resolution.

• Evaluated project requests for assignment to team based on individual existing knowledge, availability and growth potential. Distributed work and contributed to advancement of employees. Provided project guidance to.
• Partnered with Enterprise Care, developing process for tracking all customer care project activities, resulting in fewer conflicts and obstacles.
• Maintained project data in SharePoint and facilitated biweekly and monthly updates via phone and email, communicating with full customer care staff for inclusion, awareness and input and increasing team engagement.
• Provided on-site floor support for pilot launches of applications at each center as well as facilitated focus groups and 24/7 webinar, gathering feedback, providing real-time responses and resulting in vital feedback.
• Collaborated with technology and pilot team members, maintained SharePoint, tracked feedback, prioritized fixes and monitored enhancements, resulting in higher agent satisfaction with application.
• Partnered with legal department, reviewing agent processes and ensuring adherence to Customer Proprietary Network Information policy.

• Served as liaison for Enterprise Care Centers through high speed data migration from Adelphia to Time Warner Cable and to Comcast. Oversaw transition of support from on-shore to off-shore vendors.
• Partnered with training, human resources, technology and quality assurance teams and created call center launch template, including tasks for hiring, training and tools access (logins / firewalls), quality assurance.
• Coordinated safety and culture program, ensuring secure employee off-shore travel.
• Implemented agent test plan, checking full utilization of the tools as well as sound quality and routing for receiving phone calls.
• Collaborated with engineering and marketing and created migration plan for High Speed Data Migrations between Adelphia, Time Warner Cable and Comcast, providing minimal service interruptions for customers and effective.

Bachelor Of Applied Science (Basc), Mathematics And Computer Science

Activities and Societies: Work Study at the Computer Center

Master'S Degree, Curriculum And Instruction