Alex Rambert Email & Phone Number

Raeford, Nc, Us

Fayetteville, North Carolina, United States

Fayetteville, North Carolina

Fayetteville, North Carolina

• Manage day-to-day business area activities; provide leadership and direction to team and set team goals and expectations.• Act as a technical resource for team; provide assistance on system issues, work processes and procedures.• Train team members to ensure less experienced employees are able to respond professionally, courteously, quickly and accurately to all inquiries from internal and external customers.• Provide coaching and development feedback to team. • Work with other departmental teams to review and set performance goals and track performance against these goals.• Identify trends, determine root causes, and initiate appropriate action to resolve issues.• Conduct random audits of team’s work. Review audit results with employees and create performance improvement plans as necessary.• Develop short and long-term service objectives and methods, implement these methods when approved.• Respond quickly and accurately to escalated issues from clients and customers.• Review customer needs and delivery commitments and review with team members.• Serve as a representative of the department on corporate projects.

Fayetteville, North Carolina Area

• Manage day-to-day business area activities; provide leadership and direction to team and set team goals and expectations.• Act as a technical resource for team; provide assistance on system issues, work processes and procedures.• Train team members to ensure less experienced employees are able to respond professionally, courteously, quickly and accurately to all inquiries from internal and external customers.• Provide coaching and development feedback to team. • Work with other departmental teams to review and set performance goals and track performance against these goals.• Identify trends, determine root causes, and initiate appropriate action to resolve issues.• Conduct random audits of team’s work. Review audit results with employees and create performance improvement plans as necessary.• Handle complex employee relations issues. Present specific plans to management to recommend how to best address difficult issues.• Interpret and analyze complex data from staffing models and other sources to identify issues and make recommendations for effective solutions. Develop resource allocation strategies to meet changing business demands.• Lead and represent the department on corporate projects that require independent, sound decision making and broad based understanding of effects on the department as a whole. • Assist with the development of less experienced team leaders.• May develop short and long-term service objectives and methods, implement these methods when approved.• Respond quickly and accurately to escalated issues from clients and customers.• Review customer needs and delivery commitments and review with team members.

Fayetteville, North Carolina Area

· Manage inbound sales teams to meet and exceed performance expectations· Manage sales leads processing to meet and exceed expectations· Manage customer experience for improved Net Promoter Score· Provide process improvement recommendations to drive efficiency and improved customer experience· Accountable for team and department goals and SLAs· Responsible for close rate for new customer interactions· Responsible for upsell/cross sell completions· Responsible for overall customer experience and satisfaction· Communicate effectively to all levels the drivers for performance· Ensure accountability of team leaders, supervisors and team members to perform at the desired level· Coach, motivate & develop direct reports to assist with the coaching, motivation and development of front-line team members· Identify opportunities for improvement of the customer and agent experience· Conduct meetings and focus group sessions. Provide notes, action items and next steps in a concise and clear manner· Make recommendations to optimize systemic and procedural performance· Own the resolution of escalations stemming from assigned team· Drive incremental revenue opportunities at point of sale and through service call interactions· Conduct 1:1s and performance evaluation for direct reports· Conduct interviews and make hiring recommendations· Provide regular reviews of call center performance to business owners