Angela Stokes Email & Phone Number

Managing and directing the daily activities of 150 staffing analysts and 100 staffing coordinators in a fast paced retail staffing call center.

Manager for Billing and Repair in a multi-site call center environment. Career Mentoring was top priority with my 7 direct reports (supervisor level) and preparing customized career path for my other 200 indirect reports. Developed strategic plans for communication and management for performance objectives and provide end-to-end process management support for the customer experience which includes First Contact Resolution, Communication of Area Method & Procedures, Customer Satisfaction including root cause analysis and facilitating cross functional teams to improve results: Quality Assurance, Work Order Accuracy focusing on overall accuracy.Directs team activity to maximize call center efficiency, productivity and cost reductions.Responsible for the selection, hiring, training and development of the Supervisory Care staff.Regularly evaluated and redesigned M & P's for consistency, quality expectations, customer friendly, and relevant for all of today's products and services in a high paced call center environment.

Implement and develop sales plan, revenue targets, and connect goals.Partner with marketing to increase call volume and sales opportunities.Prepare monthly sales forecasts and call volume projections.Monitor and coach Business Sales agents on quality sales presentation of company products and services utilizing the Comcast's 6 -step sales call flow.Conducted sales training on cable, data, and telecom services.

Coach/Develop Sales professionals to achieve excellence in "Selling the brand" "Comcast" rather than pushing promotional offers.Develop sales professional on how to take action and use their empowerment options to push forward on resolving customer concerns within the first customer interaction. Develop current staff of senior sales professionals with the necessary skills to advance to the next management level within the Comcast organization. Monitor, coach, and develop personalized one on one modules for sales professionals based on area's of opportunities to increase overall sales performance. Conduct weekly/monthly/annual sales CAE's review sessions.Ensure staffing levels are consistently maintained with qualified sales professionals to achieve high level sales and quality results. Plan, develop and execute local/division/national sales incentives. Monitor and coach Sales professionals on quality sales presentation of company products and services utilizing Comcast's Quality

Achieved Level 4 Sales status on an accelerated path.Handled escalated customer situations through full customer satisfaction. Processed and developed monthly internal customer credit card procedures and reports.Assisted Leadership team with customer effecting issues.

Daily review of all pending outgoing sales orders for quality assurance.Dispatch liaison between technical staff and frontline employees.Processed all incoming customer's payments, equipment returns and full resolution of written escalation concerns.