Becky Kirkpatrick Email & Phone Number

National support for contact center and technical support operations developing/updating fONE/Core documentation, CARE communications including Pega/Hub Alerts, center support for all projects affecting the centers including new product rollouts/grandfathering, systems/process improvement projects to enhance/improve Agent/Customer experience.Extensive knowledge of Workflow Manager writing requirements, triaging bugs/new requirements, developing/delivering training, implementing new projects end-to-end, managing maintenance/version releases including UAT to production, communication to centers, post-production support.Created new Workflow Manager Cornerstone training course, stood up Agent Assistance Line bold chat team to support call center Agents.

Conduct call observations to provide data on customer experience trends, customer survey results and required compliance scripting of contact center and technical support center front-line employees.Using call analytic systems (Nexidia and Qfiniti) for recent reporting and recorded calls to perform a series of special studies to provide data to measure quality standards, survey results and compliance adherence to be shared with contact center and technical support center leadership and quality management teams.Provide on-boarding training of systems/processes and on on-going support to new team members as required.Score 95% accuracy rate and over 100% in assigned observations completed.

End-to-end process owner of internal lead referral program (Take the Lead) accountable for over $50M in annual revenue. Highlights included: • Training development and delivery• Vendor relations• Rewards fulfillment and payroll• Process development/improvement and compliance• Coaching/mentoring

Irving, Tx

Lead a team of successful contact center Sales Associates generating $30M in annual revenue and providing the best customer experience. Highlights include:Strengthened skill sets through the development of action plans, discipline, and coaching to performance. Delivered mid-year and year-end performance appraisals. Conducted structured new-hire interviews when necessary. Partnered with local union members and CWA leadership teams. Provided direct contact with customers to resolve customer escalations including executive complaints and Net Promoter Score Detractors.Significant Accomplishments:Recognized as highest revenue producing coach the first year on the job.Won Platinum Club trip the first year eligible. This is a trip awarded to highest revenue producing Coaches.One of four coaches to pioneer the 70/30 compensation plan for Sales Associates. Successfully recruited 80+ associates (approximately 50%) to the compensation plan the first year.

Provided Southwest Area channel support and representation by implementing initiatives to support revenue growth, reduce FiOS cancels, and provide improved customer experience. Highlights include:Lead all communications of promotions/marketing efforts and methods and procedures to the Southwest Area channel. Supported Southwest Area call centers by providing process improvement strategies and issues management. Cross-functional partnerships with Contact Centers, Customer Experience, and network teams to implement initiatives supporting the Southwest Area. Executive escalations resolution and analysis.Significant Accomplishments:Seamlessly transitioned (less than 1% error rate) 162,563 FiOS customers from the old FiOS TV Ordering System to the new one.Successfully implemented Terms of Service acceptance web-site for Consumer contract renewals designed to retain existing customers and provide the best customer experience.

Vendor and customer relationsProject managementData Analysis/Financial Planning/ReportingBilling Disputes