Customer Service Specialist
Current-Facilitate meetings with and without prior preparation-Adhere to and maintain metrics/standards set for every agent while assisting teammates with system errors, and questions on procedures/policies-Side-by-side coaching agents on best practices discussing ‘words that work’ to hit targeted scorecard goals while utilizing proper call behaviors-Developed learning aids to assist agents in adapting with new policies, procedures, and system updates-POC (point of contact) for 60 billing agents tasked with assisting agents navigate through billing system errors and one-off customer situations.-Assisted with floor support when transitioning from XH Billing to XH Retention, similar duties to POC-Spirit/Fun Committee member for six, six-month terms, non-consecutive-Acting POC for team of 13 while supervisor is OOO on vacation. Facilitated meetings, huddles, and coachings-Attend town halls with senior leadership to discuss impact after changes and develop strategies for a more positive impact with upcoming changes-Liaison for agents to provide their perspective when rolling out a new email platform, eGain, for department-Attended daily meetings with senior leadership during rollout of eGain -Rolled out an agent refresh training course to 40 agents after eGain launch was delayed -Floor support for eGain launch, assisted leadership with collecting data, and delivering department-wide expectations followed up with a brief Q&A-Flexible, by efficiently adjusting in three different departments within an 18-month term while going through 4 shift bids in a calendar year due to shifts in business needs. -Actively take escalation and kudos calls from agents to fine tune behaviors during positive and negative interactions with customers
