Brandy Ford Email and Phone Number

Responsible for timely payment of all bills, loans, vendors, taxes etc•Employ 3-6 part time employees•Comply with wage laws and requirements•Manage complex route assignment•Work closely with dealers and business owners to ensure timely pickup and delivery of vehicles•Assess and develop employees performance

My passion for the last fourteen years has been the development and training of quality customer service representatives for DISH. From auditing, providing the business with trending data and analysis to driving the behaviors needed to achieve world class customer service, I have been involved with and helping people achieve the best results possible. I was also instrumental in helping DISH develop their quality assurance and customer experience forms and reporting. More recently I have taken… Show more My passion for the last fourteen years has been the development and training of quality customer service representatives for DISH. From auditing, providing the business with trending data and analysis to driving the behaviors needed to achieve world class customer service, I have been involved with and helping people achieve the best results possible. I was also instrumental in helping DISH develop their quality assurance and customer experience forms and reporting. More recently I have taken on more of a business analyst role which has helped to develop my project management skills further. Show less

Gathers, tracks and analyzes business data•Audits behaviors related to agent sales performance •Reports agent misuse of company offers •Provides suggestions for agent accountability based on call listening and fact finding •Provide operational support to ensure premium providers incentives are handled effectively and efficiently •Coordinates with site leadership in all eleven owned and operated sites to ensure prizes are delivered and tax forms are completed •Liaison… Show more Gathers, tracks and analyzes business data•Audits behaviors related to agent sales performance •Reports agent misuse of company offers •Provides suggestions for agent accountability based on call listening and fact finding •Provide operational support to ensure premium providers incentives are handled effectively and efficiently •Coordinates with site leadership in all eleven owned and operated sites to ensure prizes are delivered and tax forms are completed •Liaison between Upsell team and the customer service centers•Creates ad hoc reports as requested in an accurate and timely manner•Assists senior manager with various tasks and items as needed Show less

Conducts research related to commission inquires: activation fees, residual and tiered payments, promotional commissions check fees and charge backs.•Responsible for identifying these issues, determining appropriate action(s) to be taken and escalating as appropriate, demonstrating follow through to ensure problem resolution.•Ranked number one Top Analyst for 22 months in Retail Services. Always rank in the top 5% of our department of 60 analysts. •Defines process improvements and… Show more Conducts research related to commission inquires: activation fees, residual and tiered payments, promotional commissions check fees and charge backs.•Responsible for identifying these issues, determining appropriate action(s) to be taken and escalating as appropriate, demonstrating follow through to ensure problem resolution.•Ranked number one Top Analyst for 22 months in Retail Services. Always rank in the top 5% of our department of 60 analysts. •Defines process improvements and recommends the appropriate implementation steps toward improved retailer support and processing time. •Receives, researches and resolves issues that have been escalated Show less

Coordinates calibration meetings with site managers to improve the development of employees engaged in service and to ensure all sites and all levels of the enterprise are calibrated with service ratings.•Developed training material for supervisors, managers, and customer service representatives in order to improve overall customer experience and call standards throughout the enterprise.•Involved in the development of the currently use customer experience process that is now being used… Show more Coordinates calibration meetings with site managers to improve the development of employees engaged in service and to ensure all sites and all levels of the enterprise are calibrated with service ratings.•Developed training material for supervisors, managers, and customer service representatives in order to improve overall customer experience and call standards throughout the enterprise.•Involved in the development of the currently use customer experience process that is now being used as training in all the sites to help boost net promoter scores. Show less

Offer strategies that improve knowledge skills and abilities of the customer service representatives. •Maintain database to track results of monitoring campaigns. •Participate in the presentation of the quality process to new hires and supervisors.•Audit the work of the QA Specialist to help develop feedback being provided to the agents being monitored and evaluated. •Trained QA staff on the expectations and processes concerning the QA department and Audit process in the QA… Show more Offer strategies that improve knowledge skills and abilities of the customer service representatives. •Maintain database to track results of monitoring campaigns. •Participate in the presentation of the quality process to new hires and supervisors.•Audit the work of the QA Specialist to help develop feedback being provided to the agents being monitored and evaluated. •Trained QA staff on the expectations and processes concerning the QA department and Audit process in the QA department. Show less

Assisted with the development, implementation and maintenance of back office work and operations.