-Manage day to day execution of the Customer Experience and Performance Monitoring team. -Provide direction on process, behaviors and thresholds to monitor based on monitoring priorities, focus areas and targeted outcomes.-Define the strategy for performance monitoring leveraging center and field resources. -Partner with HR and Training to ensure performance and training needs related to customer experience quality goals are achieved and maintainedCollaborates with Quality colleagues in other departments to discuss process and pricing issues that impact the customer experience-Communicates customer experience trends, recurring issues, best practices and opportunities to leadership within internal customer organizations

Acts as the primary contact to manage the relationship between Cox Call Center Partners and Cox internal Care functions. Responsible for KPI and overall performance of all call center vendors reporting to them Develops and facilitates presentations for quarterly reviews Responsible for leading and facilitating training for Partners Communicate process improvements and standards changes to Partners or internal organizations.Anticipates and identifies tasks required to support change processing, including performing change impact analysis, assigning tasks to team members, verbally communicating complex issues, verifying that tasks are completed and communicating implementation status.Monitors budget and expenses related to outsourced call centers

Counsel and coach employees as required ensuring maximum effectivenessEnsure achievement of system, team and individual performance Communicate competitive information, offers, and marketing sales promotional information to the team to ensure maximum performanceProvide motivation for sales personnel through individual contact, goal setting and regular team meetings

Providing strategic directions, vision and leadership to a crew of 28 people Call Center team that includes the Retention and Sales team as well. Partnering with the Competitive Readiness Project team and provided the competitive business intelligent information to the team.Researched, developed and presented the Competitive Readiness planning activities to the Senior management and the recommendation were approved for execution.Led the Call Center in the implementation and execution of the Change Management activities that were recommended by the Cox Central Florida Competitive Readiness team: including Call Routing, Training, Retention, Wellness Check, E-care, Quality, Sales & Loyalty program. Developing, implementing, and improving procedures through identification of operational activities that require change, improve soft sales and the technological processes that are having impact on customer satisfaction and call center efficiency.Managing customer service functions such as telephone support, customer correspondence and researching operational functions to continue to ensure smooth and effective delivery of service.Administering, coordinating and directing customer service operations and policies as well as assisting customer service representatives with complex customer service issues; approves special prices concessions, quotes, bid allowance, adjustments or other special requests.Handling escalated and unresolved calls, monitoring and evaluating inbound telephone calls as well as developing and reviewing departmental budget to ensure cost effective operations.Supervising a staff of 28 people and five team leads, coaching and training team lead as well as assigning work and setting completion dates, reviewing work, and manager performance in accordance with Cox’s policies, procedures, and performance manager processes.

Responsible for driving sales results of the “Triple Play” product of digital cable, Data-Internet and VOIP phone for a team of 18 Customer Account Executives. Ensure competency and continuity of qualified staff through optimum selection, training, and developments, appraisal and motivational techniques. Ranked consistently in top 3 Sales Team results for the center out of approximately 25 teams. Counsel and coach employees as required ensuring maximum effectivenessEnsure achievement of system, team and individual performance Communicate competitive information, offers, and marketing sales promotional information to the team to ensure maximum performanceProvide motivation for sales personnel through individual contact, goal setting and regular team meetings

Worked as advocate for quality by interpreting and translating quality in such a way that helps other employees understand how it works and why it is in place. Evaluate customer’s interactions to improve the customer experienceWorked with Corporate team at headquarters to develop a national quality platformAnalyze trends and patterns and execute process improvements projectsAct as liaison between National Customer Service headquarters and Detroit regionDeveloped and conducted quality process certification for managersWorked closely with managers to teach how to coach and develop CAEs to sell the value of our products and services as well as provide excellent customer service.Partnered with Comcast University to help facilitate various leadership trainings

Completed daily trunk reports and documented of outages and daily activities as well as managed the in-charge schedulingMonitored pool for outages and dispatch technicians for after business hours outagesAssisted CAEs on floor and on-line as appropriate as well as making sure that managers and CAEs complied with the consistency of maintaining service level