Carol Mccloud Email and Phone Number

Resolved employment-related disputes through proactive communication.Organized and led multiple new hire orientations and training to promote collaboration.Handled understaffing, disputes, terminating employees and administering disciplinary procedures.Drive sales by overseeing the guest service and merchandising of two to three departments with sales ranging from $2 -$9 millionAct as leader on duty, as well as opening and closing the store on assigned daysAssist with recruiting and hiring of my teamEnsure great service by interacting with guests and team membersStrive to achieve sales goals and maintain budget controlEmployee coachingPerformance management systemsCreate Weekly SchedulesInterviewingNew employee orientationsTermination proceduresSuccession PlanningStaff recruiting and retention

Documented and reviewed all customer contracts and inquiries provided by the Account Executive thoroughly andquickly.Coordinated between billing department and customers to resolve discrepancies.Recommended new internet, fiber, cable and phone services to customers, resulting in a 15% add-on business. Built partnerships with Account Executives and Managers to demonstrate the “one team” approach, while achievingtimely results.Supported phone order process flow (Internal QC Process, Provisioning, Order Entry, etc…), to ensure the customerexperience remains at high levels of satisfaction.Performs quality checks for order entry accuracy using ICOMS,Salesforce.com, and Quality Control documentation

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.Resolved service, pricing and technical problems for customers by asking clear and specific questions.Met or exceeded service and quality standards every review period.Update customer records and document call, action taken and any follow-up requiredMaintain a high level of quality and productivity, as evidenced by monthly quality ratings, attendance, sales close ratesand idle time when scheduled to respond to calls