Charles Vann

Charles Vann Email and Phone Number

Inside Sales/Cust Service at Fastener Supply Company of Raleigh
Charles Vann's Location
Clayton, North Carolina, United States, United States
Charles Vann's Contact Details

Charles Vann personal email

n/a

Charles Vann phone numbers

About Charles Vann

An all around Customer service proffesional with experience in all areas of the TBO environment including escalation resolution. Quality Coach/Trainer with good experience in creating and delivering effective training materials as well as offering ongoing support to agents to improve customer relations without losing sight of call handling requirements. Focus on getting the most out of each agent.Specialties: Skilled in Access DB creation and maintenance, New hire training, ongoing Coaching, floor support, reporting, Training materials creation, Retiement services, Survivor support, and Escalation managment.

Charles Vann's Current Company Details

Inside Sales/Cust Service at Fastener Supply Company of Raleigh
Charles Vann Work Experience Details
  • Xerox
    Rba Quality Coach
    Xerox Feb 2013 - Feb 2016
    Cary, Nc
    Responsible for improving the overall performance of RBA Representatives through evaluation, one on one coaching, Training and consistent feedback. Provide reporting to management regarding the ongoing performance of agents as well as improvement plans in place for each agent. Responsible for weekly, and monthly spreadsheets in Excell, Dashboard and Verint monitoring systems. Create and deliver refresher training on Customer care techniques and best practices.
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  • Xerox
    Retirement Case Administrator/Bst/Employee Advocate
    Xerox Jun 2011 - Feb 2013
    Cary Nc
    RCA: Assist callers with retirement process, timing, and paperwork to ensure smooth transition into retirement. Work with multiple departments to ensure timely payment of retirees. BST: Assist survivors of recently deceased employees with processing the passing and setting up payment for their portion of joint and survivor benefits. Advocate: Handle both employee and employer calls with escalated issues needing special attention to come to proper and prompt resolution.
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  • Acs Tbo
    Quality Coach
    Acs Tbo Aug 2003 - Feb 2009
    Responsible for improving the overall performance of Customer Care Representatives through evaluation, one on one coaching, Training and consistent feedback. Also assist with test calling and floor support for new agents during periods of Open enrollment and as needed. Provide reporting to management regarding the ongoing performance of agents as well as improvement plans in place for each agent. Responsible for weekly, and monthly spreadsheets in Excell and NICE monitoring systems.
  • Home Business
    Pampered Chef
    Home Business Jan 2001 - Jan 2002
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  • Aol Time Warner
    Customer Service Supervisor
    Aol Time Warner Nov 1998 - May 2001
    * Created, maintained and distributed daily, weekly and monthly reports on office and team performance. * Monitored, mentored, educated and disciplined Customer Service Representatives to increase productivity and improve overall job performance. * Handled escalated customer concerns acting as liaison between customers and maintenance, accounting, construction and contractors. Taking ownership of the customers concern until customer is satisfied with the resolution. * Maintained inter office communication. Reviewed and forwarded requests for action between agents and departments.* Investigated, corrected, approved or denied online adjustments made to customer accounts daily. * Conducted weekly meetings to update team on new policy, promotions or customer care issues.
  • Time Warner Cable
    Customer Service Supervisor
    Time Warner Cable Jan 1998 - Jan 2001
    Monitored, mentored, educated, and corrected CSR's to maximize performance. Created, Managed and distributed Weekly, Monthly and Quarterly reports on office and team performance.Served as liaison between customers and departments, successfully implementing conflict resolution. Conducted weekly meetings on custom care issues.
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  • Itt Sheraton
    Statistical Opperation Support Specialist
    Itt Sheraton Aug 1994 - Nov 1998
    * Designed and maintained operational database used for agent tracking and scheduling which reduced time needed to locate information and create reports from hours to minutes. * Gathered and analyzed raw data from multiple computer applications for the generation of revenues and time utilization reports. * Created, linked and updated Excel and Lotus 1-2-3 spreadsheets to monitor agent statistics, sales and call volume for all departments within call center.* Provided support for Customers, Agents and Supervisors to facilitate the smooth operation of the office.* Monitored call flow for office staffing allocations in order to increase efficiency of agent schedule distribution.
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  • Itt Sheraton Reservations Corp
    Statistical Operations Support Specialist
    Itt Sheraton Reservations Corp Jan 1994 - Jan 1998
    Designed and maintained monitoring database for agent tracking and scoring, resulting in reducing report-creating time from hours to minutes.Gathered and analyzed raw data from multiple computer applications for the generation of revenues and time utilization reports.

Charles Vann Skills

Training Project Management Call Center Call Centers Process Improvement Quality Assurance Customer Service Management Time Management Six Sigma Coaching Testing Outsourcing

Charles Vann Education Details

Frequently Asked Questions about Charles Vann

What is Charles Vann's role at the current company?

Charles Vann's current role is Inside Sales/Cust Service at Fastener Supply Company of Raleigh.

What is Charles Vann's email address?

Charles Vann's email address is ch****@****ply.com

What is Charles Vann's direct phone number?

Charles Vann's direct phone number is +191967*****

What schools did Charles Vann attend?

Charles Vann attended Johnston Community College, Johnston Community College, North Carolina State University, North Carolina State University.

What skills is Charles Vann known for?

Charles Vann has skills like Training, Project Management, Call Center, Call Centers, Process Improvement, Quality Assurance, Customer Service, Management, Time Management, Six Sigma, Coaching, Testing.

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