Clay Windle Email and Phone Number

 Responsible for managing a team of 12-16 Customer Service Representatives (CSRs) dedicated to customer retention, and maximizing the customer experience.  Provides coaching, motivation, and education to improve customer satisfaction, prevent churn, and meet site and company performance goals. Establishes career and professional development plans for team members. Manages team attendance, schedule adherence, performance, behavior, and delivers appropriate coaching and disciplinary action as needed. Identifies and works to eliminate difficulties with accuracy, efficiency, quality, and accountability. Effectively communicates company goals and policy updates through team meetings, huddles, and one-on-one coaching sessions to ensure understanding and to set expectations for team/individual contributions and accountability. Demonstrates ability to adapt to change in a fast-paced environment while maintaining productivity and meeting individual and team performance goals. Proven record of improving CSR performance through mentoring and creating a high level of engagement on both a team and individual level. Concentration on building relationships with a hands-on approach to setting, adjusting, and following up on objectives and performance goals. Exhibits strong commitment to staying current with DIRECTV policies and procedures affecting both employees and customers. High-energy and passionate management style which creates teams of proud CSRs with a desire to work hard and exceed expectations. Recognized with the 2012 Huntington Customer Care Spotlight award for Business Judgment.

 Continued responsibilities of Human Resources Director. Oversaw all aspects of day-to-day operations for 60 employees, including assigning work schedules and processing payroll.  Proactive approach to process improvement: reorganized staff structure to enhance productivity and cost effectiveness. Increased monthly revenue by 30% in eight months.

 Conducted all aspects of recruiting, hiring, and training of employees, including: phone screens, in-person interviews, reference checks, initiating background checks, conducting new hire orientation and training sessions. Developed and implemented postal DVD video training process for continued learning and engagement. Organized, designed, and ran booth for career fairs and trade shows to recruit potential employees/clients and build a relationship with the community. Managed ongoing advertising campaign (television and radio commercials, newspaper ads, billboards, etc.) to attract potential employees and clients. Exhibited discretion with sensitive and confidential information and employee records. Organized yearly community involvement project, “Be a Santa to a Senior.” Responsibilities included: contacting local media for publicity, recruiting volunteers, and coordinating donations from local businesses. Promoted to General Manager.