Corey Sowers Email & Phone Number

Kansas City, Missouri Area

Responsible for supporting the Director in the total leadership and strategic operation of a CVS call center including:Overall call center management, supervision, financial management, and policy implementation.Employee staffing, training, and development.Customer service leadership.Leading a team of 9 direct Supervisors and 200 indirect reports.

Kansas City, Missouri Area

Provides supervision to a staff of 20-25 agents with the primary responsibility of coaching and developing a team.Providing feedback to the team in an effort to foster growth and development.Daily tasks include monitoring team attendance, reviewing and pulling team statistics, performance reviews, and addressing performance concerns via corrective action.

Kansas City, Missouri Area

Directed the team in order processing activities. Assisted the Customer Experience Manager with employee training, performance evaluations, and reviews. Trained, coached, and disseminated departmental processes and procedures to staff to drive the team to meet desired metrics. Drove continuous process improvements for providing direct customer service support to all customers. Directed the companies suppliers in sourcing of material, scheduling, and coordination for order completion, working with both domestic and international suppliers located in Mexico, China, and Austria. • Selected for Business Process Transformation team reducing invoice errors from 17% to less than 2%.• Selected as 1 of 106 Oracle R12 Business Power Users.• Drove team metrics of 2% or less error rate, 32 customer resolutions / day, and response time of less than 30 minutes.

Kansas City, Missouri Area

Led and coordinated activities in the After Sales Support Department at the regional level offices to drive streamlined communication and efficiency with the corporate office. Coordinated part and service requirements, applications, and issues with customers, Product Support Specialists, and Service Technicians. . Provided the conversion support team with technical content information regarding parts required to develop conversion kits including identifying and resolving unique requirements.• Expanded the return and repair parts service for customers, growing it into a $500,000 a year revenue generator for the company.• Evolved call center to better serve customers’ needs and reduce customer resolution time.

Kansas City, Missouri Area

Provided technical support for all internal and external customer requests to ensure timely order placement and shipment to minimize customers impact. Expanded the administration of warranty policies. • Chosen for out of box strategy team which created an improved process that better tracked, managed, and resolved out of box issues.

Kansas City, Missouri Area

Converted existing products to meet the customer's specifications and maximize revenues. • Generated $4,000,000 in conversion revenue per year.• Created a conversion configurator and expanded the use of technical documentation to reduce error rate on installs.

Kansas City, Missouri Area

Broadly diagnose technical software and equipment issues to determine the best solution to remedy the situation quickly. • Led initiative to rebrand the parts department into the After Sales Support Department, leading to new job titles and increased pay department wide.