Danielle Cosson Email & Phone Number

Pensacola, Florida Area

Coaches, develops and manages the performance of the Collections team to ensure they have the capabilities required to meet targets and standards for service, accounts receivable, productivity and quality and achieve first contact resolution during customer contact.Monitor and analyze employee performance reports and maintains/improves performance by providing feedback, coaching, discipline and documentation regarding employee performance. Motivate and create incentives to keep employee morale and performance at meeting or exceeding standards on a consistent basis. Analyze and make recommendations based on call volume trends and other factors for forecasting workforce management to ensure average speed of answer and average call handle time was meeting industry standards. Manage incoming and outgoing call flow to include Avaya dialer administration. Consistently analyze call flow to ensure that dialer contact penetration was maximized to meet revenue collection goals.Coordinates and maintains effective working relationships with boundary partners and third party vendors. Review and modify/update company processes as needed. Create guidelines/processes for company consolidations to ensure all agents were delivering same message to customers to ensure customer satisfaction at all times.

Database management of all Cox Business customers including sales, installation, referral tracking and projects. Project management for all Cox Business construction jobs to include tracking jobs from inception to completion.Process owner for all order provisioning, which includes processing the order entry to installation,Lead over processes for Operations Team to ensure that sales contracts are processed and scheduled in a timely manner and jobs are scheduled efficiently.Calculate, input and report sales commissions. Assist with coaching and mentoring of Operations Team. Subject matter expert for new products, including training all Cox Business employees on all new products and data bases. Oversee the customer service delivery from order inception to circuit delivery including: provisioning process, tracking construction/underground status, providing a status of implementation of the customer to the general manager and the sales representative. Database management for commissions, sales, underground jobs, sales reports and all data entry. Track and report all sales and installs thru excel spreadsheets to corporate office as well as the local team. Oversee the administration of the SIEBEL, application including user setup, user training, troubleshooting. Marketing duties including product launch, product training and messages for bill inserts.

Associate Of Arts And Sciences (A.A.S.), Business Administration And Management, General, 3.30

Bachelor Of Business Administration (Bba), Business Administration And Management, General