David Hails Email and Phone Number

Job Description Sr. Specialist - Customer Svc - 1829379Description Overall Purpose: Serves as first level of escalation for problem resolution with consumer or business customers; directs, coordinates ,and provides the highest level of customer service to ensure consistent customer satisfaction. Key Roles and Responsibilities: Responsible for resolution and follow up regarding inquiries relating to billing, ordering, provisioning , or collection; resolves most complex issues including repair, maintenance, billing, and or orders; proactive identification, communication, and resolution of service affecting issues, technical support for product service problem resolution; recognizes and recommends operational improvements. May serve as Team Lead by providing direction and guidance to less experienced team members; may assist supervisor with the management of daily activities over a group of agents, representatives, or similar positions that handle customer service inquiries and problems. Education: High School Diploma or GED preferred. Experience: Typically requires 2 to 5 years relevant experience in area of responsibility. Supervisory: No.Qualifications Principal Functional Skills / Competencies associated with this Title:•Call Center Technologies•CRM Strategy Design and Implementation•Customer Interaction•Customer Relationship Management (CRM)•Customer Support Function•Customer Support Operations•Customer Support Policies, Standards and Procedures•Knowledge of Customers•Knowledge of Product Line•Service ExcellenceNote: Additional skills / competencies may be added to this specific requisition. During the application process, you will be asked to provide your proficiency and experience with all the skills / competencies associated with the requisition.

ObjectiveMy focus is to continually learn, adapt, and grow in an environment that is ignited through innovation and change and to leave a footprint for others to follow based on a solid foundation of experience with - telecom, internet, satellite, and cable systems. Transform the Technological Landscape of Customer Service though understanding ourselves and our customers.EducationUniversity of Colorado at Denver | Denver, Colorado | Graduated B.A. | 1997Employment History | AT&T /DTV | 2008 to Present Assistance Queue POC · Team Leader / Manager Stand-in· Coach and develop agents by providing both technical and billing chat and phone and face to face consultations with agents· Educate and uphold Policies and Procedures · Mentorship through side by sides – hands on training · Service observe calls to evaluate attitudes/behaviors· Take supervisor calls· Conduct huddles· Implement and facilitate trainings · Manage projects· Promote agentsCore Competencies· Experience - Over 10 years in the Cable and Satellite Industry ( Comcast | Dish | DirecTV | ATT)· Training and Development – Train new hire agents and seasoned agents to advanced positions within DIRECTV ( TSS | DirecTV Nesting Group | AQ | )· Organization and Planning - Develop, implement, and maintain AQ project management tool which tracks leadership behaviors and creates individual accountability - updated boards with current stats, expectations, goals and recognition - Redesigned a workflow tool for MYCSP and WFE · Networking - Build relationships and empower each other for a high degree of success Achievements· Employee of the month / January 2018· Employee of the month / June 2017· Perfect Attendance Award (A Team) 2011 · Mad Club- group made up of agents that have Prefect QA· Happy Squad 2017 - Group designed for employee motivation and recognition