Thryv Service Supervisor
Dfw Airport, Texas, United States
Thryv, DFW Airport, TX March 1986 – January 2020 (formerly DexYP, DexMedia, Supermedia, Idearc, Verizon Information Services, GTE) Supervisor 2008-2020 - Supervised and coached digital fulfillment agents.- Monitored, trained, coached agents on best practices of client consultation and development of clients’ online advertising, email marketing, text marketing, Social Media marketing within a production environment.- Researched and resolved client and Executive escalations.- Provided reporting of escalation trends to Leadership in order to improve quality and customer service while reducing escalated accounts. Conducted root cause/trend analysis to develop process improvements to prevent future escalations.- Managed call center to meet/exceed SLA of call handle times and speed to answer.- Implemented creative solutions to manage/schedule workforce to ensure appropriate coverage of phone queues.- Audited calls to provide employee coaching for optimum client experience and to ensure quality.- Worked successfully with vendors to manage workload.- Performed quarterly and year end employee performance reviews. Implemented performance plans when necessary to ensure employees were held accountable to department standards.- Interviewed, hired, onboarded, coached and provided ongoing development of staff.- Domestic and International travel for training and Supervision of onshore and offshore teams.Subject Matter Expert 2005-2008 - Researched and resolved Web fulfillment escalations with a focus on customer service, quality and timely resolution. Web Developer 1999-2005 - Created websites for Small Businesses utilizing best practices of SEO and keywords to drive online traffic to sites. Received numerous customer accolades and quality awards.Online Artist 1990-1999 - Created quality print ads for Small Business advertising. Publishing Analyst 1986-1990 - Created, analyzed and reported on outstanding accounts to ensure timely handling of accounts.
