Doris Lambert, Cssgb Email & Phone Number

Missoula, Montana, United States

Frenchtown, Mt

Health and wellness, pure, safe and beneficial

Missoula, Montana

New Hire, Transition and Tech Support Manager: Manages the process and managers of New hire and transition as well as production floor tech support agents; develops upcoming leadership potential candidates; engaged in delivering special projects to the site.Premium Care Manager, Specialty : Manages a team of team leaders with inspirational leadership to meet call center goals and objectives; coaches, develops and retains a diverse and highly effective customer service workforce; ensures the overall quality and productivity of a call center customer service function; drives performance culture by providing feedback around goals and expectationsChange leader: Responsible for leading a team in the organization for Customer Experience initiatives; providing guidance to change specialists on improving coaching techniques; responsible for building and communicating the vision for change initiatives to site leaders and corporate leadership; provides facilitative leadership to change initiatives; manage and drive continuous performance improvement.

Develops support model strategy in conjunction with regional and Enterprise teams and implements across regions and Customer care programs. Activities include evaluation and finalization of support and escalation processes, customer support tools, and personnel preparation needs and activities.

•Participated with the client to formulate and implement business, organization and information strategies.•Involved in designing and delivering integrated business solutions to support the client’s accomplishment of goals.•Responsible for achieving business results such as client satisfaction and profit.•Organizational development/design, training assessment/ design and delivery•Worked with relationship managers to ensure the timely delivery of responses or materials for clients including but not limited to methods and procedures manuals, process flows, presentations, plans•Engagements included multiple top MSO’s in the cable industry

•Overseeing day to day operations to ensure customer satisfaction and loyalty. •Monitoring and enforcing compliance with operating budget •Overseeing the hiring, coaching, motivation, evaluation, scheduling and discipline of all customer care agents and supervisors; manage company call center job fairs•Ensured department compliance with company policies and procedures; •Ensured the efficient, effective operation of the department and adequate coverage for normal services.•Reduced AHT by 10% during an 18 month period using improvements to process and call flow, supervisory skill assessment and technology changes.•Managed the project to launch commercial support within the Coudersport Customer Care Tier 2 organization (110 employees) utilizing training, testing and support call flows.•Managed the project to launch Home Networking sales and support within the Coudersport Care Tier 2 organization utilizing testing, creating a Home networking lab environment, and sales and support call flow.•Managed the project to create a Tier 2 Training Manual – the first Tier 2 specific training used by the training department.•Initiated a Job Shadowing program for Tier 2 CSR’s. Approx. 46% of agents who job shadowed were hired by the respective job shadowing department due to supervisor/agent involvement and feedback.

Associate'S Degree, Business Management

Education record

Activities and Societies: Resident Assistant, Field Hockey, Evangelism Fellowship