Ed Kopp Email & Phone Number

Boise, Idaho, United States

Boise, Idaho, United States

Customer Care Manager/Customer Care SupervisorSolid State Operations - Boise, IDMay 2020 to PresentManaging the workflow of employees, creating team schedules and delegating tasksAssessing the work performance of employees and identifying areas that need improvementEnsuring that business goals, deadlines and performance standards are metTraining and onboarding new hires to make sure they understand their rolesSetting goals for workers and making sure they comply with the company's plans and visionRecommend new employees to the human resources team based on an assessment of their performanceReporting performance records and evaluations to HR and senior managementMaintaining familiarity and understanding regarding updates to policy and practices for unemployment compensation in client state(s)Maintaining familiarity and understanding regarding updates to the policy and practices for special programs related to unemployment compensation in client state(s)Maintaining familiarity and understanding of the operating systems in client state(s) related to claims taking, fact finding, adjudication, special programs, hearings and appeals, and UC Tax operationsCommunicating via chat with claimants who are contacting the client state(s) to determine the status of their claim, to request assistance with filing a weekly claim certification, and in accordance with instruction to contact the agency (i.e. weekly claim certification errors or messages left by fact finders)

Boise, Idaho Area

Courteously and professionally greeted and responded to customer inquiries using the telephone, email, or face-to-face meetings. Provided information verbally or in written form to customers regarding their accounts and updates general customer information accordingly. Informs and educates customers on city utility services, policies, products, and billing procedures and payment options. Responded to requests or issues referred by others, and satisfactorily resolves those issues in a timely manner. Escalated more complex issues or concerns through appropriate channels for resolution. Work required attention to details in reviewing and maintaining accounts for accuracy in billings, adjustments and contact information. Meticulous follow through is essential to achieve work accuracy and efficiency.Opened new utility accounts, and collects deposits and payments. Establishes payment arrangements for delinquent accounts in accordance with department procedures. Enters payment information into applicable database and software systems. Must be well versed in computer technologies and able to achieve proficiency with multiple computer programs required by job functions.Adjusts customer accounts due to move-ins, move-outs, leaks, low income discounts, and vacancy requests. Researches discrepancies and performs general account maintenance to ensure customers are accurately billed. Audits annual water update for excessive or zero usage.

Boise, Idaho Area

Your Health Idaho - Boise, IDOctober 2017 to October 2019Provide constructive feedback on Customer Care Agent performance. Introduced coaching plan standards, scheduling in NICE system, standardized AHT metrics. Implemented an "upgrade" program for Customer Advocate Lead position in place of hiring an additional supervisor. Monitor calls in order to develop Customer Advocates to give the best possible customer experience.

Boise, Idaho Area

Coaching & Development Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience. Coaching and development activities to include: listening to individual calls and proving feedback/coaching; facilitating one-on-one coaching sessions with CSRs; facilitation of discussions on weekly/monthly achievement levels and goals to assigned team and coaches team members to ensure improvement and efficient productivity is achieved. Performance Management Writes and conducts performance evaluations, may assist in the employment decision, sets performance goals and objectives and provides to the appropriate CSR pay rate during the salary increase process for assigned team; manages employee issues regarding attendance, performance, conduct, and deliver appropriate corrective action as needed. Administrative Responsible for communicating policy updates and company information through team meetings, huddles and one-on-one development sessions. Document all coaching/development sessions in the appropriate databases in a timely manner. Interaction with cross-functional support groups in order to manage the day-to-day operations. Additional daily administrative duties (e.g., time card administration, payroll, etc.) as required. Ad Hoc Responsibilities perform other related duties and responsibilities as assigned and/or required. Handles escalated customer issues and works directly with customers to bring about resolution in a timely and efficient manner. Coaching and counseling to effectively develop all employees; influence and change

Business/Commerce, General

Business/Managerial Economics