Eric Neal Email & Phone Number

United States

- Conducted project management for customer escalations and collaborated with various teams to enhance process efficiencies.- Provided real-time feedback and floor support to develop junior representatives and ensure high-quality service delivery.- Provided consultative support to frontline agents, helping them deliver creative solutions to customers.

Promoted to supervisor program, leading a team of 10-15 remote employees to achieve long-term and short-term goals through feedback related to KPIs.- Leveraged tech support experience to resolve escalated customer situations, achieving the lowest escalation rate on the senior manager team.- Conducted group coaching on Verizon network conversations, enhancing team performance metrics like Net Value Per Hour and 7 Day One Resolution.

- Managed a team of 15 representatives, focusing on skill development and high-value service delivery.- Successfully led several projects and initiatives, contributing to continuous month-over-month improvements in team performance.

- Developed and coached 15-24 representatives while ensuring quality assurance through call inspections and side-by-side training.- Facilitated conflict resolution among teammembers to foster cohesion in a high-stress environment.

- Served as the first line of customer support, resolving billing disputes and providing troubleshooting assistance to enhance customer satisfaction.- Supported peer-to-peer coaching as a subject matter expert.