Eric Canaday Email & Phone Number

Aurora, Co, Us

Greater Denver Area

• Provided monthly “Churn Priority” reporting to help the staff track their daily proactive calls and quickly identify high risk customers.• Developed daily “Snap Shot” reporting to make it easy for supervisors to see how their teams are performing against their monthly objectives.• Collected, compiled, and analyzed data to identify trends from statistical analysis and made recommendations to management for reducing churn and improving Customer Service.• Produced individualized one-on-one documents and monthly statistical reporting that enhanced the management team’s ability to ensure consistent performance coaching to 140+ care representatives.• Tasked with heading the dedicated care quality assurance program revamp. Utilized internal social media tools to obtain feedback from national stake holders (reps, supervisors, and managers), and partnered with a team of quality assurance specialist to re-launch a streamlined program. • Partnered with supervisory teams to calibrate Quality interaction reviews and documented best practices for increasing customer satisfaction. • Gave weekly mentoring, guidance, and support by providing on the job training to 3 interim supervisors.