Eydie Maggio Email & Phone Number

Baton Rouge, La, Us

Enterprise-level organizational leader responsible for the strategy, direction, and oversight of the Service Delivery teams supporting businesses in 11 markets spanning over 16 states

Louisiana, United States

Organizational leader responsible for the strategy, direction, and oversight of the Sales Engineering, Project Management, Solution Design Consultant, Order Management, and Service Assurance teams

Baton Rouge, Louisiana Area

Service delivery leader responsible for the direction, coordination, execution, control and completion of pre and post install sales support, order management functions, as well as change activity associated with Commercial product suite.

Atlanta

Cox Louisiana

Talent and development professional with broad experience in managing sales training programs designed to drive revenue growth and increase brand awareness including new employee on-boarding and training, customer relations management programs, new product launch, sales leadership support and development, and new process implementationAccomplishments• Designed and facilitated new curriculum for Retail Sales New Hires that cut travel and expense costs, increased recruiting flexibility, and optimized training resources by using a virtual instructor combined with in-store support and on-the-job training. Cut instructor led training hours down from 200 to 60.• During nesting, 2013 Inbound Sales New Hire’s ramp goals were met at 100% on Completion Rate, 143.97% of PSU Goal, and 273.99% Net Revenue goal.• Facilitated order entry training for Direct Sales Team which had a scorecard impact of a 20% increase of PSU’s completed per month per DSR, and resulted in a better experience for our customers and decrease dependence on vendor support for keying in orders over the phone.

Trusted with the development of call center employees with varying disciplines including Account Services, Technical Support, Sales, and Quality roles. Developed training programs focused on exceptional customer service while building a foundational understanding of the billing system, customer lifecycle events, staffing expectations to meet service level agreements, corporate quality guidelines, and call center analytics and operations.

Administered HR and administrative duties such as recruiting, hiring, training, motivating, and coaching team leads and front line employees. Developed and engaged team responsible for handling sales, customer service, and technical related inbound calls coming in from 70 different markets across a 6 state region. Analyzed customer interactions through call quality metrics, call center operations reporting, customer satisfaction surveys, and agent scorecard management.

Bachelors, General Studies

Education record