Frances S. Email & Phone Number

Mesa, Arizona, United States

Responsible for enforcing processes, identifying issues and root causes, coaching and development of Ring’s Social Media Care team, help drive performance results, and maintaining positive customer service and brand experience online.Leading a team of cross functional team members; coaching, developing, and motivating direct reports and team to ensure that they are providing world-class customer service on all customer interactions.Regularly review and analyze team and performance metrics to improve customer service experiences.Oversee daily staffing plan, timecards, and schedule adherence in partnership with workforce management.Develop Social Media Care team by providing guidance, performance and behavioral coaching.Driving team engagement and actions through results and insights identified in 1:1s and side by side meetings with team members as needed.Assists in trouble-shooting technical issues that may arise with helping Ring customers.Recruit, hire, and train new team members.

Mesa, Arizona, United States

Accountable for delivering a world class contact experience for Associates and Customers who are in need of support.Responsible for day to day support of 5 -10 social care advocates.Support Social Care Advocates by providing guidance, performance and behavioral coaching, and mentorship when on contacts. Perform weekly one on ones with assigned agents.Maintain a high level of professionalism and approachability.Frequently audit Social Care Advocate performance by performing 2 QA audits per agent each week.Maintain a high level of accessibility as a general resource for team members.Supports SCA’s with live contact related questions, process clarifications, and concessions approvals.Demonstrates effective communication and cooperation with leadership and peers in an effort to manage team workload and morale.Provides appropriate research to ensure authorizations and approvals are accurate.Listens closely to neighbors: understands, paraphrases, and prioritizes the neighbor needs, then provides appropriate solutions.Dives deep to provide accurate information when assisting associates and neighbors.Displays a positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service. Provides support for the queue in the event of a high volume period where we require all hands on deck.Responsible for managing the productivity and adherence of their shift.

Mesa, Arizona, United States

Support and drive needs-based initiatives through communication, proactive feedback, and collaboration. On a daily basis, ensuring service levels are met with urgency in responding to customers on social media. Conduct a minimum of 3-4 feedback sessions per day on Social Care advocates. Monitor the team’s internal communication platforms for accuracy of information sharing, troubleshooting, and professional conversations and conduct in addition to supporting team members when necessary. Strategize with with Supervisors and plan activities while reviewing prior wins and opportunities.Maintain a high level of accessibility as a general resource for all team members.Partner and communicate with cross-functional teams and stakeholders to drive efficiency and innovation.Escalate trends, product issues, and agent and customer feedback.Analyze, research, and explain troubleshooting solutions to customers who are encountering software and/or hardware challenges to elevate their Ring experienceLead and support projects through planning, development, launch, stabilization, and close.Display the ability to dive deep and accurately assist peers and customers.Display a positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service.

Level 3 Technology Support for Ring DevicesHandling calls directly from repeat caller queuesProviding advanced troubleshooting solutions such as networking, and advanced hard-wiringInvestigating, documenting, and escalating unresolved or emerging issues to the Trending teamProviding world class support to internal and external customersHandling various contacts types including; Chat, Email, Inbound and Outbound voice calls.Utilize excellent voice quality and inflection as well as present a professional, courteous, and patient demeanorAbility to cultivate and foster positive relationships with team members, managers, and internal departmentsUnconventional problem-solving skills, “thinking outside of the box”Proficiency with learning new technology and system applications

Phoenix, Arizona Area

Phoenix, Arizona Area

Handling calls directly from customersProviding Ring device troubleshooting solutionsInvestigating, documenting, and resolving issuesHandling various contacts types including; Chat, Email, Inbound and Outbound voice calls with customers

Phoenix, Arizona Area

Okinawa, Japan

General ManagerProvided leadership and direction to all aspects of operational and personnel matters.Handled operations management, staff supervision, administrative management, and P&L responsibility. Trained and coached the team in performing at optimal levels. Managed inventories and supplies as well as procured materials.Performed quality control responsibilities.Streamlined daily activities and enhanced operational efficiency.Championed efforts to negotiate with vendors and establishments for coordination of upcoming public events.Delivered superior customer service while retaining customer loyalty and satisfaction.Led efforts to expand customer base to reach 11 countries.Scheduled and implemented classes for employees that complied with Military and State regulations.

Founder and ManagerPrepared all food pick-ups and managed purchasing functions for 5 locations. Coordinated drop-off locations while working with other organizations to facilitate educating the service member and family on local options. Implemented an organizational restructuring to promote a self-sustaining organization with minimal staff requirements.