Greg Lay Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, United States

 Worked with leaders to establish and implement Advocate performance standards for South East Region. The SER CAG team achieved a 70% Service Level and 91% average CFT for February 2014. This was a substantial improvement as a result of focused coaching and development efforts. Assisted with standardization efforts for Blue Zone Regions which include North East, Virginia and South East. Successfully standardized Campaign correction process via UET/Web. Working to standardize Back Office host number reservation process next.  Successfully launched Lifeline services in Florida including 234 customers as of February 2014. Assisted with transition to the National Lifeline Accountability Database for Florida and Georgia. Assisted with implementation of CAG Lync chat which has resulted in better communication among the Blue Zone CAG teams with over 60 participants. The Chat has allowed us to serve our customers more efficiently, share best practices, resolve customer issues and build strong relationships among the CAG teams.  Participate on CAG Implementation and Transformation Core team responsible for standardizing processes and tools across all regions to prepare for Enterprise wide CAG call sharing.  Completed CXM Quality Bench marking and assisted with successful implementation with Customer Care leadership in Florida and Louisiana.  Organized Global Forms launch for South East Region. Included meeting with stake holders to implement and communicate process revisions impacting Customer Care, Collections, Field Service, Construction, Communications Center and others.

Pensacola, Florida Area

 Integral member of the FGR Avaya phone system cut over team. Assisted with UAT testing and pre-launch planning and participated in the OKC launch which helped us design and implement a successful strategy to move from Aspect to Avaya  Implemented new Operations process for handling exceptions which resulted in 30% fewer unnecessary exceptions and improved overall compliance results. Implemented Enterprise compliance performance standard for sales and retention which has resulted in lower abandonment rates.  Launched revised repeat field escalation process to improve communication and coordination between Customer Care and the Field. More details and enhanced communication has reduced time to resolution resulting in a better overall customer experience,  Assisted with creation of the Voice of the Customer/Wellness program with a dedicated team that addresses repeat caller concerns. This team has helped to identify and address process and coaching needs to eliminate unnecessary repeat callers, escalations and reduce call in rate. Revised corporate escalation process resulting in improved time to resolution from 4 days to 1 day. Assisted with the creation and implementation of ART (the Assist and Resolution Tracking tool). ART was created as a method to track and disposition escalations, agent assistance/coaching, work order help and special requests. We have tracked over 51,000 transactions from customer care, sales, retention, collections, communications center and others since August 2011. The data collected from ART has helped identify coaching opportunities, eliminate email and provided performance metrics for the CSA team.

Pensacola, Florida Area

 Participated in Green Cluster Enterprise standardization of technical support roles and responsibilities in Hampton Roads Virginia.  Standardized ICOMS security standards across Florida/Georgia which empowered agents resulting in 300 fewer monthly account adjustments.  Assisted with the Florida/Georgia merger standardization. Assisted with no-scheduled disconnect initiative which reduced revenue leakage.789 customers were identified to be receiving free service due to incomplete disconnects. Mailers and direct contacted resulted in reconnecting over 190 customers. Almost 600 accounts that were potentially receiving free service were disconnected

Pensacola, Florida Area

Physical Science

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