Cory H. Email & Phone Number

Led collaboration with sales, network, and operations teams to develop and implement customeraction plans, addressing service issues and billing escalations.Analyzed and customized reports on provisioning, maintenance, and billing to enhance clientservice and operational efficiency.Increased resolution rate of process center requests from 55% to 99%, resulting in reducedcustomer churn.Managed customer projects and developed solutions, enhancing customer… Show more Led collaboration with sales, network, and operations teams to develop and implement customeraction plans, addressing service issues and billing escalations.Analyzed and customized reports on provisioning, maintenance, and billing to enhance clientservice and operational efficiency.Increased resolution rate of process center requests from 55% to 99%, resulting in reducedcustomer churn.Managed customer projects and developed solutions, enhancing customer lifecycle managementand improving retention by 15% Show less

Led a team of 20 representatives, improving customer satisfaction and sales by coaching oncommunication techniques and best practices for issue resolution.Improved customer communications through feedback surveys and developed strategies toaddress client needs, resulting in a 15% increase in client satisfaction.Managed CRM initiatives, addressed customer concerns, and developed strategies to improveclient retention and net client gain.Oversaw hiring… Show more Led a team of 20 representatives, improving customer satisfaction and sales by coaching oncommunication techniques and best practices for issue resolution.Improved customer communications through feedback surveys and developed strategies toaddress client needs, resulting in a 15% increase in client satisfaction.Managed CRM initiatives, addressed customer concerns, and developed strategies to improveclient retention and net client gain.Oversaw hiring, performance evaluations, disciplinary actions, and promotions to foster ahigh-performing team and achieve service excellence. Show less

Directed representatives in resolving complex issues and escalated complaints, contributing toimproved customer service and satisfaction.Managed daily call center operations, ensuring team adherence to performance metrics such ascall handling time, resolution rates, and customer satisfaction scores.Led by example by maintaining high personal performance metrics, consistently meeting orexceeding targets for call resolution time and customer satisfaction.

Bachelor Of Science In Geography, Gis

Associate Of Arts - Aa, General Studies