James "Andre" Siebert Email & Phone Number

Austin, Texas, United States

Responsibilities/Key Accountabilities:▪ Oversee the delivery of friendly and knowledgeable customer communication across multiple channels including voice and email.▪ Affect, interpret, implement and ensure adherence to management policies and operating procedures.▪ Design, develop, and delegate workforce planning, forecasting, and scheduling.▪ Oversee the development and delivery of training and quality assurance processes that deliver against Key Performance Indicators (KPIs)… Show more Responsibilities/Key Accountabilities:▪ Oversee the delivery of friendly and knowledgeable customer communication across multiple channels including voice and email.▪ Affect, interpret, implement and ensure adherence to management policies and operating procedures.▪ Design, develop, and delegate workforce planning, forecasting, and scheduling.▪ Oversee the development and delivery of training and quality assurance processes that deliver against Key Performance Indicators (KPIs) across multiple aspects of the business including Speed of Service, Quality, Productivity and Financial.▪ Build and utilize reporting tools to monitor KPIs and identify opportunities for improvement.▪ Collaborate with Documentation and Communications Team to ensure effective and timely delivery of training materials, product documentation, operational procedures, and other documentation needed to support the business▪ Participate in monthly, quarterly, and/or annual Planning and Goal Setting process.▪ Recruit, interview, and select new employees.▪ Coach and train leadership team in proper job performance techniques and procedures and when necessary, coach, counsel and administer corrective action.▪ Ensure timely preparation and delivery of CSR Monthly Performance Check-In and Annual Performance Reviews.▪ Develop and implement reward and recognition programs to increase satisfaction and encourage Show less

Austin, Texas, United States

Austin, Texas Area

· Recruit, hire, train, and coach over 30 staff members (inclusive of junior leaders) on customer service skills, product and process knowledge, sales, and productivity metrics.· Develop over-arching department strategies that impact employee and customer experience to run parallel to senior leadership company mission and vision· Consistently exceed monthly sales goals by consistent coaching and enacting daily team incentives to drive proficiency in upselling techniques and proactively… Show more · Recruit, hire, train, and coach over 30 staff members (inclusive of junior leaders) on customer service skills, product and process knowledge, sales, and productivity metrics.· Develop over-arching department strategies that impact employee and customer experience to run parallel to senior leadership company mission and vision· Consistently exceed monthly sales goals by consistent coaching and enacting daily team incentives to drive proficiency in upselling techniques and proactively identifying revenue opportunities. · Partner with Workforce business partners regarding departmental staffing, scheduling, and forecasting to ensure optimum capacity to properly service our customers Show less

Round Rock, Texas

· Recruit, hire, train, lead, and develop, and coach 25 Team Managers and indirectly led department of 300+ front-line associates on customer service skills, product and process knowledge, sales, and productivity metrics.· Created dual site location for Water Heater Sales group and with 90 days team became top performing and sales site · Implemented operational improvement strategies in regards to workflow optimization for phone, email, and chat mediums and increased levels of quality… Show more · Recruit, hire, train, lead, and develop, and coach 25 Team Managers and indirectly led department of 300+ front-line associates on customer service skills, product and process knowledge, sales, and productivity metrics.· Created dual site location for Water Heater Sales group and with 90 days team became top performing and sales site · Implemented operational improvement strategies in regards to workflow optimization for phone, email, and chat mediums and increased levels of quality support and yielded reduction in staffing needs and costs.· Created Executive Escalation group that resolved customer complaints deriving from Social Media platforms to CEO addressed complaints by defining service level expectations and recruiting and hiring workforce.· Partnered with 3rd Party vendor to ensure performance level and contract expectations of filtered work flows were met and/or exceeded Show less