James Riebe Email & Phone Number

New York City Metropolitan Area

• Executive lead for integration to ensure a seamless transition throughout multiple mergers
• Responsible for the performance and results of five global partner locations
• Fully accountable for vendor success, including driving continuous improvements in key performance indicators (KPIs)
• Partnered internally and externally at all levels to understand customer sentiment, representative behaviors, and leader knowledge to proactively refine training content, process updates, and drive policy changes
• Lead focus groups at all partner levels centered around the customer experience to refine training and development content
• Provided ad-hoc reporting to immediately close knowledge gaps, accelerate learning, and ensure resolution on the first call

New York City Metropolitan Area

New York City Metropolitan Area

• Managed multiple programs; tracked and facilitated necessary training for agents in both Vendor and Internal sites
• Successfully managed the launch, training, and process documentation of sales tools across all Telesales sites
• Conducted weekly and monthly program status reviews to determine needs and action plans for program improvement and implementation
• Developed training and quality measurements to ensure ongoing strategy compliance

New York City Metropolitan Area

• Responsible for leading a team of 50 retention representatives to exceed their monthly performance objectives.
• Develop, implement and maintain Port Out Prevention program to help to reduce subscriber churn.
• Utilize my tenured customer care knowledge and experience to handle and resolve escalated billing and technical issues.
• Provide leadership, guidance, training, development and motivation to a team of 50 retention representatives.
• Serve as Subject Matter Expert liaison between Sprint sales channels and Port Out Prevention teams.
• Present program guidelines/update training to new and existing sales and strategic care channel employees.

Greater New York City Area