Kiki Thompson-Peoples Email & Phone Number

Coppell, Tx, Us

Coppell, Texas, Us

Coppell, Texas, Us

• Manage daily operations of performance, SLA, and staffing to support business needs by maximizing customer satisfaction and employee productivity.• Schedule and lead meetings involving interdepartmental heads resulting in effective and constructive communication behaviors to improve cross-functional collaboration.• Schedule and attend meetings with Specialist team on weekly cadence along with bi-weekly individual 1:1's and Scorecard metric check-ins.• Continue to provide leadership and departmental support executing new policies, procedures, and controls with companywide changes such as SAP S/4HANA implementation.• Identify areas in need of improvement and implement strategies to achieve targets for the Specialist team.• Assist with developing effective department processing policies and procedures to improve operations.• Collaborated to identify workflow, communication, and resource utilization issues which resulted in re-design of CX department Salesforce queues.• Set and update schedules to meet coverage demands by considering factors like expected customer service levels, planned promotions and individual employee strengths.• Attended leadership training programs to deepen professional skillset to assist in individual and team growth and development.• Led department project (CX Culture Crewe) to boost morale and celebrate individuals by assembling a team, organizing ideas and resources, and delegating work to meet deliverable timelines.

Coppell, Texas, Us

Providing continuous error free solutions for customer issues and continuously helping customers choose the right standing solution

Stamford, Ct, Us

• Point Of Contact over two 3- divisional reports• Communicate correspondence to reporting team• Lead agent for Account Assumption report and process• Created an internal department job-aid for two reports• Part of the first division to implement and work in new OWF system for Spectrum company• Cross trained with flexibility to work several additional department reports• Provide direction and constant education to all front line order entry representatives on changes within the Digital Home Phone product for Spectrum• Continue to develop a strong working relationship with CLEC management staff, Digital Phone engineering staff and Customer Service/Sales Management • Responsible for the regions order flow activity between multiple CLECs and internal providers • Attended bi- weekly conference calls with Corporate officers and division Managers• Member of the Fun &Recognition Committee for the department• Plan and carry out departmental events and parties

Stamford, Ct, Us

• Effectively communicate product and service information, feature functionality, billing procedures and equipment usage to each customer • Managed ideas to retain customers seeking to disconnect or downgrade services through examining the needs of the customers as they pertain to TWC products/services Oversaw the internal • Achieved sales and retention quotas set for the department by following the established departmental policies and procedures • Accurately enter data into billing system and effectively process customer bill payments• Demonstrate full understanding of current marketing campaigns and offerings and have the ability to communicate them clearly to customers• Utilized needs based selling techniques to close leads and maximize customer retention.• Handled nightly monetary deposits, daily paperwork and maintained daily stock and inventory

Stamford, Ct, Us

• Perform daily routing of field service work orders using Work Assure.• Managed technician routes to ensure customer commitments are met• Provided level 1 technical support for digital phone customers by answering inbound telephony calls/e-mails concerning the Digital Phone service• Build work orders and confirm available schedule dates on referrals, new orders and reschedules for technical personnel in accordance to established procedures.• Assisted with the testing and successful launch of whole house digital services• Assist field personnel with completing scheduled appointments within designated time frames and ensure that management is kept informed of potential problems

Stamford, Ct, Us

• Troubleshoot subscriber calls for all Residential Digital cable, High Speed Internet, and Digital Home Phone customers • Understand and inform customers of all Time Warner Cable consumer products and services• Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines and informed management of all unresolved complaints• Review the service calls as they are scheduled by the Call Center Associates to determine if there may be common problems in the same HUB.

Associate’S Degree, Business Administration And Management, General

Business Administration And Management, General