Keryia Borchers Email & Phone Number

• Responsibilities
• Develop and implement customer care operations policies, procedures, and performance standards
• Coach, train, and build engagement for new and existing employees
• Design and implement process improvements in partnership with related departments to maximize resources and improve operational efficiencies
• Provide reports and analysis of key performance indicators and other operational metrics
• Collaborate to identify, prioritize, develop, coordinate, and support the execution of high impact plans for effective and sustainable cost savings

• Responsibilities
• Received, processed, and resolved high-level, escalated customer problems received through various channels such as high-level executives, regulatory agencies, and social media
• Conducted and tailored training for new hires from varying backgrounds and experience
• Tracked, provided follow through and resolution information on all complex escalated customer concerns in an efficient and timely manner
• Acted as a customer liaison for executive management team, regulatory and consumer agencies, representing the company in a positive, professional, and ethical manner to exceed customers’ expectations and retain customers

• Supported and assisted business partners and Integrity Operations agents to resolve high level issues
• Took over customer escalation calls to support Integrity Operations agents
• Partnered with management to assess performance challenges, trends, and identify solutions
• Analyzed links between employee training data and organizational needs
• Created, modified, conducted and tailored training for new hires from varying backgrounds and experience and refresher training for existing agents
• Worked various projects to meet business needs to assist various teams throughout Comcast

• Responsibilities
• Instructed Tier 1 agents on processes used to improve future experiences
• Used complex decision making to investigate and detect fraudulent activity while providing an empathetic and effortless customer experience
• Continuously developed and adapted to changing policies and participated in the identification of improvement opportunities along with respective solutions

• Responsibilities
• Managed team by following up on set goals and expectations
• Developed insurance programs to fit each family's needs
• Conducted interviews
• Created and posted hiring ads
• Planned and executed trainings for new hires, and continuing education

• Responsibilities
• Inventoried, ordered, received, unloaded, stocked, and rotated merchandise
• Supervised and trained employees
• Opened and closed the store, which included compiling daily reports
• Cashiered along with cash control between the store safe and registers
• Addressed complaints and resolved problems for both customers and staff

• Responsibilities
• Designing, sourcing, and organizing visual displays
• Hang, fold, steam, sticker, pull and place clothes
• Generated an environment of hospitality and flexibility for customer

Master Of Business Administration - Mba

Bachelor Of Arts - Ba, Educational Studies