Ki Pae Email & Phone Number

San Diego, California

San Diego, California

Responsible for the direction, coordination, execution, control and completion of project management functions associated with Moderately Complex Retail Cox Business customers. This includes scope of work review, risk assessment & management, project planning, estimating, and tracking reporting, management and internal and external customer communications.• The OM- PM I will manage all Moderately Complex Projects in support of Cox Business Retail customers.• Provides project management for Cox Business service delivery process.• Interface with customers and vendors to ensure the integrity of Cox solutions.• Oversees and controls multiple projects based on customers scheduled due date. • Sets and manages customer expectations, managing and escalating issues and changes.• Update appropriate management team and stakeholders on project status. • Anticipates and identifies tasks required to support change, and communicating implementation status.• Work closely with functional business divisions, vendors and customers in defining project priorities, approach, resources requirements and timing of deliverables.• Obtains feedback at critical milestones and at project completion to ensure that project efforts are meeting customer expectations for time, cost, and results.

Greater San Diego Area

Supervise, interview, select, schedule, train, motivate, evaluate and discipline assigned group of Personal Solutions Advisors Inbound Sales Representatives. Prepare and conduct annual reviews.•Assist in answering and responding to the overflow of telephone calls from exclusive clients of Time Warner Cable Inbound Sales department and research, resolve and respond to difficult customer inquiries, as well as assist agents on the floor as needed.•Monitor the Personal Solutions Advisor's telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs.•Train, coach, monitor, and reward Personal Solutions Advisor on various Division marketing campaigns to achieve projected sales and other goals.•Create departmental correspondence and reports for both internal and external dissemination.•Evaluate real time and historical activity.

San Diego

Supervise Customer Care Escalation Group. This group received incoming phone calls from Customer Service Representative with Escalated customer calls; received incoming phone calls from Customer Service Representatives with questions about policies and procedures as well as handling of the calls• Brought resolution to customer complaints and concerns• Assisted supervisors and management with training and coaching agents • Responded to inquiries, sold and upgraded cable services in accordance with company goals and customer needs• Provided information regarding products and services, billing, repair, collections and respond to other types of inquiries • Schedule field service calls when necessary, processed customer correspondence, scheduled customer appointments in accordance with established procedures• Documented customer transactions accurately in ACSR and completed required paperwork

Greater San Diego Area

Supervise, interview, select, schedule, train, motivate, evaluate and discipline assigned group of Customer Care Inbound Sales Representatives. Prepare and conduct annual reviews.•Assist in answering and responding to the overflow of telephone calls to the Customer Care Inbound Sales department and research, resolve and respond to difficult customer inquiries, as well as assist agents on the floor as needed.•Review telephone and sales activity and other reports to ensure validity and bubble up reporting errors. After reviewing reports develop objectives related to increasing the skill levels and enhance performance of Customer Care Representatives and to improve the productivity and customer service levels of the department.•Monitor the Customer Care Representative’s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs.•Train, coach, monitor, and reward Customer Care Representatives on various Division marketing campaigns to achieve projected sales and other goals.

Greater San Diego Area

Inbound customer service representative who assisted customers with technical support, sales, escalations and billing support. I was able to exceed all of my metrics while providing support to other departments for half of my work week. I mentored counterparts on how to exceed the metrics set forth by the company. Mentored many of them which from there went on to move on to other departments within the company.• Led center in sales• Top Agent Three of the Six months on the floor• Assisted Customer Escalation Group when volume was high

Head buyer, executive business manager and accounts payable

Master Of Business Administration - Mba, Business Administration And Management, General, A

Bachelor Of Science Database Management

Bs, It

Computer knowledge, fluent in Spanish