Kyla Cooley Email & Phone Number

Kyla Cooley is a Customer Service Supervisor at Sparklight.

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  Customer Service Supervisor

  Sparklight

  Sep 2012 - Present - Shreveport, Louisiana, United States

  • Assisted Customer Service Manager in leading a tri-state team of direct reports.• Identified missed opportunities that would impact customers and hinder CSRs. • Plan and coordinate Customer Service Representative training to support best practices, one-call resolution, and other initiatives.• Prepared team meetings and planned agendas. Facilitated meeting in manager absence. • Responsible for posting and correcting account adjustments, monthly reports with team stats, commission, and Quality Assurance. • Handle Escalations issues from direct reports and others regarding my coverage area. • Familiar with addressing BBB issues and complaints.• Provide monthly feedback on call quality to ensure we are providing excellent customer service• Coach direct reports to secure sales of products such as video, HSD, and phone. • Collaborated with CSM to ensure our reports were moving in the right direction and implemented ideas to keep up morale.

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  Wiley College

  Organizational Leadership