Linda Roe's Location
Salem, Missouri, United States, United States
Linda Roe's Contact Details
Linda Roe work email
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Linda Roe personal email
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Linda Roe phone numbers
About Linda Roe
Successful professional leader with experience in customer care, sales, call management, dispatch. banking, insurance and telecommunication. Expertise in virtual/remote customer service, first time resolution,, sales, retention, technical repair, collections, finance, insurance, telecommunications, coaching, developing talent, creating effective training material and technical support. Strong organizational and analytical skills with a goal to maximize profitability goals. Unique ability to build highly successful work teams to deliver results that meet company strategy and expectations. Proficient in computer software: MS Windows, Word, Excel, Lotus Notes, PowerPoint, Outlook, Google Sheets, Gmail, Salesforce and Apple Technology.
Linda Roe Work Experience Details
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Digital Customer Care Contact Center DirectorMassmutual Jan 2022 - PresentSpringfield, Massachusetts, UsDigital Customer Care Contact Center Director managing a team of 15 – 20 contact centerrepresentatives who assist with a variety of clients and distributors for Life Insurance Products. Accountable for all aspects of attracting, retaining, coaching, mentoring and developing talent while maintaining daily operational supervision. Responsible for supporting implementation of tactical/strategic improvements to ensure compliance with all policies, procedures, programs, KPI's and workflows in the MMUS Life Insurance Operations Service Center. -
Call Center DirectorMtx Group Nov 2021 - Dec 2021Frisco, Texas, UsLeads and supports day to day operational oversight to include achievements of expected results in all centers and on all accounts handled by those centers. Develop and mentor leaders to make MTX the best place to perform for all experts and prepare our leaders for growth opportunities. Responsible for KPIs that measure results. Oversees operating systems including policies, procedures, and operating structure. Establishes and implements service level standards. Researches operations and efficiency of the contact center. Develops client relations, communicating technologies, meeting contractual obligations and adjusting contact center operations to ensure continued client readiness. Develops effective organizational partnerships within the enterprise worldwide, ensuring continuity among all contact centers. -
Avp - Contact CenterSf Fire Credit Union Feb 2018 - Jul 2021San Francisco, California, UsCoach and develop a successful team of 26 Customer Care Representatives and 2 Supervisors to improve Member Relations. Developed team performance score card. Implemented agent scheduling for call and media coverage. Assisted with leadership coaching, training, and attendance audits. Monitor for quality, maintained/created reports, and manage call volume. Initiate team incentives to motivate and meet goals. -
Call Center ManagerRon Allen Enterprises Sep 2017 - Dec 2017Santa Rosa, Ca, UsLead and drive multiple high performing teams to include sales, customer service, and collections. Accountable for over operations, statistics and call center metrics. Oversee and ensure successful integration of new software systems and protocols. Collaborate with management to define and implement process by increasing efficiencies. Develop, support and manage department goals/expectations. Establish and implement policies/procedures. Effectively communicate changes. Other responsibilities- project management, recruitment, training, coaching, performance management/reviews, assist with playbook, toolkits, scripting, resolve customer escalations, call management, monitor KPI's, drive positive quality audits, and relationship building. -
Supervisor- Executive Customer RelationsComcast Cable Jan 2014 - May 2017Philadelphia, Pa, UsResponsible to coach and develop a team of 10-12 executive customer relation representatives working to investigate/resolve customers repair, and billing concerns. Additional tasks to include attendance audits, weekly/monthly reviews, recruiting, training, coaching, providing feedback, monitoring for quality, maintaining/creating reports, manage team ticket assignments, team motivation, ergonomic evaluations, and investigation/resolution of small claims escalations. -
District Capacity ManagerSears Holdings Corporation Jan 2013 - Dec 2013Chicago, Il, Us• Meet and exceed capacity management target goals for the In-Home repair District • Manage dispatch support team to include 1-2 Routing Team Leads plus 10-15 Dispatchers • Accountable for district P&L performance, and reporting on various performance metrics, including technician productivity, overall crew productivity, and service-affecting activities -
Virtual Call Center Retention SupervisorComcast Jun 2008 - Nov 2012Philadelphia, Pa, UsCoach and develop a team of 16-20 customer care representatives working from home to increase revenue by retaining and upgrading our current customers. Additional tasks to include attendance audits, weekly/monthly reviews, recruiting, training, coaching, providing feedback, monitoring for quality, maintaining/creating reports, call volume management, team sales/retention incentives, ergonomic evaluations, home certifications and technical trouble shooting of cae desk top computers.
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Recovery/Qc SupervisorComcast 2007 - 2008Philadelphia, Pa, UsCoach and develop two teams totaling 18-20 customer care representatives to increase revenue through the recovery of failed installs and through the revenue assurance process ensuring that the cae’s are applying appropriate credits. Manage many different types of revenue driven tasks. Example: validating the proper use of campaigns among our sales and retention teams, to order to drive our average revenue per order. Additional tasks include attendance audits, weekly/monthly reviews, interviews, training, coaching, providing feedback, monitoring for quality, maintaining reports, call volume management, ensure work order errors are corrected, multiple accounts are complete, fulfillment to processed, credits are approve, customer correspondence, team scheduling..
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Sales/Recovery SupervisorComcast 2006 - 2007Philadelphia, Pa, UsCoach and develop two teams totaling 20 plus customer care representatives to drive inbound sales revenue. Additional tasks to include attendance audits, weekly/monthly reviews, interviews, training, coaching, providing feedback, monitoring for quality, maintaining/creating reports, call volume management, and team sales incentives.• Conducted successful sales days for the entire Sales and Call Center, increasing daily sales by 25% from weeks prior.• Met and exceeded Sales Goals for 9 out of 9 months
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Precall/Recovery SupervisorComcast 2004 - 2006Philadelphia, Pa, UsCoach and develop two teams totaling 20 plus customer care representatives to save in unnecessary truck roll expenses and increase our sales to connect ratio by effectively rescheduling install orders. Additional tasks to include attendance audits, weekly/monthly reviews, interviews, training, coaching, providing feedback, monitoring for quality, maintaining/creating reports, call volume management, team scheduling.• Overseen quality control mentor team, who decrease overall work order errors with in the call center by 75% or more.• Developed multiple employees to exceed goals and promote to higher positions with in a nine-month period.• Restructured Bay Area Precall and Recovery teams to improve over all productivity by 3-5% with in a 30 day period.
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Billing/Repair SupervisorComcast Dec 2002 - Jun 2004Philadelphia, Pa, UsSupervised team of 15-25 customer care representatives to exceed productivity goals and improve revenue. Developed and initiated inbound call strategies to improve customer service while managing service level.
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Collections ManagerProvidian Financial Jun 2000 - Dec 2002UsSupervised top performing team of 15-25 collection representatives to exceed productivity goals and recover lost revenue. Developed and initiated inbound/outbound call strategies to improve customer service while managing service level. -
Call Center/Dispatch LeadIkon Office Solutions Apr 1996 - Jun 2000Supervised team of 20-25 customer care and dispatcher representatives to exceed productivity goals and reduce truck rolls. Developed and initiated inbound/dispatch call strategies to improve customer service while managing technicans response times. -
DispatcherIkon Office Solutions Apr 1994 - Apr 1996Dispatched service technicans in Northern California to meet response times and customers exceptations. Worked in partner with Service Managers to meet customer service goals.
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Customer Service And Repair Call Center RepresentiveIkon Office Solutions Apr 1992 - Apr 1994Assisted customers with troubleshooting copier and fax repair over the phone. Set up technical appointments to resolve customers repair needs.
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New Account Associate/TellerGreat Western Bank Apr 1990 - Apr 1992UsAssisted customers with banking transactions. Up sold customers on products and set up new banking accounts. Assisted in balancing ATM's and Vault daily.
Linda Roe Skills
Call Centers
Telecommunications
Customer Retention
Training
Customer Satisfaction
Customer Experience
Broadband
Troubleshooting
Team Leadership
Call Center
Leadership
Customer Service
Coaching
Team Building
Avaya
Management
Sales
Process Improvement
Workforce Management
Call Center Development
Telephony
Vendor Management
Voip
Outlook
Cross Functional Team Leadership
Operations Management
Technical Support
Sales Management
Time Management
Account Management
Microsoft Excel
Quality Assurance
Provisioning
Ivr
Cable Broadband
Virtual Management
Microsoft Word
Escalation
Customer Support
Software Documentation
Dispatching
Sales Rep Training
Dispatchers
Banking
Collections
Virtual Environment
Third Party Vendor Management
Project Management
Contact Centers
Team Management
Linda Roe Education Details
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Solano Community College -
Teller TrainingBanking And Financial Support Services
Frequently Asked Questions about Linda Roe
What company does Linda Roe work for?
Linda Roe works for Massmutual
What is Linda Roe's role at the current company?
Linda Roe's current role is Successful Customer Care Contact Center Leader.
What is Linda Roe's email address?
Linda Roe's email address is lr****@****ecu.org
What is Linda Roe's direct phone number?
Linda Roe's direct phone number is +170743*****
What schools did Linda Roe attend?
Linda Roe attended Solano Community College, Teller Training.
What skills is Linda Roe known for?
Linda Roe has skills like Call Centers, Telecommunications, Customer Retention, Training, Customer Satisfaction, Customer Experience, Broadband, Troubleshooting, Team Leadership, Call Center, Leadership, Customer Service.
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