Lorinda Wentz Email & Phone Number

•Department management - I am responsible for overseeing the operations within our customer support, account management, retention, content, and ads departments. Regularly conducting leadership meetings with the department heads and collaborating for operational efficiencies. •Retention management - manage the team and communicate with all customers who are considering cancelling their services. We work together on ways to keep an account so that it helps the customer and avoids hurting revenue as much as possible. Sometimes the best option is an upgrade/downgrade discussion to see what works best. I keep track of the accounts cancelling, track the reasons for cancelation, set up the retention team to proactively reach out to customers, as well as report to executives regarding churn data. If there are billing changes to be made I also edit billing and notify all applicable parties of the cancelation information for processing. •Account management – regularly meet with customers to review their current stats on their analytical reporting and discuss their needs for their business and how we can assist. •Social Media strategy - I work together with customers on their focus and preferences of what they want to present on their social media platforms and if there are new ideas or questions from the customer I connect with all people involved for resolution.•Social platform management - I ensure the connections to Facebook, LinkedIn, Instagram, and Twitter are present so that we're able to connect and post content as planned.•Reporting Metrics - I review and report on metrics for the company including churn and revenue.

•Customer care and support manager – managing the customer care and support team, working through email and phone to help answer customer questions on their posts, content, and overall account issues. Regular meetings with the team, going over updates, changes, processes and procedures. •Retention manager - manage the team and communicate with all customers who are considering cancelling their services. I work with them on ways to save the account and upgrade/downgrade packages as needed. I keep track of the accounts cancelling, track the reasons for cancelation, set up the retention team to proactively reach out to customers, I also edit billing charges on their invoice and notify the internal team of the stop date information. •Account management – regularly work with customers to update them on their stats, analytical reporting and requests coming up before our next call.•Onboarding calls – work through the onboarding process with the customer that is starting services and gathering all the information we’ll need to provide a good experience for the customer and their social media accounts. •Orientation calls – after the onboarding I train the customer on how to use the tools we have available and how to request edits and changes to their content. •Training customers and employees - when customer have questions on things I help walk them them through the process of how to do the task. I also help new hires learn how to do the job they were brought on to do by training them on systems and the functions of the systems.•Social Media strategy - I work with customers on their focus and preferences of what they want to present on their social media platforms as questions come up with the customer on those issues.•Social platform management - I connect and maintain the connection to Facebook, LinkedIn, Instagram, and Twitter so that we're able to connect and post content regularly.•Hiring - I post positions, interview, and hire when it's needed.

Sandy, Utah

• Onboard and train all new Broadvoice employees through all departments within the Utah office.• Trained employees in Project Management, Customer Care, Technical Support, Account Management and Sales.• Trained employees on all internal systems, navigation, phone products, online portals, VOIP and Telecom history.• Training on the use of Salesforce as our internal Customer Relationship Management (CRM).• Development, maintenance and administration of the internal Learning Management System (LMS).• Content creation for all new training and development curriculum.• Gathering requirement needs for LMS system from internal and external stakeholders. • Administration of all new and existing users within the LMS system and Confluence.• Built landing pages, process and procedural documentation within Confluence.• Revamped training policy, procedures and content for the California Headquarters to streamline their onboarding process to mirror the Utah office training protocol.• Onsite training for new and existing Broadvoice customers on how to use customer portals, phone system and messaging systems.• Phone voice over work for Broadvoice customer IVR systems.

Sandy, Utah

• Gather Customer Service Records (CSR’s) of all services for porting needs to facilitate easy transfers.• Compile Letters of Authorization (LOA’s) to grant permissions for porting.• Key Sheet compilation, which consists of documentation and requirements gathering related to call routing, auto attendance, user permissions, programming, pricing, hunt groups, phone details, email clients, IM clients.• Assisting customers and warehouse with ordering of phone system.• Upselling customers to higher model phones to increase company revenues.• Detailed phone support for Cisco, Polycom, Snom and Zultys; including detailed support for in menu options, set up and diagnosis.• Coordinating time lines between all departments for Engineering, Programming, Installation, Porting, Training and mile stone updates.• Onsite training for customer portals, phone training and demonstrations for all phone brands and services offered. Phones included: Cisco, Polycom, Snom and Zultys• Familiar with Analog, VoIP and Hosted PBX• Provide daily and weekly updates to maintain communication between Customer, Sales, Engineering to make sure all deadlines are hit within projected time lines. • In lead capacity I assign projects to other Project Managers based on platform and seat counts.• Develop new processes and procedures as required.

South Jordan, Utah

• Processed circuit quote requests for our sales team when they had sales opportunities. • Created CSR records for customers when porting out or offboarding.• Worked as the liaison between carriers and the project managers on each circuit order and helped coordinate PTD’s, site surveys, and turn up dates for circuits to go live. • Handled the accounts that were disconnecting all of their services. Spoke with those customers and discussed their plans and if they were porting so it would run smoothly.• Communicated daily with customers via phone and email for updates on their orders.

West Valley City, Utah

• Met weekly metrics regarding how many phone screens were done, calls made, and interviews scheduled.• Conducted phone screens for candidates that applied online and evaluate if they should move forward. • Discussed position details with hiring manager to match the right candidates to the right job. • Regularly went over current job openings and opportunities available to candidates as well as the benefits, schedules, facility accommodations, and each individual job description.• Discussed referral benefits with employees and got candidate leads from them to interview. • Assisted in job fairs for candidates and discussed the finer points of the company and what they offered.• Pulled internal records on former employees who were applying to come back to the company.Skills/Tools: PeopleFluent, Lotus Notes, Word, Excel

Sandy, Utah

• Managed day to day operations in the call center focusing on meeting our KPI’s for our ASA targets. • The customer care team took all inbound calls and had supervisors, leads, & reps total of 20-40 people. • I reviewed, approved, and denied credits and debits for customers while verifying their validity through their contracts, orders, billing, and additional systems. • Created and conducted regular coaching and training for care reps, leads, and supervisors in customer service process, procedure, soft skills, and de-escalation practices. • Handled the hiring of new employees and met with applicants for their 2nd interviews as well as handling interviews for current employees applying for promotional opportunities in my department. • Encouraged cross functional team utilization to get answers and resolutions to customer issues.• I would meet regularly with employees to check in and make sure their needs were addressed personally and as a department. I would also do quarterly team building activities and encourage interaction and open communication between everyone.

Sandy, Utah

• Supervised a customer care team of 10-18 reps and 1-2 lead reps. • Approved payroll for my team members and assisted in scheduling. • Responsible for corrective action and performance improvement plans.• Conducted regular team meetings to discuss process updates, improvements, issues, etc. • Compiled stats and held 1on1 meetings with each rep on a monthly basis to review their goals and stats. • Performed phone interviews with applicants as well as 1st level in person interviews. • Regularly monitored the work of the team to ensure consistent quality on calls and orders. • Created and conducted positive morale boosting activities and team building exercises.

Sandy, Utah

• Assisted supervisors with team tasks.• Performed the required QA team monitors that were due each week for each rep on the floor.• Assisted the reps on the floor with any questions they had about billing and MACD orders.• Took 1st level escalation calls from the reps on the floor when a customer wanted to escalate.• In 2007 as a lead I had the opportunity to play a key role in the transition of a department from Dallas,TX to Sandy, UT after a merge of our two companies took place.• I took part in many process updates, policy changes, and assisted in providing additional training to others in the Sandy call center regarding all the new systems and other updates.

Sandy, Utah

• Took inbound calls from customers regarding their invoices and handled and handled billing disputes.• Took inbound calls for customer order requests to move, port, disconnect, or add services.