Lorraine Sanner Email & Phone Number

Phoenix, Arizona Area

Hire, Coach & Manage IT Support Desk staff (Levels 1 - 3)Developed performance goals and implemented scorecard matrixCoordinate staffing & vacation schedule to ensure 90%+ of inbound calls are answered within 10 seconds consistentlyImplemented Quality Control measures and customer satisfaction measuresCreated templates to improve quality and consistency in email correspondenceRolled out fully customized Salesforce / BMC RemedyForce ITSM product for 150 licensed users and 4500 end-usersAs Salesforce Administrator, I meet with business and technical units to gather requirements and build solutions either in the RemedyForce console or using custom apps and workflowsFacilitate training on Salesforce apps

Phoenix, Arizona Area

Customer Retention DepartmentHired, developed, and coached team of inbound customer service agentsCompleted performance reviews on each agent monthly, midyear and annuallyDelivered team performance in top 10% January 2008 - March 2011Partnered with Quality to ensure that new guidelines for call monitors capture the SellMore Retention call model Coordinated and facilitated new hire OJT, and Retention Helpers from Technical Support to handle overflow call volumePartnered with Technical Support leadership in reporting and coaching performance, financial results, and overall quality of Retention Helpers Created Customer Retention Process and training materials for Cox Commercial accountsAssisted agents with client issue research and resolution, and audited live and recorded calls to ensure accuracy and adherence to existing policiesTrained 90 front line agents in Proactive Retention programTrained front line Sales, Retention, and Technical support agents on new processes and packagesFacilitated leadership development class for Customer Care Leadership teamParticipated in Manager Leadership Development Center program

LeadershipHired, developed and coached staff of up to 25 front-line personnel Maintain overall team performance of 100% of all accountabilitiesCoordinated 24/7 coverage of leadership to ensure efficiency in handling incoming email, callback requests, journal updates, and interviewing of new employeesWorked with peers in creating leadership holiday coverage process to improve floor support on holidays and special eventsCreated process requiring education of all departmental requirements to cover at every interview of Technical Support applicants, reducing employee attrition during training phaseImproved communications and partnership with the field by acting as Customer Care Liaison for Technical SupportMentor and on-board new team leadersCox High Speed Internet (CHSI) Initiative Project Leader Coordinated ongoing up skill training of 150 agents in Customer Care to handle 41K CHSI calls per month in 2006 and 68K calls per month for 2007Partnered with Leadership and Operations Support to ensure effective staffing of CHSI queue to meet vendor agreementsCreated Think Tank of CHSI Specialists to ensure ongoing up skill training and development of CHSI agents Identified Tech I agents to promote to Tech II status, and partnered with Leadership to ensure that agents are performing up to standards

Technical Support AssistProvided training, guidance and technical support to front line personnel, and resolved escalated customer issues regarding Telephony, Video, and Internet servicePartnered with Training and Quality to ensure accuracy of Methods & Processes Created database codes for Assist line tracking to support leadership and identify trends and training opportunitiesCoached Work Order errors and Quality Monitoring to all Customer Care teamsDeveloped Accountability Tracking for leadership to track progress and performance of mentors to improve performance of teamProvided floor and phone support to ensure assistance in meeting Service Level goals for department Processed Care Records for all Arizona Telephony customers

Phoenix, Arizona Area

Performed Dental Front Office daily duties and assisted Office Manager in resolving insurance disputes for patients Implemented and trained staff in electronic scheduling system

Supervised production operations of large volume litigation support systemHired, trained & supervised records staff, increasing production by 100% Developed budgets, project schedules, and proposalsAnalyzed and presented data to litigation support teamsDesigned and maintained database structure

Contract employee delivering customer service solutions to corporate account holders regarding training and development

Bachelor Of Science (Bs), English, Grade 7-12 Teaching Certificate

Activities and Societies: Secondary Education, Art MinorB.S. English - Secondary Education Art Minor

Graphic Design, Photography, Fashion Design

Weekend classes