Mckenzie Field Email & Phone Number

Greenwood Village, Colorado, United States

• Review, distribute and maintain internal call audits between three call centers to identify compliance of legal requirements and client-driven standards.
• Respond to disputes and questions by clarifying processes and citing documented policies.
• Report month-to-date compliance scores and trends.
• Conduct monthly calibration meetings.
• Analyze trends and provide additional training on compliance requirements as necessary.

Colorado Springs, Colorado, United States

• Conduct new hire training 10-20 agents in a virtual environment following established curriculum.
• Ensure new hires pass 3 mock call assessments and score 90% or above on cumulative assessment.
• Adapt quickly to changes in curriculum.
• Daily reporting of trainee behavior, class progress and curriculum timeline

Centennial, CO

• Training and Development
• Facilitate new hire alarm agent and lead alarm agent training in Centennial, CO and Syracuse, NY.
• Adapt delivery based on differing communication and learning styles.
• Maintain thorough knowledge of content, enabling flexibility to promote synthesis as directed by class discussion.
• Update curriculum based on changing processes.
• Identify opportunities to refine activities or redesign structure of curriculum for improved retention.

East Syracuse, New York

• Coach and develop a team of 10-14 alarm agents to achieve successful performance standards.
• Design and deliver on-going training regarding updated policies or enhance successful skill sets.
• Create and implement quality programs to measure alarm processing procedure standards and call audits.
• Maintain documented policies and procedures.
• Identify procedural gaps and work with management to make appropriate changes.
• Gather alarm operations performance data and post agent score cards.

East Syracuse, New York

• Answer inbound customer requests to disconnect service.
• Identify the customer's needs and resolve underlying issues to avoid disconnection when possible.
• Manage sales call overflow; create new accounts or upgrade current level of service.

East Syracuse, New York

• Swiftly and accurately handle outbound alarm events according to their priority and response plan.
• Manage inbound customer calls for residential and commercial security customers.
• Basic data entry, account change requests and appropriate call escalation.
• Billing inquiries and scheduling service calls after hours, page on-call technicians as required.