Michael Baker Email & Phone Number

East Butler, Pennsylvania

Plan, evaluate, assign and direct the work of the unit.Assist in developing and managing an effective information program for annuitants and survivors.Identify and analyze information needs to inform annuitants and survivors about programs, changes, activities, requirements and services.Determine program goals, objectives, and long range and annual plans.

Boyers, Pennsylvania

Franklin, PA

Responsible for providing routine service support to PNC customers who initiate telephone contact with the Retail Call Center, which involves questions regarding products, online directions, and their account(s). I communicate directly with customers, as well as internal and external service partners, to effectively resolve issues, questions, and service.

Responsible for training of a team of telephone order representatives and monitoring their calls for quality assurance. Motivating employees by providing feedback, coaching for success and providing assistance with questions and elevated customer calls when needed. Also shared responsibility for daily service center operations.Plans and delivers training.

Responsible for training groups of new telephone CSR’s in preparation to take incoming customer order and customer service calls. Also conducts on site training for new and updated procedures and computer system enhancements.Trained groups of up to 20 new hires to prepare them to take incoming customer calls following the correct order entry.

Responsible for supervision of a team of telephone order CSR’s and monitoring their calls for quality assurance. Motivating employees by providing feedback, coaching for success and providing assistance with questions and elevated customer calls when needed. Also shares responsibility for daily service center operations.Monitor and evaluate telephone.