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 for the section.Apply general personnel management and labor-management policy and practices to motivate the workforce.

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 requests. I must utilize skills and expertise to execute various service and sale processes through defined procedures, established policies, and my own knowledge base. I am also responsible for customer satisfaction and retention through accurate and thorough processing, efficient problem solving resolution, and effective service partner assistance.

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 presentations - including order entry, remedial training, and procedural changes Net Rep and Customer Service Representative training.Monitor and evaluate telephone calls/customer interactions in an effort to maintain quality standards measured by the corporation.Provides feedback on call quality and makes recommendations for performance improvement as needed.Verbal and written communication with managers, facilitators and coaches.Conducts telephone interviews to pre-screen applicants/determine eligibility for on-site interviews.

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 procedures.Conducted training with current employees – when new and updated procedures/system enhancements are implemented..Verbal and written communication with supervisors and managers.

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 calls/customer interactions in an effort to maintain quality standards set by the corporation.Compile monthly reports based on associate’s performance on evaluated telephone calls/customer interactions for supervisors to use on yearly performance evaluations.Conduct discussions to correct weak areas or to provide coaching when screen errors occur during order entry process.Prepare and conduct monthly meetings with associates to cover changes/highlight common misunderstood procedures and to answer common questions.Verbal and written communication with supervisors and managers.