Malena Talley Email & Phone Number

Dallas, Tx, Us

Texas, United States

• Driving best practice standards and processes across the business using One Best Way• Taking full responsibility of all day to day running of all Front-End operational area• Working alongside Store Manager to deliver exceptional customer service and execution of sales• Created a Coaching form to assist Customer Service Managers in coaching the associates• Scheduling workloads and managing real-time to reduce customer wait times• Conduct weekly walk-throughs with Store Manager to discuss visual interpretation• Coaching and developing leaders by building and maintaining relationships• Investigated and resolved customer and employee inquires and complaints in a timely and empathetic manner

Saint Paul

• Managed the best in class support and escalation line service levels for the West Division which resulted in a 10% drop in the call centers service level• Created reporting that would manage outliers on the escalation/support line which resulted in real-time coaching within the call center • Created an intake process on managing Net Promoter Score elevations for the call center to determine the best route• Partnered with Call Center Managers and Director to learn our customers pain points through JIRA and work to develop a strategy to provide quick solutions• Coordinated with Call Center supervisors and Support agents to provide additional resources for the agents which decrease the calls into support queue by 15%• Launched and created presentation to support Diversity throughout Comcast Cable Corporation with the Employee Resource groups, Black Employee Network, Women’s Network, and Veterans Network

• Responsible for supervising a staff of 12 Billing representatives • Managed wide variety of customer service and administrative tasks to assist agents in resolving customer issues quickly and efficiently.• Increased our teams Revenue Generated Units by 6% by motivating our team to educate customers on Comcast products and services• Ensured a great employee experience by addressing agents concerns, demonstrating empathy and resolving problems on the spot.• Conducted weekly meetings with the manager to discuss service levels and expectations of call center functions.

• Responsible for supervising a staff of 12-15 Loyalty & Billing representatives • Directed training of new team members and mentored each to promote productivity, accuracy and friendly service.• Responsible for retaining 84% of our customer base• Coordinated a partnership between Call Center supervisors and QA representatives• Created and implemented a process for follow up on customer impacting issues which resulted in a 5% decrease in call volume• Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.