Owen Anderson Email and Phone Number

• Provide GAS3 selling experience for DIY and professional customers• Provide leadership and developmental coaching for store Team Members• Achieve personal / store sales goals and service objectives.• Manager on duty responsibilities (touch base/coaching, issue resolution, floor/phone mgmt., task assignment and completion, safety, open/close duties)• Manage DIY services including battery installation, testing, wiper installs, etc • Ensure high standards of customer service including prompt handling of any complaints for product and operational standards.• Weekly scheduling process• Hold others accountable, inspect work quality and give feedback in a way that is inspiring.

• Formally and informally coaches and develops the performance of the team to ensure they have the resources, coaching, support and capabilities required to meet or exceed expectations• Promotes high level of employee engagement with representatives by implementing effective coaching, performance improvement, career planning and practices to motivate and recognize employees for meeting/exceeding performance targets• Reviews performance data (e.g., scorecard, brand behaviors, call monitors, customer sentiment/surveys, etc.) to diagnose performance gaps and works with the representative to improve (discusses and agrees on Monthly Achievement Plan focus areas regularly)• Monitor and coach agents to effectively and consistently use Customer Care tools and report any issues to appropriate leader and/or work group • Promotes a professional, team oriented and connected service culture to achieve a complete service interaction: serving, solving and cross-selling (if position requires)• Serves as a role model for the team in all aspects of the business and manages day-to-day activities to maintain momentum and a sense of urgency toward desired results. Continually focuses on driving high standards of performance, correcting performance gaps, and working persistently to overcome obstacles to meet or exceed challenging goals • Resolves complex customer complaints and handles issues escalated by team members in a timely manner, including handling escalated customer situations, while identifying and communicating identified trends • Leads team meetings/huddles to cascade information, share best practices, coordinate efforts and communicate changes in relation to products, policies, expectations and performance standards • Communicates customer concerns, trends, issues, sales opportunities, process improvement opportunities and related matters to higher leadership or applicable work groups within the Customer Care team

• Provide feedback to Managers/Supervisors regarding performance trends and improvement initiatives to aid with development coaching and process improvement• Prepare and deliver both internal and external presentations related to performance to ensure optimal customer experience to meet KPIs•Conduct calibration sessions among internal/external (COE/OSP) managers and supervisors, to ensure adherence to call quality guidelines and performance standards•Use trends and root causes identified through call analysis to create business cases for reduction in revenue

• Manage sales support initiative & projects to improve the effectiveness of sales force by identifying areas of operational improvement, performing gap analysis, developing & coordinating project action plans• Identify communication and training needs, refreshers, and opportunities• Match sales presentations for marketing strategies • Develop and maintains various databases to help achieve business success• Developed reports to track and measure performance (e.g. monthly, semi-annual, and/or annual evaluation reporting)• Primary training resource for Cox Business sales and support teams

• Coached and developed 20 Customer Service employees• Effectively handled customer Escalation Line • Conducted performance reviews and measured performance plans • Improved average speed of answer to less than 30 seconds by creating a queue monitoring schedule

• Supervised 35 employees throughout nine service centers• Conducted performance reviews and provide on-site coaching• Verified Occupational Safety and Health Administration regulation compliance• Assisted with daily operations (process payments, issue and receive equipment, auditing commissions, etc.)• Monitored call volume queue and customer calls to ensure adherence to schedule was being met by contact center employees and coached when opportunities for improvement were presented

• Conducted monthly reconciliation of the leave and earning statements of over 600 members with above 90% accuracy• Performed customer service for Naval and civilian Government employees• Paid travel advances and settlements• Handled $4,000,000 check cashing budget for ship’s staff while out to sea