I had the responsibilities of enhancing internal communications within the call center of (500 customer service representatives) and technical operations, as it related to outages. My task, how will customer service agents retrieve the information to communicate to the effected subscribers? I was also responsible for tracking the information of outages and their effects on subscribers daily, weekly and monthly reports. I standardized departmental policies and procedures; coached and developed a team of leaders, as I generated a department from the ground up called “Customer Care Resolution Department” a.k.a (CCRD), the department is still in operation to date.Specialties: MS Word, MS Excel, MS PowerPoint, Human Resource Development, Human Resource Management, Performance Enhancement, Relationship Building, Focus Groups, Problem Resolution, Process Improvements, Call Escalation, Recruiting, New Hire Orientation, Safety Performance, Team productivity, Phone Performance Statistics, Customer Relations, Interviewing Skills, Classroom Presentation/Training, World Class Customer Service, Workforce software, Goldmine – Sales & Negotiations, and Coaching & Development.
Listed skills include Customer Relations, Classroom, Training, Customer Service, and 5 others.