Perry Bailes Email & Phone Number

Boston, Massachusetts, United States

Boston, Massachusetts, United States

Boston, Massachusetts, United States

Salem, Massachusetts

Waltham, MA

• Ensure that direct reports protect the reputation of Constant Contact by adhering to all compliance regulations
• Creation and review of staffing lines across geographically different locations for all hours of operations
• Leading multiple trainings across departments by creating content, training of senior staff, coordination and scheduling of training.
• Manage a team that includes account review representative, senior representatives, maintaining an ongoing high level of performance and quality monitoring for reviews
• Creating an atmosphere of fun and positivity via mentoring and development, while coaching to optimize productivity.
• Identify, review and hire effective new staff members and being a good ambassador during departmental orientation.

• Key Responsibilities:
• Manage technical support representatives and team lead performance.
• Ensure that high standards for productivity metrics and quality are consistently met.
• Interview, hire and on board reps and team leads.
• Mentor, coach and develop reps and team leads.
• Act as an escalation point for customer concerns and issues.

• Monitor and optimize overall team’s performance. Ensure that team is meeting established call center performance metrics.
• Supervise and direct the daily activities of call center reps, including schedule adherence.
• Assign tasks, give instructions and follow up with team members.
• Coach, mentor, monitor, evaluate and discipline individual reps to improve effectiveness.
• Act as subject matter expert and answer rep questions.
• Act as an escalation point for customer concerns and issues.

• Effectively interact with customers of all technical skill levels to define, research, and resolve customer issues quickly and accurately.
• Communicate and resolve technical issues via phone, email and chat.
• Provide a superior level of service in all customer interactions.
• Accurately assess and escalate issues to product specialists, sales and management as needed.
• Communicate effectively with customers, team members, user services reps and managers.
• Provide timely updates to customers, colleagues, and management on the status of outstanding issues.

Master Of Business Administration (Mba), Information Technology

Information Systems, Database Administration

Activities and Societies: AITP, National Honor Society.IS graduates have an understanding of basic business functions and hands-on.

History, International Relations And Affairs

Activities and Societies: AITP

Theatre/Theater