Prentice Johnson Email & Phone Number

Plano, Texas

Plano Texas

• Manage group that handles BK process from start to finish
• Mainly Chapter 7 and 13 occasionally 11 and 12 as well
• Portfolio of 1.4 million accounts
• Meet with outside counsel on how we will proceed with MFR and Automatic Stays as well as any objections that need to be filed with the courts.
• Coach analysts to ensure timely follow ups on objections and motions as well as adherence to payment schedules
• Manage entire legal process for Bankruptcy accounts

Greater Atlanta Area

• Direct report of 13+ agents; held responsible for delivering high metrics and high level service
• Quality liaison for Atlanta and Dallas offices
• Creating and implementing programs and plans that support the strategic objectives of the line of business ensuring all goals are met
• Managing call center service level results across multiple products lines using budget, forecasting, resource allocation and best practices

• Lead team of 16 representatives handling calls for billing issues, rate plans, cancelations, upgrading devices and troubleshooting for mobile devices, broadband services and VOIP. Deliver policy and procedure guideline.
• Team members consistently awarded monetary bonuses for exceptional performance
• Lead team to receiving highest customer satisfaction rankings
• Provide behavior based, goal driven feedback to assist with development of agents
• Conduct weekly one-on-one conversations and documented in employee files
• Observe multiple calls on each agent monthly to inspect action plans and monitor behaviors

Augusta, Georgia Area

• Balanced consultative expertise with soft skills to provide technical support to teams of 15 agents. Served as the initial point of contact for agents with questions or issues. Served as subject matter expert and led.
• Handled advanced problem solving and troubleshooting
• De-escalated customers by utilizing soft skills
• Conducted side-by-side observations of live calls and provided immediate feedback

Waukesha Wi

Responsibilities included: Leading 15-operator team; Handling difficult issues; Calming escalated clients; Service level monitoring; Emergency call assistance; Coaching, training and development; Product recommendation and cross-selling; Sales with quotas and deadlines; Billing; Analysis; Reconciliation; Technical support and troubleshooting; Appointment.