Rikki (Jade) Florez Email & Phone Number

Remote

Wichita, Kansas, United States

Wichita, Kansas, United States

*Manage and direct the daily activities and long-term success of Protection Experts through coaching, training, development, and performance management.*Assign tasks, follow-up, answer questions, and give instructions as needed to meet customer needs*Address and resolve team members internal concerns and questions*Maintain working knowledge of claims systems and requirements, and current product offerings (Smart Home Support, etc.) to provide maximum support to Protection… Show more *Manage and direct the daily activities and long-term success of Protection Experts through coaching, training, development, and performance management.*Assign tasks, follow-up, answer questions, and give instructions as needed to meet customer needs*Address and resolve team members internal concerns and questions*Maintain working knowledge of claims systems and requirements, and current product offerings (Smart Home Support, etc.) to provide maximum support to Protection Experts*Ensure Protection Experts receive the appropriate tools, training, and support to apply skills and knowledge and effectively resolve customer issues*Provide professional development and performance management to Protection Experts to improve efficiency and results*Meet key performance indicator metrics for call performance measurements and sales goals through development, training, and support or Protection Experts*Communicate company policies, procedures, and best practices to Protection ExpertsPractice and ensure compliance with Asurion and client policies and procedures*Follows directives from Call Center Management (Operations Managers, Directors, etc.)To ensure we have adequate staff to meet our contractual service level requirements, regular and reliable attendance at the place of work is required Show less

Wichita, Kansas

• Supervise contact center agents; responsible for coaching, training, payroll, and development of staff; manage work performance and conduct monthly/annual evaluations• Servant leader with a positive demeanor using creativity to promote buy in• Top team in net revenue goal attainment at 116%• Exceeded department close rate average of 28.8% with 29.88%• Produced the highest average order value at $670.45• Contributed to increasing call center revenue per call by… Show more • Supervise contact center agents; responsible for coaching, training, payroll, and development of staff; manage work performance and conduct monthly/annual evaluations• Servant leader with a positive demeanor using creativity to promote buy in• Top team in net revenue goal attainment at 116%• Exceeded department close rate average of 28.8% with 29.88%• Produced the highest average order value at $670.45• Contributed to increasing call center revenue per call by 25%• Exceeded quality score of 80% with 84.8% Show less

Wichita, Kansas Area

• Served as the voice of Customer Care in sales strategy discussions & participated in Customer Care leadership meetings to relay key marketing, sales initiatives and understanding of the Customer Care environment providing feedback on Service to Sales progress• Mentored/coached leaders, vendors, and reps on effective value-added sales techniques and huddle strategies• Identified problems and opportunities, analyzed and conceptualized improvements.• Presented/Delivered… Show more • Served as the voice of Customer Care in sales strategy discussions & participated in Customer Care leadership meetings to relay key marketing, sales initiatives and understanding of the Customer Care environment providing feedback on Service to Sales progress• Mentored/coached leaders, vendors, and reps on effective value-added sales techniques and huddle strategies• Identified problems and opportunities, analyzed and conceptualized improvements.• Presented/Delivered presentations, updates, and training to leadership and representatives • Developed/deployed communication and related information regarding sales including but not limited to policies, goals, results, offers, pricing, product knowledge, best practices and job aides• Ensured Customer Care leaders/reps had key information that was timely, accurate, and effectively delivered. Partnered with Customer Care Supervisors to create a motivational atmosphere to drive behaviors Show less

Wichita, Kansas Area

• Assigned work, set completion dates, reviewed work, managed performance in accordance with organizational policies, procedures, and performance management processes• Monitored and evaluated the quality of inbound and outbound telephone calls; Coordinated department budget to ensure cost effective operations • Recruited/hired/provided coaching and development to customer relations and operations department• Managed customer service representatives including telephone… Show more • Assigned work, set completion dates, reviewed work, managed performance in accordance with organizational policies, procedures, and performance management processes• Monitored and evaluated the quality of inbound and outbound telephone calls; Coordinated department budget to ensure cost effective operations • Recruited/hired/provided coaching and development to customer relations and operations department• Managed customer service representatives including telephone, correspondence, research functions to ensure smooth and effective delivery of service to residential/commercial customers• Partnered with other manager(s) to communicate business observations and customer feedback Show less

Wichita, Kansas Area

• Minimized cancellations by actively resolving concerns/issues, determining appropriate steps to provide expedient resolution while providing best in class customer service • Increased revenue through up-selling and cross-selling video, HIS, wireless, and telephone services to existing customers by using proactive sales techniques• Trained new retention rep specialists on the use of installed products, service offerings, billing issues, charges and product features• Updated… Show more • Minimized cancellations by actively resolving concerns/issues, determining appropriate steps to provide expedient resolution while providing best in class customer service • Increased revenue through up-selling and cross-selling video, HIS, wireless, and telephone services to existing customers by using proactive sales techniques• Trained new retention rep specialists on the use of installed products, service offerings, billing issues, charges and product features• Updated regional campaign database that was utilized by customer retention departments nationally Show less

Wichita, Kansas Area

• Built customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other departments.• Educated customers by explaining bills and Cox policies and procedures concerning prices, billing and service; performed necessary calculations pertaining to fees, time periods, and dates. • Determined the appropriate answer, response, or solution by interpreting relevant information considering the customer's circumstances.• Presented cross-sell… Show more • Built customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other departments.• Educated customers by explaining bills and Cox policies and procedures concerning prices, billing and service; performed necessary calculations pertaining to fees, time periods, and dates. • Determined the appropriate answer, response, or solution by interpreting relevant information considering the customer's circumstances.• Presented cross-sell opportunities with an emphasis on value on all appropriate call types which led to closing of sales and completed service orders. Show less