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.

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

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.
• 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
• 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

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
• 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
• 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
• 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