Seth Simms Email & Phone Number

Loveland, Co, Us

United States

Fort Collins, Colorado Area

Participated in the interview process for frontline call center agents proving assistance with technical and billing issues for Comcast/Xfinity residential customers. Assisted new hires thru initial 90 days of employment including 4 weeks of "residency" with soft skill training & shortcuts for efficiency. Positive results for KPI's including customer satisfaction survey and internal confidential survey results. Lead a team of highly efficient agents in assisting peers while reaching goals of leadership themselves. Assisted new peers on boarding to shorten learning curve while learning new perspectives from them on leadership.

Greater Seattle Area

Supervising teams from 13 to 50 who assisted residential customers with billing or technical concerns for Internet, Comcast Digital Voice home phone service & cable television. Trained agents in sales and de-escalating customers concerns thru empathy and a behavior based quality program. Provided feedback live, weekly, and quarterly both verbally and written communication. Achieved top 5 placement based on KPI's for 4 continuous years. Called customers per NPS guidelines and provided feedback appropriately. Assisted with multiple trials and procedural launches while identifying and developing talent of future leaders in the organization.

Sacramento/Seattle

Inbound Sales, Technical repair for TV, home phone & Internet, Inbound Loyalty, Inbound Billing, Bulk account handling, Corporate accounts for the state of CA.Creating an experience while servicing the customers concerns were paramount to success.

Bay Area & Sacramento Ca

Managing all aspects of Retail operations for multiple sites. Selling, Scheduling, Budgeting, Supply ordering, Cash handing and deposits. Maintaining relationships with Mall management, Security and other retail shops while leading a team to success.