Shawn Clark Email & Phone Number

Elgin, South Carolina, United States

Verizon Wireless, Elgin SC/Work from Home October 2005 - August 2023:Leading Global Telecommunication company. Initially hired as a customer service agent. Demonstrated outstanding performance and ability to develop others, and was promoted to Customer service Supervisor, to manage and develop teams and their abilities to improve relationships with customers, to increase loyalty. 2010- Present Customer service supervisor:Mentored, by connecting with individuals, observing and analyzing their skills, then creating a plan to help develop what is missing or in need of improvement for each individual, and the team on a continuous basis, weekly, monthly, quarterly, and yearly. for teams of various sizes from 14 to 20 plus. The goals were to exceed all key performance indicators Evaluated and analyzed interactions and agent behaviors to discover possible behavioral trends and coach these to change trends to improve overall metrics and productivity. To be able to recognize outstanding behaviors/performances, in a way that the individual would value, or hold accountable individuals due to behaviors that cause outlier results. Continuously learned all processes and updates, and then passed that information to teams, by training them, so we could align on all business goals, and enhancements, to achieve all KPIs and meet business standards. Partner with peers, and other members of management, to help the business improve on all KPIs. Share my tested and proven ideas and processes that will help grow the business and help others to do well or improve along with me. Managed and researched and resolved escalated concerns to customer and business satisfaction, to help build a future relationship of loyalty.