Steven Jones Email & Phone Number

Dayton, Ohio, United States

Ohio

Responsible for increasing customer portfolio by 20% in each county while enhancing current insurance plans to fit the individual needs of existing customers.Managing my team of 5-8 agents and 3 Pacesetters within the territory they are currently working. Coach and develop skills of all tenure of agents to hit personal and company sales goals while increasing customer satisfaction

Carmel, Indiana

Fairborn, Ohio

My role consists of several different areas of the business to create a total customer experience. Below are the details of my responsibilities: Work with executive management to create a Lean Six Sigma continuous improvement environment within the Guest Services department.  Develop performance management strategy and implement them within the call center to ensure my associates have a clear understanding of their roles and responsibilities and hold them accountable for all metrics and behaviors. Ensure customer satisfaction by resolving all issues as they arise and proactively managing customer expectations with the goal of preventing problems. Manage customer expectations in a professional and courteous manner with a goal of meeting or exceeding expectations consistently. Provide overall supervision of associates in the customer services area through training, motivation, coaching and encouragement. Manage in home customer service department by consulting with technicians, adjusting service zones, reviewing assigned service calls and results, and maintaining supplies needed to effectively provide service.

My role as a customer care supervisor is leading, coaching, and development of 20-25 direct reports. My strategy is using a hands-on management style approach to ensure each of my direct reports gets relevant 1x1 personalized coaching and development training to hit all operational goals. Through multiple Limited Brands trainings and self learning, I have been able to meet and exceed retention goals and increase operating income in our Customer Care Center. Also, I worked on our Performance Management initiative that set performance expectations for our front line associates in both call centers, Kettering and Rio Rancho. This also included developing and streamlining associate performance mid-year and year end reviews.

The objective of the 2011 Self Service Online Project (SSO) is to drive additional revenue, enhance the online customer experience and reduce costs in the VSD Customer Care CenterThree Main Catagories for the Self Service Online Project:Active participation and engagement in design sessions, requirements, and/or completing any other assigned tasks and documentationIncludes prioritizing work to attend project meetings, review necessary project documents and actively provide feedback and insight to Business Owner and LeadProvide status updates on assigned tasksIdentify and escalate issues and risks Accountable for the success of the project