Stephen Nitsche Email & Phone Number

Flagstaff, AZ, US

Flagstaff, Arizona, United States

Creating, presenting, and maintaining in-depth learning content to onboard new Support team members and maximize the global Support Team knowledge, expertise, and quality assurance.Regular inter-organization and cross-organization collaboration in order to help develop, implement, and deliver long-term training strategies for internal, as well as customer.

Scottsdale, Arizona, United States

Building and supporting a team of highly motivated Customer Support Engineers in their pursuit of providing exemplary support to customers and creating an effortless experience through all support interactions.Operating tactically and thinking strategically to provide effective team management through motivation and engaging leadership tactics, focusing on.

Scottsdale, AZ

• I lead a call center, focusing on providing effective and empathetic service to customers and partner sales representatives while exceeding revenue goals and quality expectations.
• Lead a call center of 30 Care Representatives and three Customer Care Supervisors ensuring daily performance expectations KPIs are met – Quality assurance expectations, service level, abandon rate, average speed of.
• Multiple weekly touch-points… Show more I lead a call center, focusing on providing effective and empathetic service to customers and partner sales representatives while exceeding revenue goals and quality expectations.
• Multiple weekly touch-points with all leadership personnel to review quality assurance process – Calibration, trend review, process analysis, and potential change management
• Organize and deploy employee appreciation activities – Issue “play money”, based on performance, to be used to “purchase” snacks, gift cards, etc. – Hold raffles and auctions for prizes – Celebrate monthly birthdays.
• Oversee weekly coaching regimen – Includes call observation, review of call per customer care quality expectations, review of what went well and what could have been better, and representative take-away/commitment

• I led a team of Customer Care Supervisors, ensuring quality customer service and maintaining partner Service Level Agreements.
• Led supervisory operations staff and front line production staff, ensuring daily performance goals are met – Team of 7 supervisors, 7 coaches, and 120 customer care representatives.
• Maintained effective coaching and training regimen, resulting in monthly $50k department bonus.
• Analyzed key performance indicator data to create plans to meet and… Show more I led a team of Customer Care Supervisors, ensuring quality customer service and maintaining partner Service Level Agreements.
• Analyzed key performance indicator data to create plans to meet and exceed performance goals, resulting in monthly overall performance attainment of 98%-102%.
• Worked closely with clients and partners by participating in frequent conference calls and meetings, with a focus on day-to-day operations, target attainment and success plan deployments.

• Ensured the quality of agent performance and customer satisfaction through the management of the Quality function, Quality Assurance performance metrics, and process improvement projects within the Customer Care.
• Managed and coordinated staff of quality representatives, ensuring efficiency, quality of support and feedback to Operations team, by observing all call taking employees between 3 to 5 times, monthly.
• Partnered with internal project management and client… Show more Ensured the quality of agent performance and customer satisfaction through the management of the Quality function, Quality Assurance performance metrics.
• Partnered with internal project management and client vendor management to ensure contractual obligations and quality standards are upheld via quality control scoring sheet – 90% minimum passing score.
• Drove employee development via online classroom education, cross-role integration with corporate coaching training and assisting with “Success Bay” agent development, and close quality/supervisor interaction to drive.
• Key role in handling of client executive escalations, working toward addressing gaps in agent performance and preventing future escalation situations.

• Ensured the quality of agent performance and customer satisfaction by providing Technical Training to newly hired employees, and Continual Education Training to existing employees.
• Delivered customer care new hire training to new employees – Trained over 1200 employees.
• Delivered continual education classes to agents, supervisory staff, and management staff.
• Close collaboration with Training Development Project Managers to create, edit, and improve training delivery… Show more Ensured the quality of agent performance and customer satisfaction by providing Technical.
• Close collaboration with Training Development Project Managers to create, edit, and improve training delivery curriculum
• Participated in train-the-trainer sessions with clients/partners.

• Monitored Care center agents to ensure quality customer service and compliance with Care center procedures and standards for call handling.
• Provided call performance feedback; developed reports and trending information on individual and group quality.
• Provided quality coaching to assist the Care center with meeting goals and targets. Prepared for and lead internal and external joint monitoring sessions.

Associate’S Degree, Network And System Administration/Administrator

AAS, Network Administration with Cyber Security Fundamentals - In Process

Education record