Steven A. Email & Phone Number

Dallas-Fort Worth Metroplex

Coach and process guide for a team of 10 as we continue our digital journey of connecting customers to their customers via traditional or digital communication solutions. I strive to collaborate like crazy to support Quadient's values by ensuring our customers receive EPIC service. When I'm not directly supporting my team members, I enjoy exploring new technology, processes and how they can be used to more efficiently and effectively drive organizational change. And Puppies, who doesn't like… Show more Coach and process guide for a team of 10 as we continue our digital journey of connecting customers to their customers via traditional or digital communication solutions. I strive to collaborate like crazy to support Quadient's values by ensuring our customers receive EPIC service. When I'm not directly supporting my team members, I enjoy exploring new technology, processes and how they can be used to more efficiently and effectively drive organizational change. And Puppies, who doesn't like puppies? Show less

Carrollton, Texas, United States

• Work with a team of 2 other amazing supervisors who all assist in lending support to a team of 24 POD/Repair/Strategic/Hybred call center reps to ensure quality standards are exceeded. • Coach for technical errors, but also show empathy, compsion, and humanze the often removed position of supervisor. On of my main goals is to help employees understand that as much as a process or policy may not make sense at first, processes are in place for efficiency, but also for consistency. If… Show more • Work with a team of 2 other amazing supervisors who all assist in lending support to a team of 24 POD/Repair/Strategic/Hybred call center reps to ensure quality standards are exceeded. • Coach for technical errors, but also show empathy, compsion, and humanze the often removed position of supervisor. On of my main goals is to help employees understand that as much as a process or policy may not make sense at first, processes are in place for efficiency, but also for consistency. If everyone is not doing a process the same way, it is hard to evaluate if a change to a process has the intended effect. We all work together to ensure the customer’s best interest. • Help with new hire training, onboarding, escalated customers, off boarding.• Led numerous team meetings /monthly reviews / side by sides to constantly coach and develop my agents. • Created and presented Smart Work Empathy presentation and received personal recognition from our director. • Discovered how to greatly enhance home internet speed and created document to send to the entire organization. • Run multiple reports and create mailbox rules to efficiently handle workflow• Work with Our AP/AR/ Back office / Sales /and agents on all levels to ensure expedited requests and specialty customers get the service they need as quickly as possible.• 100% Autonomous previously as a lead and continue that as a manager. • Created Several Tracking Spreadsheets to organize work and track resources. Show less

Carrollton, Texas, United States

•1+ years of Customer Service Lead position at Quadient •CIC Fidelity error liaison / Call center supply chain liaison. Compiled Supply Chain shortages by analyzing spreadsheets to notify supply chain shortages and recommend and implement solutions. 2 Gold Awards. 102% Quality AverageWorked Lead Mailboxes, escalations, the Questions Queue, Created Hot Topics, Coached agents on side by sides, helped with training.

Carrollton, Texas, United States

Fulfilled all the duties of a Customer Service and Repair agent as well as handled calls from our government clients. Worked with DL Parts and Pricing and NAGA to clear errors and fix contract pricing for supplies. Also worked The Central Mailbox in the POD - 112 Customer Epic stars in 1 year.

Carrollton, Texas, United States

Worked several mailboxesOn pricing error team. Identified method to track and report errors. Organized mailbox system.Outstanding Quarterly award winner every quarter.Perfect Call stats.>100% Yearly QA.

Carrollton, Texas, United States

Perfect attendance for 16 consecutive months.• Outstanding Quarterly Performance award winner throughout every quarter of employment (Top Performer) Several Gold AwardsAssisted with Project enterprise Project Enterprise merging EA Automate platform with Oracle, assisting with customer callbacks to verify address as well as merging and verifying the importing of data tables cross platform.• Member of the process improvement team in 2 roles, creating and improving processes to… Show more Perfect attendance for 16 consecutive months.• Outstanding Quarterly Performance award winner throughout every quarter of employment (Top Performer) Several Gold AwardsAssisted with Project enterprise Project Enterprise merging EA Automate platform with Oracle, assisting with customer callbacks to verify address as well as merging and verifying the importing of data tables cross platform.• Member of the process improvement team in 2 roles, creating and improving processes to streamline workflow and CSR processes Show less