Talisa Roberts Email & Phone Number

Houston, Texas, United States

Coach and develop employees to ensure company key performance metrics are met and maintained. Manage age case report to ensure employee cases are being progressed in a timely manner. Ensure total cases do not exceed 30% being over 30 days old. Monitor calls to ensure a high level of service is being provided. Detailed oriented with strong organizational.

Houston, Texas Area

Managed a team of 14 technical support representatives taking incoming calls from customers requiring technical support for internet, cable, and landline phone service. Partnered with outside Field Supervisor and Dispatch Supervisor to ensure escalated trouble tickets were scheduled and resolved within 48 hours. Completed monthly schedule for department to.

Houston, Texas, United States

Accountable for the daily, weekly and monthly results of team members. Set priorities for the team to ensure performance metrics are met. Provide coaching and feedback to team members, including corrective action. Strong problem solving and trouble-shooting skills with the ability to exercise mature judgment. Effective communication skills with all levels.

Created and delivered training programs as required to increase effectiveness of employees. Completed quality audits to determine training needs. Worked actively to assist development efforts to improve overall departmental performance by providing monitor and trend reports to Senior Management.

Manage a team of Order Coordinators, Translators and Provisioners as well as provide coaching on technical issues. Handle escalations and be innovative in problem resolution. Frequent contact with landline carriers to ensure local customers numbers are ready toport in to their new carrier. Resolve complex technical issues, customer trouble handling and.

Responsible for a team up to 130 employees, including 8-10 Supervisors and 115-120 representatives. Ability to translate broad strategies into specific objectives and action plans and drive execution. Oversee the management of Order Entry processes, providing full customer service support. Responsible to guide, train and develop direct reporting.

Create and deliver training programs as required to increase the effectiveness of employees. Complete quality audits for Local Order Entry, Provisioning, and RepairCustomer Service to determine training needs. Work actively to assist development effortsto improve overall departmental performance by providing monitor trend reports to SeniorManagement..

Provide exceptional customer service to customer's inquiring about their landline MCI bill. Evaluate customer's concerns and resolve problems to customer satisfaction in a timely manner.