Theodore W. Lowe Iii Email & Phone Number

Atlanta, Ga, Us

Alanta

Current responsibilities, while working as Client Experience Manager are:I provide exceptional customer services with focus on improving client experience. I optimize customer satisfaction and retention rates by developing processes. I confirm liaison by overseeing and administering multiple processes. I build high-performing teams by hiring, orienting, and training organization’s customer experience team, while creating framework and on boarding award winning service organization. I plan and execute training programs for customer experience representatives to improve job knowledge and enhance skills. I monitor customer experience operations by utilizing CRM tools. I engage in seminars, workshops, and conferences to improve existing job knowledge. I update existing organization into a customer-focused establishment, while supervising customer service team to ensure compliance with acceptable standards of customer service. Some of the achievements are: Optimized client satisfaction score by 90% by conducting comprehensive analysis of how organizations operations, marketing and service department’s work together to deliver seamless customer service.  Boosted customer satisfaction rate by 40% (NPS 75), improved Average Resolution Time by 35%, reduced average handle time 12%, grew Knowledge articles base by 40%, and augmented 1st call Resolution by 25%. Achieved monthly NPS average of 75 and increased customer loyalty by delivering exceptional interaction in each step of the client life cycle.

Greater Atlanta Area

While Working as Sr. Payroll Client Service Manager | Account Manager | Account Relationship Specialist: I secured productive and positive environment for employees by delivering exceptional leadership and guidance in daily activities, while leveraging project management and leadership expertise. I provided support in conducting associate training, while securing highest associate retention recognition and reducing churn by 23%. I managed local/remote associates/locations to allow 24/7 availability. Key achievements, I attained during this role: Increased client relationship scores by 33% by collaborating Sales, Operations and HR on joint projects. Commended by major accounts for best overall service quality and highest overall client retention. Attained highest NPS scores in business unit by consolidating service teams into single functioning group. Accomplished 91% client satisfaction by overseeing extreme high call volume upwards of 700 daily calls across 35 major account managers.

Atlanta Metropolitan Area

While Working as Sr. Director of Technical Services| Regional PC Support Manager | LAN Support Manager: I delivered effective leadership and guidance to support representatives in utilizing SIS/ equality Witness. I managed field installation engineers as well as supervised average handle time and adherence to improve operational efficiency and effectiveness. I confirmed effective task prioritization by managing schedules, sequences, and assignments for work activities, while administering personnel for national team of 200+ associates. I oversaw work activities, resolve employee grievances, and uncover and review resource needs by collaborating with upper management. I planned and conducted worker training to improve workers performance. I resolved work-related issues and supported employees to correct job-skill deficiencies. Built high-performing teams by recommending personnel actions, such as hires, promotions, transfers, discharges, and disciplinary measures.Key achievements, I attained during this role: Envisioned and employed resolution strategies for support groups to reduce open cases by 44%.  Augmented KPI goals by 35% and awarded top region 6 years in a row by supervising employees' work levels and review work performance. Augmented associate availability 34% by administering and leading multiple large service groups.

Bachelor Of Science, Computer Information Systems, Computer Information Systems

Activities and Societies: Kappa Alpha Psi Fraternity, Inc.

Associate Degree, Computer Information Systems, Computer And Information Systems Security/Information Assurance