Twane Grays Email & Phone Number

Irving, Tx, Us

Dallas/Fort Worth Area

• Managed and directed the day to day operation of General Business and MyAccount agents.• Reviewed and analyzed request submitted by Business MyAccount agents to ensure proper escalation and follow up of customer issues.• Trained, evaluated, coached, mentored and set measurable goals for agents.• Provided feedback relating to performance and goal achievements.• Analyzed processes and submitted revisions and defect request when necessary.• Supported a customer base of over 2.2 million customers for the #1 Retail Electric Provider in Texas.

• Developed, delivered and evaluated client training to achieve desired levels of knowledge via various media including, but not limited to, classroom instruction and web seminar while sustaining an average customer satisfaction survey rating of 4.80 on a 5.0 scale. • Collaborated with instructional designers to provide constructive feedback during the development of new training curriculum and tools. • Facilitated and managed training operations including scheduling, tracking of client participation and course evaluations, billing and inventory. • Maintained an appropriate level of HR/Payroll industry compliance and technical knowledge.

• Discovered, analyzed and implemented payroll, benefit and HR information in accordance with the client’s established guidelines and maintained or exceeded an on-time performance standard of 85% or better. • Provided additional instruction to client regarding the use of Ceridian products.• Assisted client with testing and 1st live processing of their payroll with Ceridian.• Assessed client needs and recommended Ceridian products to help them function more efficiently. • Advised client regarding “Best Practices” throughout the implementation phase.• Established and maintained professional relationships with client contacts.

• Conceptualized, developed, edited materials and trained new employees for the customer service call center. • Developed and implemented a “save the sale” process which resulted in a savings to the company of more than $124,000 during the initial week of operation alone.• Expeditiously processed and resolved complaints submitted by customers to CEO and his executive officers.• Provided administrative support to a sales staff of 150+ representatives and managers by organizing and facilitating weekly staff meetings and conducting periodic presentations