Wendy Nalder Email & Phone Number

Clinton, Mt, Us

Missoula, Montana, United States

Missoula, Montana, United States

Missoula, Montana Area

Missoula, Montana Area

Missoula, Montana

Missoula, Montana Area

The Credit Audit Team Supervisor is responsible for managing direct reports while leading projects, initiatives, and activities to improve credit accuracy.• Responsible for managing productivity, quality and performance goals for direct reports. o Provides coaching and development to ensure individual and team performance goals are met. Ensures auditors provide quality coaching feedback for performance improvement of call center agents. • Works closely with business partners and customer care leadership to review, analyze, and recommend changes that reduce erroneous credit spend, improve credit accuracy, and drive customer satisfaction for credit related processes and policies. o Prepares and distributes coaching and performance reports by site and call type. Including trends of non-compliance, best practices, and obstacles to meeting credit accuracy goals. o Analyzes Enterprise/Call Type trending results and makes recommendations for improvement. o Recommends and/or implements business initiatives (policy and system changes) based on key drivers of non-compliance to improve agent and customer experience for credit related policies. Participates in planning sessions and collaborates with the others to review/implement best practices.o Surfaces credit related scenarios that lead to revenue loss or that drive erroneous credit spend.o Surfaces system breakage that drive credits or creates issues with customers not receiving valid credits.• Acts as a credit SME resource to others, providing insights, root causes of behavior, and other information and trends.o Uses current and historic credit data to makes recommendations for call handling, communications, and training initiatives.o Remains current on job knowledge, as well as company and Customer Care policies, processes, and procedures and communicates overall alignment with Customer Care and Enterprise strategy.

Missoula, Montana Area

As part of the Customer Care BGI Team, the Lead is responsible for coordinating information, ensuring guidance accuracy, and providing analysis on agent behaviors and performance. In this role, the employee will review and approve Agent Answer Center recommendations for accuracy and clarity to ensure the message is usable for agents. In addition, this position will be responsible for analyzing agent behavior and performance, identifying improvement opportunities, helping to formulate recommendations and implementing viable solutions to improve the customer experience. The Lead identifies process improvement opportunities that result in improvements to Care Key Performance Indicators (KPIs) and champion their implementation through the DIRECTV ROB development lifecycle. Another responsibility is to review and audit Agent Answer Center pages, presentation and guidance submitting revisions and recommendations to improve agent facing materials. The Lead will provide acknowledgement and intended action for CSR Feedback provided in Agent Answer Center including but not limited to implementation of agent suggestions, coordinating revisions with the Page/Business Owner, and requesting communication notices to agents with changes. Conducts agent focus groups for new process and guidance to ensure the presentation is clear, concise and easily understood for agents. BGI Customer Care interests will be represented by the Lead on the weekly CAAB review meetings where Agent Answer Center recommendations and revisions are reviewed for approval. The Lead must interact with various levels within the DIRECTV and Outsources Partner organizations and expect up to 15% travel.

Missoula, Montana Area

DIRECTV is at the forefront of technology, content and service. The Customer Care team provides a best-in-class customer experience by building loyal, passionate customers for life. The pride, enthusiasm, and leadership each Customer Care employee brings to their role is vital to keeping DIRECTV ahead of the competition in a rapidly changing industry. We strive to deliver the best employee experience every day. We are committed to the continued learning and development of our employees and rewarding top performers. Our state-of-the-art facilities across the country offer an exceptional workplace, with Internet Cafes, gyms, and lounge areas for socialization. We promise to remain dedicated to attracting, inspiring and retaining talented, diverse and extraordinary employees who take pride in delivering the best television experience for our customers.

Las Vegas, Nevada Area

Being a highly motivated employee, I was able to obtain several positions within Nextel Partners, beginning as a front line agent to ending as the Credit Manager. I was able to learn the details of the business and systems, which helped me to grow professionally.• Successfully monitored outside credit vendor invoices saving the company $200k in 2005.• Fostered inter-market and internal relationships by personally handling customer/order escalations (specifically related to credit).• Trained the Credit and Activations department on a new billing system [Ensemble (Amdocs)] while maintaining normal duties.• Successfully lead monthly Marketing Meetings with an audience of at least 20 representatives.• Represented the Credit and Activations department during weekly Customer Account Representative Conference Calls.• Updated, re-wrote, and implemented credit policies.• Facilitated company’s “Walk-A-Mile Program” within Credit and Activations.• Answered market questions pertaining to the Credit & Activations Department and offered assistance when issues arose.