William Mann Email & Phone Number

Prior Lake, Mn, Us

Richfield, Mn

Manager on the Decision Science and Analytics team, supporting our Human Resources team, leading the teams formerly known as Human Capital Analytics/Workforce Reporting

Greater Minneapolis-St. Paul Area

I deliver results by being a servant leader, creating an engaging work environment, focused on employee development. I lead the Loyalty, Administration and Social Media Customer Care teams at Best Buy supporting 5 leaders and 56 indirect reports. My primary responsibilities are to coach and developing the Supervisors of our Internal Customer Care Contact center. I encourage my employees to approach their work and interactions with curiosity and a focus on creating memorable interactions for our customers. Other duties include: Maintaining relationships with critical business partners and ensure that top talent is recruited for our team. Managing schedules and paid time off requests. Provide support and handling escalated customer issues.

Greater Minneapolis-St. Paul Area

Develop goals and coach team members who address real-time workforce needs at our contact centers and communicate system and telephony issues impacting Best Buy contact centers.Lead daily calls that bring operations and workforce teams together to discuss real-time impacts to contact volume, staffing issues and observed trends. Cross Functional IT liaison/escalation point for all system and technical issues facing Best Buy contact centersOutline daily impacts to ECC phone, email and chat volume while providing insights surrounding our results

Coach and develop the agents who resolve customer concerns through email, letter and phoneTransitioned the team from CPH to AHT, to create an environment focused on efficiencyTransitioned emergency hotline, overtax and emergency hotline calls to the Cross Functional teamProvide daily updates on email and letter volume, assign and dispatch letters and emails to agent queues

Coach and develop the agents who resolve customer concerns through 888-BestBuyMaintained statistics and balanced business efficiency with customer satisfactionAssisted with the Performance Management Plan updates, Policy Procedure Manual committeePiloted and trained the new funds process for Consumer Relations

Perform the duties of a Cross-functional Support Specialist in addition to assisting the Supervisor Compiled daily performance statistics and quality monitors for the team Provided on deck support, designed and implemented the previous quality program and CPH metrics, assisted with the interview process and training of new agents, actively used CMS to monitor agent states

Communicated professionally through all channels of customer contact, via mail, email, and phone correspondenceWorked efficiently while providing excellent customer satisfaction

Ensure that customer concerns called into Consumer Relations are investigated and resolvedAccurately document customer concerns so that reporting can be provided to local management

Assisted with the hiring and training of new employeesManaged the schedule for office assistants

Bachelor'S Degree, Business Administration And Management, General

German Studies

High School Diploma