William Ermiger Email & Phone Number

Warrendale, Pennsylvania, United States

Warrendale, Pennsylvania

Erie, Pennsylvania

Greater Pittsburgh Area

• Managed 8 leaders and 90 agents handling residential customer acquisition and upgrade opportunities for Xfinity video, Internet, phone, home security, and mobile services. Collaborated with Finance and Marketing teams.
• Led team to achieve top inbound sales center status within company from middle ranking by encouraging team to focus on customer experiences and changing from clerking style to need based selling call flow.
• Achieved $1.2M+ in reoccurring monthly revenue utilizing sales quality review process that led to more focused sales coaching opportunities and maximized sales on every call.
• Attained center ranking of 1st throughout company for sales conversion rate (108% to goal) in 2018 and 2019 by developing and implementing missed sales opportunity training program geared toward helping bottom 20%.
• Coached sales agents on effective usage of open-ended and consultative need-based questions, resulting in achieving top inbound center across company for sell-in metrics (105% to goal) in 2018 and 2019.
• Facilitated monthly performance reviews with senior leadership that outlined team successes and presented business opportunities and solutions that supported strategic marketing and finance decisions.

Greater Pittsburgh Area

• Supported 5 leaders, 2 lead agents, and 65 customer facing agents handling residential customer service downgrades and disconnect requests. Assisted marketing leaders with understanding customer feedback to support.
• Implemented Sell to Save strategy that was adopted by Divisional team, resulting in increased revenue retention and transactional sales rates.
• Ranked Top 4 in customer churn across company by being driving leader in coaching and ensuring effective Sell to Save strategy usage by performing quality call reviews.
• Implemented consultative call flow that resulted in over 80% unit and revenue retention.
• Represented Channel team during Sales and Marketing meetings by providing feedback and suggestions based on department needs that aligned acquisition and retention offer strategies.
• Utilized industry expertise and skills to become IT point of contact with IVR flow updates and changes throughout region, enhancing customer experience.

Greater Pittsburgh Area

• Managed and coached 14 agents in performance, call quality, and policy adherence and handled customer billing and video repair inquiries.
• Led call quality initiative that improved call scores 10% by identifying common results impacting low scores through effectively analyzing reports and collaborating with cross-functional teams.
• Decreased call escalations by training and empowering front-line agents to focus on effectively researching and identifying customer solutions prior to seeking supervisor assistance.
• Mentored 3 agents successfully utilizing industry expertise and skills, providing support for agents promotion into assistant supervisor roles.

Greater Pittsburgh Area

• Responded to customer billing and general repair calls in call center environment and communicated with customers via electronic correspondence. Promoted to Lead Care Agent role with increased responsibilities.
• Selected to represent region at Corporate Summit for process improvement initiatives, providing insight and feedback that led to implementation of video repair line of questioning that improved customer troubleshooting.
• Supported chat tool implementation by building base of scripted responses that aided E-Care team in successful transition to real-time customer communication.
• Updated IVR messaging promptly during outages, ensuring quick customer awareness and improving service level performance during unexpected high call volumes.

Owner/Operator of Mrs. Fields Cookies/TCBY franchise located at Ross Park Mall, Pittsburgh PA.

Master Of Business Administration (Mba), Mba

Ba, Spanish

Activities and Societies: Member of 1994 Division III Football National Championship Team