Aaron Crowder
Charleston,WV
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
16
16
years of professional experience
Work History
Local Manager Field Operations
Frontier Communications
11.2021 - 04.2024
- Support and develop 17 - 45 Frontier field technicians to achieve weekly, monthly, and yearly KPI goals
- Ensure team meets and improves activation rates, appointment windows met, reduce repeat appointments, daily completion rates, daily productivity goal, and average time to complete per ticket
- Improve customer experience by focusing on quality of work, utilizing preventative measures that help to improve local plant
- Enhanced customer satisfaction by resolving issues promptly and providing exceptional service.
- Facilitated regular team meetings to discuss progress, share updates, and address any concerns or challenges.
- Developed strong relationships with local businesses, fostering partnerships and collaboration opportunities.
- Maintain safe work environment by enforcing safety guidelines and addressing potential hazards promptly.
- Worked closely with HR personnel on recruitment efforts, selecting top talent for key positions within the organization.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Utilized data-driven decision-making processes to inform operational improvements that led to increased profitability over time.
- Increase community engagement by working with local municipalities to address areas where we have customer complaints, visit with residents to promote Frontier products, and drive team to improve our TTL participation sales referral program
- Controlled costs to keep business operating within budget and increase profits.
- Responsible for submitting monthly expense reports for corporate cards and monitoring gas card usage for fleet vechicles
- Partner with HR to ensure fair treatment of all employees, ensure that labor practices are consistent, and Frontier policies are followed.
- Conducted performance evaluations, providing constructive feedback to support employee growth and development.
Account Services Supervisor
Frontier Communications
02.2021 - 11.2021
- Articulate business/department goals to team and develop plans to exceed goals
- Manage workload daily to ensure agents are processing calls efficiently
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Empowered team members by providing training resources and opportunities for professional development, fostering a high-performing account services team.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Call Center Manager
Frontier Communications
04.2019 - 02.2021
- Managed 7 contact supervisors (100+) consultants across different geographical locations (WV, NC, FL, TX, IN)
- Partnered with operations, offline, retention, and other departments to improve interdepartmental processes and improve activation rates
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Established and oversaw performance targets for call center associates.
- Assisted in account services compensation redesign pilot
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Provided real-time coaching, guidance and feedback to supervisors and customer service agents to achieve development goals.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Led daily team meetings to review performance, set targets and motivate staff.
Micro-Battle Scrum Team Member
Frontier Communications
08.2016 - 04.2019
- Assisted with developing performance management process and provided coaching/development to contact center supervisors to ensure KPI targets were exceeded
- Implemented solution to eliminate 30K dead air calls per month in inbound calls
- Trained call center agents on new residential script
- Presented multiple suggested solutions to SVP/EVP level to resolve issues and then implement
- Facilitated successful project outcomes through meticulous organization of resources while maintaining open lines of communication among stakeholders.
- Managed multiple projects simultaneously by prioritizing tasks effectively and adjusting workload as necessary to meet deadlines.
- Provided exceptional support to colleagues by sharing knowledge, offering assistance, and fostering teamwork.
- Strengthened relationships between departments with regular meetings focused on promoting understanding of individual roles and shared objectives.
Sales Supervisor
Frontier Communications
04.2014 - 08.2016
- Articulate business/department goals to team and develop plans to exceed goals
- Manage workload daily to ensure agents are processing calls efficiently
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Empowered team members by providing training resources and opportunities for professional development, fostering a high-performing account services team.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Team Leader/SME
Frontier Communications
07.2010 - 04.2014
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored and guided employees to foster proper completion of assigned duties.
- Collected, arranged, and input information into database system.
Sales/Billing Consultant
Verizon Communications
04.2008 - 07.2010
- Handled 40-65 inbound calls daily to generate sales and resolve customer issues
- Reviewed existing customer accounts to identify missed revenue opportunities or inaccuracies that could impact future billing cycles
- Build customer relationships by delivering exceptional customer service
- Educating customers and suggesting products/services to meet their needs
- Exceeded monthly and yearly KPI's
Education
Lean Six Sigma -
Villanova University
05.2014
Green Belt Six Sigma -
Villanova University
03.2014
Master of Business Administration -
University of Charleston
12.2013
Bachelor of Science Business Administration -
Kaplan University
12.2012
Cisco Certified Network Associate -
WV Institute of Technology
05.2004
Skills
- Operations Management
- Root Cause Analysis Data Guided Problem Solving
- Identify/develop scalable solutions
- Ability to transfer skills and provide professional development
- Data mining/analysis/report development
- Communicate clearly and possess solid presentation skills
- Ability to work part of self-managed team and collaborate well with others
- Manage in union based environment CWA/IBEW
- Ability To Project Management and meet deadlines
- Microsoft Office suite Windows/iOS/Android/Salesforce/Pega
Awards
- Warehouse Run 2019 - Top Call Center Manager
- Presidents Club 2019 - Top Call Center Manager
- Broadband to Broadway - 2014 Top Sales Coach
- Diamond Club 2009 - Top 20 Sales Agent
Projects
2011 Consumer Bill, Redesign Team provided input for new residential bill to meet regulatory requirements and improve the customer experience. 2016 Coach Observation Form, Redesigned form to observe residential agents and evaluate their performance for coaching/development. 2017 Performance Management, Developed standards/process/and data reporting for the initial development of performance management. Including a one stop dashboard to evaluate performance standards and 1 on 1 Supervisor coaching. 2019 Residential Micro-Battle Scrum Team, Implemented change in the IVR to reduce dead air calls in the residential sales gate. Assisted in developing residential agent scripts to improve activation rates. 2019 Account Services Compensation Pilot, Tested multiple compensation model pilots and provided data reporting/analysis to evaluate success. This compensation plan was implemented across all internal account service agents.
Timeline
Local Manager Field Operations
Frontier Communications
11.2021 - 04.2024
Account Services Supervisor
Frontier Communications
02.2021 - 11.2021
Call Center Manager
Frontier Communications
04.2019 - 02.2021
Micro-Battle Scrum Team Member
Frontier Communications
08.2016 - 04.2019
Sales Supervisor
Frontier Communications
04.2014 - 08.2016
Team Leader/SME
Frontier Communications
07.2010 - 04.2014
Sales/Billing Consultant
Verizon Communications
04.2008 - 07.2010
Lean Six Sigma -
Villanova University
Green Belt Six Sigma -
Villanova University
Master of Business Administration -
University of Charleston
Bachelor of Science Business Administration -
Kaplan University
Cisco Certified Network Associate -
WV Institute of Technology