Adrian Ward
3409 Garnet Drive El Paso,TX
Summary
Seasoned manager bringing demonstrated safety management and performance optimization skills gained with fifteen years experience in customer operation settings. Deliver in-depth training and mentoring to help each improve abilities and advance work quality. Dependable, hardworking and level-headed in addressing diverse problems.
Overview
15
15
years of professional experience
Work History
Video Repair Supervisor
Spectrum Charter
02.2022 - 05.2023
- Manages and trains customer service managers
- Hires and onboards new customer service managers
- Creates customer service processes and procedures
- Evaluates phone, email, and chat conversations
- Investigates customer service issues as needed
- Conducts customer surveys and focus groups
- Completes customer service analytics reports
- Makes data-driven recommendations
- Uses popular customer service software
- Monitors daily customer service team output.
Customer Service
Spectrum Character Communication
01.2021 - 02.2022
- Customer service professional troubleshooting and resolving technical cable and video service issues, including repair, billing, and accounts
- Task with being a tech-savvy problem solver who can multitask to repair a variety of services and equipment
- Use patience and effective communication skills to uncover customer needs, answer questions, and leave a positive impression on customer interactions
- Responsible to meet monthly key metrics
- (Voice of the customer, First Call Resolution,
- Average Handle Time, Scheduling Technician Rate, and Transfer Rate)
Retention Operation Team Supervisor
AT&T Wireless, Alorica
08.2019 - 01.2022
- Oversee 15-20 retention specialist to meet key metrics to adhere to client expectations
- Resolve escalated concerns partnering with multiple departments
- Coach and develop retention specialist to adhere to client expectations
- Prepare weekly development plans for retention specialists to close any skills gap
- Ensure team specialist payroll is accurate
- Maintain productivity to grow profitability within team members
- Responsible to perform second interviews for potential employees for project
- Participated in recruiting efforts and community career development.
Operations Team Supervisor
AT&T Wireless Mobility Sales and Service West Corporation, Alorica
04.2013 - 08.2019
- Supervise 18-25 employees to ensure quality performance, product knowledge and staff development training to ensure quality customer service
- Ensure adherence to departmental policies and procedures as well as maintaining adequate staffing to meet specific call intervals
- Maintained client metric expectations for my team
- Maintain productivity to grow profitability within team members.
Training Manager
AT&T Wireless, Alorica
11.2018 - 03.2019
- Organize meetings with management before preparing course materials to ensure a detailed understanding of training subjects and processes
- Continually research methods and techniques in workplace training and remain up to date on developments within the industry and competitors
- Collect information from senior management and other departments regarding how well employees retain information and use the concepts learned in training courses
- Administer tests after the completion of training courses to determine the effectiveness of training strategies
- Create printed and instructional materials to be distributed during training
- Actively seek current training methods and best practices to facilitate training employees.
Subject Matter Expert
AT&T Wireless - West Corporation
02.2013 - 04.2013
- Had knowledge, technique, and expertise in resolving complex escalated concerns for AT&T
- Wireless customers
- Recognized as reliable source to ensure first contact resolution to maintain healthy relationship with client and customers
- Worked with leadership and other departments to ensure first contact resolution
- Provided coaching to customer service agents to ensure first contact resolution.
Team Lead
AT&T Wireless, West Corporation
11.2012 - 02.2013
- Ensuring staff was motivated, monitored and measured in line with company targets and performance standards
- Made sure that gaps in performance or quality are quickly identified and addressed
- Produced statistic analysis reports on team performance to upper management daily
- Tasked with meeting metric numbers monthly to ensure client satisfaction.
Team Lead
West Corporation
11.2011 - 11.2012
- Oversaw pharmaceutical mail orders to ensure processed accurately and in a timely manner
- In depth product knowledge to serve as a point of reference for employee questions
- Managed escalated calls to ensure first contact resolution
- Responsible to coach and develop to ensure proper processes performed to comply with client expectations.
Customer Service Representative
AT&T Wireless, West Corporation
04.2008 - 11.2011
- Maintain up to date knowledge about AT&T products and services
- Respond to customer inquiries about AT&T services wireless service including but not limited to, device replacement, troubleshooting and billings concerns
- Managed large volume of call using various systems to ensure first call resolution
- Responsible to meet client’s metrics on monthly basis.
Education
Bachelor of Arts - Multidisciplinary Studies
The University of Texas At El Paso
El Paso, TX06.2017
Skills
- Strategic Decision-Making
- Customer Satisfaction
- Process Improvement Initiatives
- Employee Performance Evaluations
- Team Meetings
- Improve Employee Performance
- Microsoft Word
- Motivational Leadership
Timeline
Video Repair Supervisor
Spectrum Charter
02.2022 - 05.2023
Customer Service
Spectrum Character Communication
01.2021 - 02.2022
Retention Operation Team Supervisor
AT&T Wireless, Alorica
08.2019 - 01.2022
Training Manager
AT&T Wireless, Alorica
11.2018 - 03.2019
Operations Team Supervisor
AT&T Wireless Mobility Sales and Service West Corporation, Alorica
04.2013 - 08.2019
Subject Matter Expert
AT&T Wireless - West Corporation
02.2013 - 04.2013
Team Lead
AT&T Wireless, West Corporation
11.2012 - 02.2013
Team Lead
West Corporation
11.2011 - 11.2012
Customer Service Representative
AT&T Wireless, West Corporation
04.2008 - 11.2011
Bachelor of Arts - Multidisciplinary Studies
The University of Texas At El Paso
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