Alexis Kortes
Niles,Ohio
Summary
Offline Team Manager with 13 years of experience with AT&T. I possess strong multi-tasking skills, with ability to simultaneously manage several large projects. Excellent communication, leadership, and teamwork skills.
Overview
7
7
years of professional experience
Work History
CENTRALIZED SUPPORT DESK MANAGER
10.2022 - Current
- Process Optimization: Streamlined the HLA process by aligning team efforts strictly with CCKM guidelines, ensuring support is focused only on valid adjustment cases.
- Cross-Functional Partnership: Collaborated with the Mobility Back Office team to direct all device return-related issues to the appropriate groups, enhancing resolution efficiency.
- Quality Control: Implemented a case review system prior to case creation to verify correct case types, significantly reducing invalid case rates.
- ToBR Support Leadership: Assumed ownership of ToBR support, working closely with the operations team to resolve profile-related challenges and ensure successful completion of all ToBRs.
- Technology & Workflow Enhancement: Transitioned ToBR support from a Microsoft Teams chat room to SMARTChat, improving communication and completion tracking.
- Team Building: Played a key role in establishing the ToBR support workgroup within SMARTChat, fostering better collaboration and streamlined support processes.
MANAGER QUALITY M&P PROCESS
11.2021 - 10.2022
- Workgroup Creation for Invalid Case Reduction: Established a specialized workgroup focused on managing invalid case volumes by restricting access to specific centers, which helped achieve a more manageable chat workload and increased team efficiency.
- Innovative Feedback Process Implementation: Launched a new feedback mechanism within SMART Chat targeting Rep Shoppers, Unprofessionalism, and Multiple Chats Handling. This initiative provided frontline agents with actionable feedback and coaching opportunities, driving improved customer service quality.
- Marketing Partnership for Clear Documentation: Collaborated with Marketing to synchronize promotional documentation, eliminating confusion for frontline and Backoffice agents and ensuring consistent messaging.
- Development Collaboration for Case Types: Worked closely with development teams to design and implement back-office case types within Customer Central, streamlining case categorization and resolution workflows.
OFFLINE TEAM MANAGER
03.2021 - 11.2021
- Conducted skill transfers and coached to drive productivity results in the Boardman Offline Group.
- Executed strategies to help improve overall process in Smart Chat.
- Assisted with tracking invalid chats, ensuring new managers profiles were updated when transitioning into Smart Chat and with adding and removing users from the system.
- Tracked how many ongoing chats and review for chats waiting to ensure adequate staffing.
- Facilitated trainings for new teams in Smart Chat as well as AT&T BOT.
- Partnered with M&P to confirm all required HLA bins were available to each TM and Agent.
Sales Manager
AT&T Mobility
09.2018 - 03.2021
- Directed sales team to surpass quarterly targets through strategic planning and execution.
- Evaluated market trends to uncover new revenue growth opportunities.
- Designed and implemented training programs to elevate team performance and deepen product knowledge.
- Optimized sales processes through implementation of customer relationship management tools.
- Facilitated regular performance reviews, delivering constructive feedback and establishing development goals for team members.
- Resolved customer relations issues to ensure prompt resolutions and enhance client satisfaction.
- Drove sales revenue growth through development and implementation of effective sales strategies.
- Cultivated enduring client relationships by delivering exceptional customer service and maintaining consistent follow-ups.
- Directed high-performing sales team through motivational coaching and performance-driven incentives.
- Facilitated regular sales meetings to evaluate progress, exchange best practices, and establish achievable targets.
- Cultivated and strengthened customer relationships while identifying and addressing needs through tailored service offerings.
- Oversaw key account management through strategic planning and relationship cultivation.
- Achieved and surpassed quarterly sales targets through strategic deal-closing techniques.
- Navigated client objections by effectively addressing concerns and delivering tailored solutions.
- Cultivated extensive product expertise to deliver customized solutions for client requirements.
- Facilitated ongoing training and mentorship for junior sales staff to enhance professional skills.
- Enhanced sales forecasting accuracy through strategic data analytics and market trend analysis.
- Fostered sales team morale and cohesion by organizing team-building activities and facilitating open communication channels.
Education
High School Diploma - College Prep
Girard High School
Girard, OHSkills
- Strong communication skills
- MS Excel
- Critical Thinking
- Collaborative Thinking
- Problem Solving
- Active Listening
- Leadership
- Time Management
- Policy Knowledge
- Adaptability
- Research skills
- Office administration
- Task delegation
- Report preparation
- Meeting coordination
- Problem-solving
- Time management
- Listening skills
- Telephone and email etiquette
- Reception expertise
- Verbal and written communication
- Team building and supervision
- Safety and security procedures
- Operations management
- Team leadership
- Decision-making
- Staff training
- Staff management
- Project management
- Management
- Policies and procedures implementation
- Customer relationship management
- MS office
- Goal setting
- Client relationships
- Workflow optimization
- Strategic planning
- Project management abilities
- Project leadership
- Process improvement
- Schedule management
- Performance management
ACHIEVEMENTS
SEPTEMBER 2024 WIN AS ONE CONNECTION AWARD, NOVEMBER 2023 ACT BOLDLY CONNECTION AWARD, JULY 2022 MOVE FASTER CONNECTION AWARD, AUGUST 2021 WIN AS ONE CONNECTION AWARD, 4TH QUARTER 2020 VIP AWARD
Timeline
CENTRALIZED SUPPORT DESK MANAGER
10.2022 - Current
MANAGER QUALITY M&P PROCESS
11.2021 - 10.2022
OFFLINE TEAM MANAGER
03.2021 - 11.2021
Sales Manager
AT&T Mobility
09.2018 - 03.2021
High School Diploma - College Prep
Girard High School