Summary
Overview
Work History
Education
Skills
Timeline
Generic

Aneshia Yancy

Allentown,PA

Summary

Energetic Customer Contact Center Supervisor with strong people, time and performance management skills who thrives in a fast paced, constructive environment.

Overview

19
19
years of professional experience

Work History

Customer Contact Center Supervisor

PPL Electric Utility
Allentown, PA
01.2019 - Current
  • Currently manage a team of twelve Contact Center Representatives and two Stenos which process administrative tasks for the customer service department, previously managed a team of 10 Small Business Representatives and a team of 10 Onboarding Representatives
  • Self-taught New Construction/ Contractors Services/ PES, Billing, EE including took initiative and learned additional processes, procedures, and systems
  • Established and maintain a network of individuals across departments and partner with as needed
  • Partner with supervisor team to teach Field/PES process to help reduce the number of related escalated customer concerns
  • Review reports to identify trends, accuracy of data, historicals etc. to aid in the process of successful coaching and development
  • Promote and foster an environment of inclusion and mutual respect among team members
  • Encourage, support and collaborate while reinforcing the importance of self-identification and self-management during monthly coaching sessions
  • Partner with team members to identify behaviors associated with one’s ability to meet the company expectations or lack thereof
  • Ensure company performance expectations are communicated, understood and demonstrated
  • Strong performance management experience; initiated CCC first successful management of employee with attendance concerns
  • Facilitate PES mitigation efforts related to Near Miss incidents to include Senior-supported in-office support, virtual support and manage daily chat
  • Aid in the escalation of field and new construction repeat customer concerns
  • Assist with OCA Legislative complaints and Summary Billing escalations
  • Strongest recent Employee Survey Results; xxxxxxxx
  • Strong 2020 employee survey results; 75% overall performance contribution to the Customer Service department result of 38%
  • Successfully co-facilitated 2019 All-Hands Meetings related to “Gaps” associated with opportunities identified within the contact center in 2018
  • Strong Constructive Humanistic Coaching and Accounting Circumplex Results
  • Very strong MPP presentation

Customer Service Sr. Supervisor

Citigroup
Hagerstown, MD
04.2012 - 08.2017
  • Advised how to resolve and forward escalated customer complaints to the appropriate department for further investigation, AML etc.
  • Prepared reports and literature for senior management and project partners.
  • Identified and implemented Operations improvements to include creating and facilitating soft skills training to customer service department.
  • Evaluated daily and monthly Service reports.
  • Provided incentives to improve performance.
  • Effectively managed specialty and performing team; moved NPS from ( - .47% to 17%.
  • Developed partnerships with off-shore partners to improve communication and process opportunities.
  • Participated in call calibrations.
  • Partnered with my manager and co-facilitated new initiatives and specified training i.e. 80/20 Rule and 4 Box Coaching.
  • Partnered with our Director and co-facilitated focus groups and peer discussions.

Regional Sales Supervisor

Comcast Cablevision
Manassas, VA
04.2007 - 02.2012
  • Performed analysis of the Call Center productivity to ensure goals and timelines were met.
  • Responsible for coordination of CAE Sales efforts to optimize sales; facilitated SalesPro Training.
  • Partnered with Marketing and peers to create campaigns/promotions, created incentives, job aids, updates, talking points, materials/handouts.
  • Evaluated processes, procedures, and overall efforts for improvement and innovation.
  • Coached and developed the top performing sales team in the region.
  • Motivated Representatives to achieve sales and compliance results.
  • Also, managed Quality department employees who were responsible for reviewing phone calls and delivering real time feedback to all customer service associates.
  • Assisted in the selection of hiring, training and development of contact center employees.
  • Strong problem solving, leadership, and written/oral communication skills.
  • Responded to and resolved all customer escalation calls.
  • Facilitated positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees.

Education

Some College - Computer Based Information Systems

Howard University
Washington, DC

Skills

  • Strong people and communication skills
  • Fast learner and ability to multitask
  • Strong ability to develop high-performing teams by identifying individual’s strengths and leveraging them accordingly
  • Receptive to feedback and able to modify behavior as appropriate

Timeline

Customer Contact Center Supervisor

PPL Electric Utility
01.2019 - Current

Customer Service Sr. Supervisor

Citigroup
04.2012 - 08.2017

Regional Sales Supervisor

Comcast Cablevision
04.2007 - 02.2012

Some College - Computer Based Information Systems

Howard University

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Aneshia Yancy