Cindi Wiedower
Conway,AR
Summary
People-focused leader offering in-depth experience managing projects and personnel, including all aspects of front-line contact centers, billing procedures, policy/process management, and staff training and development. Highly skilled in effectively balancing business, employee and customer needs while consistently exceeding company goals and targets.
Overview
24
24
years of professional experience
Work History
Supervisor Partner Support
Zillow Group
03.2021 - Current
- Provided supervision and guidance to partner support consultants in a high-volume call center environment.
- Collaborate with key partners across Zillow to implement strategies that further improve partner satisfaction.
- Conducted performance reviews of individual consultants, providing constructive feedback on areas of improvement.
- Monitored daily team operations, ensuring that all tasks were completed efficiently and effectively.
- Collaborated with QA, Workforce Management, Learning Development, Rentals, and other Operations partners to evaluate processes, and the partner experience in order to drive improvements and efficiencies.
Consultant - Customer Service Project Management
Verizon Wireless
Consultant - Customer Service Project Management
01.2000 - 01.2019
- Lead and oversee internal projects within the Customer Service organization while coordinating resources within various work groups
- Facilitate meetings to present and manage defects within the project and supply data to ensure all involved with each project are informed.
- Identified and monitored key performance indicators to track progress of projects.
- Created detailed reports outlining the status of all active projects.
Manager - Call Center Quality
Verizon Wireless
- Managed the daily operations of the call center quality department, including scheduling, training and coaching.
Senior Trainer - Call Center Performance Improvement Team
Verizon Wireless
- Assisted with the creation, development and training of a sales and call flow process implemented in all the internal call centers.
Supervisor - Business Center
Verizon Wireless
- Provided leadership and training to a group of business call center agents while creating and implementing training strategies to the center.
Supervisor/Trainer - Sales Action Center
Verizon Wireless
- Directed and supervised a team of 15 employees in daily operations.
Lead Representative - Retail Sales
Verizon Wireless
- Sold wireless products and services to both internal and external customers.
Education
Communications Major -
University of Central Arkansas, Conway, Arkansas
Continuing Education & Leadership Program -
Alltel University
Skills
- Hiring, Staffing, Coaching, Training and Development
- Multi-Channel Customer Service Call Centers
- High-Level Communication Skills
- Process Design, Improvement, and Management
- Customer Service Metrics and Analytics
- Project and Program Management
- Analytical and Detail Oriented
- Team and Culture Development
- Problem Resolution and Conflict Management
- Cross-functional and Collaborative Leadership
- Microsoft Suite Proficient
- Performance Management and Employee Engagement
- Motivational Leader with Proven Results
Volunteer Experience
- Meals on Wheels (CareLink) - Elderly Food Delivery
- AmeriCorps National Service Program - Volunteer Coordinator
- Special Olympics Coed Softball - Program Volunteer
- Honduras relief efforts after Hurricane Mitch
- Student Conservation Program at Jewel Cave National Monument, South Dakota
Timeline
Supervisor Partner Support
Zillow Group
03.2021 - Current
Consultant - Customer Service Project Management
Verizon Wireless
01.2000 - 01.2019
Manager - Call Center Quality
Verizon Wireless
Senior Trainer - Call Center Performance Improvement Team
Verizon Wireless
Supervisor - Business Center
Verizon Wireless
Supervisor/Trainer - Sales Action Center
Verizon Wireless
Lead Representative - Retail Sales
Verizon Wireless
Communications Major -
University of Central Arkansas, Conway, Arkansas
Continuing Education & Leadership Program -
Alltel University
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