Danielle Roadcap
Harrisburg,PA
Summary
Results-driven Customer Care Center Supervisor recognized for productivity and efficient task completion. Skilled in conflict resolution, team leadership, and performance monitoring to ensure optimal customer service. Excel in communication, empathetic listening, and problem-solving, allowing for effective management of diverse teams and customer satisfaction.
Overview
24
24
years of professional experience
Work History
Customer Care Center Supervisor
Comcast
Harrisburg, Pennsylvania
10.2013 - 11.2023
- Monitored performance metrics to identify areas for improvement in service delivery.
- Implemented new procedures to enhance customer satisfaction and efficiency.
- Conducted regular team meetings to discuss updates and share best practices.
- Resolved escalated customer issues by facilitating communication between teams.
- Developed training materials for onboarding new staff in customer care protocols.
- Managed a team of up to 20 agents during peak hours while providing support when needed.
- Conducted weekly one-on-one coaching sessions with each member of the customer service team .
- Recruited, interviewed and selected employees to fill vacant roles.
Customer Service/Onboarding Manager
AT&T Mobility
Harrisburg, Pennsylvania
08.1999 - 10.2013
- Coordinated onboarding processes for new employees in a dynamic telecommunications environment.
- Developed training materials to support new hires' integration into company culture.
- Facilitated orientation sessions, ensuring new employees understood policies and procedures.
- Analyzed feedback from new employees to improve onboarding experiences continually.
- Scheduled and conducted onboarding meetings with new hires to ensure a smooth transition into their role.
- Created and maintained onboarding materials such as handbooks, policies, and procedures.
- Facilitated communication between human resources personnel and hiring managers regarding onboarding needs.
- Conducted employee intake interviews to assess skills, abilities, and job requirements.
- Communicated regularly with supervisors regarding progress made by each new hire during their first year of employment.
Education
Some College (No Degree) - Business Administration And Management
University of Phoenix
Tempe, AZSkills
- Performance monitoring
- Customer satisfaction
- Team management
- Conflict resolution
- Onboarding processes
- Effective communication
- Time management
- Strong work ethic
- Innovation and creativity
- Strong leadership
Timeline
Customer Care Center Supervisor
Comcast
10.2013 - 11.2023
Customer Service/Onboarding Manager
AT&T Mobility
08.1999 - 10.2013
Some College (No Degree) - Business Administration And Management
University of Phoenix