ERIK ROGERS
Customer Care Manager
Scotch Plains,NJ
Summary
An Inspirational Leader, seeking an opportunity to invest my talents into a high powered, growing company where I deliver value, innovation, and profitable results. Considered a "People Centric" Leader, I understand that all sustainable success is centered on a motivated and talented team focused on creating results. Strategic leadership with exceptional interpersonal skills has been a cornerstone of my success.
Overview
15
15
years of professional experience
Work History
Customer Services-Tactical Retention Supervisor
Comcast NBC
01.2009 - 01.2024
- Managed a customer service team, achieving a 20% improvement in team productivity to 'record high performance in quality, productivity and customer retention
- Increased customer satisfaction scores by 15% year over year by implementing proactive issue resolution and feedback initiatives
- Spearheaded the creation of a virtual service model, streamlining operations and reducing overhead costs by 10%
- Analyzed service metrics and trends to identify improvement opportunities, resulting in a 12% reduction in response time
- Oversaw escalations and resolved high-priority customer issues, maintaining a 95% first-contact resolution rate
- Exceeded performance indicators, earning recognition as a top performance leader
- Collaborated with vendors to negate service agreements, ensuring alignment with business needs and a 5% reduction in constant cost
- Developed and delivered training programs to upskill team members, improving employee satisfaction scores by 18%
- Developed the CSR staff through training and coaching for premier customer care delivery
- Maintained a position of trust and responsibility by keeping all customer business confidential
- Worked with the Customer Segment Managers to provide significant input into strategic plans for the continued expansion of aftermarket services within the region
- Planned and ensured that effective synergies were taken advantage of in areas where facilities and operations were integrated
- Managed the design and building of new facilities, where SMC and our customers could benefit from an integrated approach
- Recruited, mentored, motivated, trained, evaluated, and led team members to accomplish the goals and objectives of the customer segments
- Introduced new aftermarket technologies and ensured the organization was ready to deliver services (competence and systems) on new equipment
- Handled with professionalism the complex consumer and business customer problems that the CSR staff could not resolve
Education
Bachelor of Arts - Business Management
Kean University
Skills
- Team management
- Customer retention strategies
- Customer relations
- Documentation skills
- Upselling and cross selling
- Teamwork and collaboration
- Microsoft office
- Analytical and critical thinking
- Leadership development
Accomplishments
- Supervised team of 20 staff members.
- Collaborated with team of 3 in the development of Escalation tool and improved SLA by 24 hours
- Improved Net Promoter Score by utilizing AI machine learning data to increase score by 40%
- Reduced department operating costs by 30% by launching virtual work from home program.
Affiliations
Comcast NBC Universal, North East Region Lead for the Veterans Network
Professionalattributes
- A 'People Centric' leader who understands that all success is centered on people's training, development, and motivation.
- Relentless passion to create meaningful success for an organization, which converts into an increase in revenue and satisfaction.
- Comprehensive knowledge of maintaining and reviewing customer accounts to ensure customer satisfaction.
- Outstanding knowledge of compiling statistical information for the effectiveness of decisions.
- Exceptional ability to multi-task effectively and handle various projects simultaneously with impeccable organizational and time-management methods.
- Outstanding ability to react quickly, professionally, and effectively to determine the details and cause of an issue and take steps toward resolution.
- Fantastic ability to write reports, business correspondence, and procedure manuals.
- Passionate in problem-solving skills to help resolve customer complaints or needs to assure excellence in satisfaction.
- Excellent verbal and written communication skills to communicate product ideas and options to clients.
- Resilient customer service and interpersonal skills for dealing with different types of customers and clients.
- Remarkable analytical skills for analyzing client data and converting it into meaningful and valuable communication for results.
- Insightful to the value of effective communication with clients to ensure that all their needs are understood and addressed.
- Effective in building strong client relationships to maintain old business and acquire new customers.
- Proactive in aggregation and analyzing data concerning consumer behavior to understand changing needs.
- Notable practical leadership skills to delegate tasks and guide to help employees deliver exceptional work to clients.
- Outstanding ability to motivate and inspire large groups of people.
- Remarkable ability to coordinate between technical resources and business stakeholders.
- Sound knowledge of managing the Customer Services resources.
- Outstanding knowledge of communication to and retention of client accounts.
- Profound knowledge of techniques for the growth of our business.
- Thorough knowledge of the P&L results for all aftermarket sales.
Personal Information
Title: Customer Experience Manager
Awards
Comcast NBC Universal, Espy award for being a top leader, 2020 - 2023
Career Experience
Customer Services-Tactical Retention Supervisor, Comcast NBC, 01/01/09 - 12/31/24
Timeline
Customer Services-Tactical Retention Supervisor
Comcast NBC
01.2009 - 01.2024
Bachelor of Arts - Business Management
Kean University
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