Isaiah C. Warren

Lead 18-20 team members to achieve company goals and key performance metrics. Create high-quality performance improvement plans to achieve desired results—partner with business partners within to develop efficient procedures. Provide real-time feedback to ensure service excellence. Reward and encourage successful performance through partnering with the team member for success.

• Actively coach and develop team members in order to increase efficiency and improve customer experience
• Maximized performance by monitoring daily activities and mentoring team members.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Communicated clearly with employees and business partners to keep everyone on same page and working toward established business goals.
• Established team priorities, maintained schedules and monitored performance.

Trusted leader with an exceptional track record in managing operations, building relationships, communicating changes, and exceeding performance goals. Created excitement, employee cohesion and improved morale for a team of 15 retention professionals. Resulted in team exceeding performance targets by 25% for the last two years.

• Streamlined interviewing process to improve employee turnover by 10% in 2014
• Managed million-dollar budget; saved the organization 3 million dollars by retaining 80% of revenue every month in 2014
• Developed and delivered comprehensive training sessions for 500+ employees on organizational goals, commission structure, and attendance policy
• Increased team performance leading to 50% of team being promoted to leadership roles in 2013 as a result of increased individual and team proficiencies, product knowledge and improved retention strategies
• Worked directly with director, managers and supervisors on a daily basis to ensure immediate updates and accurate reporting of service level, daily adherence, conformance, Average Handling Time (AHT) and budgeting shrink (Good and Bad) is acknowledged, tracked and reported accurately
• Assisted in the development, implementation and recommendation of policies and procedures related to productivity
• Recipient of “Retention Elite Top Performer” award for best overall scorecard in 2014.

Supervised diverse departments for leading telecommunications provider with valuable experience in customer service, technical support and government account management. Played key role in reorganization involving closing major operations in Michigan and opening new operations in Alabama.

• Oversaw weekend operations to include diverse responsibilities as oversight of contract deliverables, handling escalations from both enterprise and government customers, service level reporting and management, analyzing work activities and staff management.
• Managed coordination of additional trainings for coordination team, increasing customer satisfaction by over 15%.
• Overhauled and streamlined purchase order process to reduce order errors and cancellation; Improved the overall service level and customer experience by reducing turnaround time to 24 hours.
• Improved offline team service levels by 35% by cross-training phone team employees to process offline orders.
• Monitored daily actions and productivity via Witness, Work Flow Manager and direct review.
• Consistently ranked top 3 in leading performance goals involving customer service, defects, resolutions and team performance. Ranked top 5 in the nation for NPS (net promoter score).
• Received Best in Class Award for Direct Rep. Resolve for 2011 Year End. Performance Ranked # 1 in Technical Support and Customer Service.
• Recognized as the Top Performing Customer Service Supervisor in the Midwest Area for Overall Performance in 2011; 40% of Mentees were promoted to Supervisor in 2011.