Katie Lovell

Experience managing multiple routing areas in the state of North Carolina using FSM (Workforce Management) and CSG software. Communication via phone and email with Field Technicians, business partners and their management regarding job assignments, overruns, breaks, lunches, and other schedule changes. In addition, working to ensure the customer is taken care of and has the properly skilled tech to complete the work in their home or small business. Performing quality control checks on routes to ensure the areas are running smoothly and OTA is met. Pre routing fiber technicians and contractors daily to make sure areas are routed out for the next day. Using Smart tool system to process requests from the field regarding job changes, refer to construction, maintenance requests and job reassignments.

Making outbound calls to residential and small business clients based on requests via the Smart Tool inbound ticketing system to ensure residential and small business clients have the soonest appointment possible based on quota in their area. Using CSG and Agent OS billing systems to check available quota, schedule trouble calls and SROs to meet client needs. In addition, communicating with Field Leadership via phone and email regarding maintenance requests, drop buries, technician ETA, outages, and construction inquiries by clients.

Handling inbound tech support calls and chats with a wide range of issues. Assisting residential clients with step-by-step instructions for self-installation of internet, Wi-Fi, telephone, and cable services. In addition, taking time to troubleshoot cable equipment and features (e.g., cable box, DVR, remote, TV sets, signal issues), and internet. Experienced in coordinating and scheduling in-home technician visits using ICOMS and CRM and CSG billing software. In addition, I was chosen to help with mentoring and training the new hire classes in my department via chat, and live call handling.

Handling incoming and outbound calling jobs as a Lead in Financial Services Retention, I am skilled at using customer service and risk assessment to negotiate collection of payment and long-term payment arrangements on past due balances totaling 90-120 days or more past due. In addition, took time to review customer accounts for price plan changes to suit the customer’s needs. As floor supervisor, I took escalated calls, trained new employees, provided floor support and prepared documentation on new processes to meet or exceed department metrics including AHT, calls per hour and dollars per hour and improving the customer experience overall.

Handling inbound and outbound calling jobs as a Senior Representative in Financial Services, I am skilled at using customer service and risk assessment for negotiation of payment and short-term arrangements on past due balances. Additional experience includes side-by-side trainings with new hires to introduce them to the department and provide instruction on customer service, navigation of the various systems, and collections skills. Handled an average of 23 calls an hour with exceeding metrics for dollars per hour.