Keith Frost
Hampstead,NH
Summary
Results-driven and experienced supervisor with a proven track record of creating a positive workplace culture and leading high-performing teams. Skilled in optimizing inbound sales strategies to drive performance and achieve consistent sales targets. Utilizes advanced communication techniques and problem-solving abilities to enhance customer interactions and improve team efficiency. Known for fostering collaborative environments through strategic planning and team development.
Overview
29
29
years of professional experience
Work History
Inbound Sales Supervisor
Comcast
01.2019 - Current
- Supervised and drove performance for an inbound sales team.
- Team finished 2023 ranked 2nd in Data close rate and 3rd in Xfinity mobile close rate in the division.
- Led a pilot program for the Sales effectiveness team on different focus areas for xm sales process.
- Was part of the Employee Council to address issues from ENPS surveys.
- Participated in "Your Voice" team to address issues and promote wins from Your Voice Survey.
- Facilitated weekly meetings with the sales team to review progress towards goals while addressing any challenges or roadblocks encountered.
- Implemented performance-based incentives for the sales team, leading to higher motivation levels and improved overall results.
- Spent a year in competitor forum group, to stay informed on competition promos and selling points.
- Promoted a positive work culture among team members by encouraging open communication channels and fostering camaraderie among colleagues.
- Handled escalated customer concerns promptly and professionally, maintaining a high level of customer satisfaction despite potential issues.
- Monitored daily sales performance and provided feedback to each team member.
Customer Care Supervisor
Comcast
01.2016 - 01.2019
- I effectively supervised up to 12 direct reports, encompassing both billing and technical agents, to consistently drive impactful results.
- Led a pilot program of part-time internet-only tech agents
- Worked with internal recruiters and HR dept with interviewing and hiring new job candidates
- Enhanced customer satisfaction by resolving complex issues and providing exceptional service.
- Facilitated weekly team meetings and NPS huddles
- Responsible for initiating 20 NPS customer survey contacts per fiscal month
- Responsible for mid-year and year end reviews of all team members
- Completed 'Coaching Conversations for Front Line Leaders' training program
- Optimized workforce scheduling to accommodate fluctuating call volumes, reducing wait times for customers.
Customer Contact Center Supervisor
Bose Corporation
01.2011 - 01.2016
- Supervised and offered guidance and assistance to 32 direct reports, 2 coaches, and 2 teams, fostering a productive and cooperative work atmosphere.
- Drove individual performance and team key performance indicators.
- Responsible for writing and delivering performance reviews to team members.
- Responsible for tracking and holding employees accountable for adherence to attendance.
- Collaborated with team members in interview process and recommendations for new hires.
- Responsible for maintaining a 93% SL rate in call center.
- Led a work-at-home pilot program for call-center reps which included having to set new policies and procedures.
- Organized and facilitated team meetings with focus on customer engagement and driving revenue.
- Completed 'Effective Supervision' training program.
- Completed 'Global People Management Initiative'.
Product and Technical Peer Coach
Bose Corporation
01.2005 - 01.2011
- Effectively managed a team of 13 phone specialists to perform to their highest potential in call quality and efficiency.
- Adapted and implemented coaching techniques and provided feedback in a clear and concise manner to team members.
- Collaborated with product-and-technical-support operations department to resolve fraud incidents.
- Initiated call backs to customers who had a negative experience with the goal of converting these detractors into Bose advocates.
- Played a key role in a performance program that reduced department handle-time with one-on-one and group coaching-sessions
- Facilitated staff meetings,
- Responsible for help desk line for telephone representatives,
- Managed the product-and-technical-support save desk, a team that was responsible for resolving escalated customer issues including letters to president office, legal and American sales-team managers,
Pro-Audio Department Manager
Guitar Center Boston
01.1996 - 01.2005
- Managed a sales department with gross sales of $6,000,000 per year
- Led a team of professionals to consistently achieve or exceed performance targets.
- Conducted regular staff meetings
- Hiring, training, and developing sales associates.
- Delegated work assignments for sales associates
- Conducted performance evaluations for sales associates
- I was responsible for planning and overseeing merchandising standards and display presentations in various departments.
- Advised upper management on key decisions based on thorough analysis of sales trends, market conditions, and competitor activities.
Manager, Operator, and Owner
Apex Video
01.2001 - 01.2004
- Managed a full-service, digital, video-production studio
- Experienced in shooting, logging, and editing both conceptual and live event footage.
- Authored for multiple media formats.
- Trained employees
- Developed a marketing plan
Education
Associate of Arts - audio production
Massachusetts Communications College
Boston, MA01.1996
Skills
- Motivational Skills
- Product and Service Sales
- Sales Reporting
- Sales team oversight
- Sales Metrics Monitoring
- Effective coaching
- Training delivery
- Technical Support
- Performance Evaluation
- Multitasking Abilities
- Call Center Management
- Cross-Functional Teamwork
Timeline
Inbound Sales Supervisor
Comcast
01.2019 - Current
Customer Care Supervisor
Comcast
01.2016 - 01.2019
Customer Contact Center Supervisor
Bose Corporation
01.2011 - 01.2016
Product and Technical Peer Coach
Bose Corporation
01.2005 - 01.2011
Manager, Operator, and Owner
Apex Video
01.2001 - 01.2004
Pro-Audio Department Manager
Guitar Center Boston
01.1996 - 01.2005
Associate of Arts - audio production
Massachusetts Communications College
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