Kevin Wells

Assistant Manager Customer Care Retail Brands

Radio Systems Corporation

Knoxville, TN

05.2003 - Current

Manage a team of specialists including conducting performance evaluations, monthly metrics review,
payroll administration, development plans, and other duties.
Monitor and coach associates to develop skills needed to achieve Balance Scorecard metrics and
increase revenue, while providing outstanding customer service.
Conduct and/or coach Quality Assurance monitoring evaluations to ensure quality standards met.
Provide immediate support to Support Line Specialists by answering questions, giving guidance on procedures, and resolving customer escalations.
Collaborate with Categories and/or Company Owned Dealerships to ensure that Customer Care provides
excellent service on all products.
Serve as the Customer Care liaison with category management and ensure that communication between the category team and Customer Care remains open and effective. Give guidance and support to the partner Consumer Experience Advocate that also supports the category so that Customer Care is able to effectively provide customer feedback to the category as well as keep Customer Care teammates informed regarding products.
Collaborate with the Customer Care Leadership team and/or other departments to develop processes and new initiatives and support continuous improvement both in CC and companywide.
Provide additional support and guidance for specialists with added job responsibilities i.e Consumer Experience Advocates,Senior Specialists, Sales Mentors, etc.
Identify gaps in the product guide and training materials and ensure that the correct information is
communicated.