Kion Lucas

Leading and motivating a team of about 20 customer service technicians. Managing employee performance including, the establishment of clear roles and responsibilities, setting clear objectives, assessing and tracking performance, providing feedback, training, and coaching. Ensuring compliance with all company policies and processes including safety, attendance, performance, work rules, and code of conduct. Delivering on all performance measures and continuously identifying new ways to improve team performance.

Sales and Service Supervisor Leading, motivating and developing a sales and service team to deliver exceptional results in a fast-paced, ever transforming environment.•Recognize on several occasion by VP for performance•Director’s Cut Award •Hiring, developing and motivating Sales and Services teams to deliver exceptional results in a fast paced, ever transforming environment •Monitoring sessions to include: remote, side by side and calibration •Instrumental in process innovations and Go to market •Analyzing data and leveraging tools that provide actionable insights that drive performance, productivity, and optimal efficiency•Educate and develop front line employees on system and tool utilization to increase efficiency and improve customer experience.•Displayed strong interpersonal, relationship building and communication skills to coach team into progression.Consultant/Temp Trainer/Floor assist Provide transnational compliance support by conducting audits and account management to minimize financial impact and maximize business operations. Provide feedback to employees in supervisors absence Trained and developed employees to provide best in class customer experiences•Assures customer satisfaction by investigating and resolving customer inquiries, disputes and/or complaints on service, billing, rates, adjustments and policy issues.•Identify and asses customer’s needs to recommend Verizon products and services•Assist customers in troubleshooting TV, Data and Phone problems while providing actionable tips to resolve the issue Build sustainable relationships of trust through open and interactive communication Meet personal/team targets and call handling quotas