Ky Ward
Tulsa
Summary
Dedicated customer service expert with a strong track record in team collaboration and employee management. Demonstrated skills in optimizing processes and ensuring high-quality service delivery. Focused on maintaining customer satisfaction and contributing to overall business success. Results-driven with a passion for building lasting relationships and partnerships.
Overview
14
14
years of professional experience
Work History
Coach
Echostar
01.2021 - Current
- Developed and implemented plans to enhance agent performance and skill development.
- Analyzed team performance data to identify areas for improvement and optimize strategies.
- Mentored/onboarded peer coaches, fostering a collaborative environment.
- Established performance benchmarks, leading initiatives that enhanced overall team competitiveness.
Global Expert
EchoStar
01.2017 - 01.2021
- Quickly adapted to training plans for company needs, keeping timelines and desires in mind.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Assessed student needs to develop effective training plans.
- Monitored agent workflow and behaviors throughout the training process.
- Manage escalated customer issues received via various forms of contact, such as direct customer contact, retailers, various department supervisors.
- Facilitate hands-on practice with internal customers in order to support knowledge transfer.
- Provide virtual or in-person on the job training through call modeling, observation, and feedback.
Team Lead
EchoStar
01.2015 - 01.2017
- Developed individualized plans to help Agents reach goals within predetermined timelines.
- Provided primary customer support to internal and external customers.
- Provided real time support for internal and external customers to ensure success for my team.
Customer Service Representative
EchoStar
01.2012 - 01.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to external customers.
Education
Associate Of Applied Science - Business Management
Oklahoma State University Institute Of Technology
Okmulgee, OKHigh School Diploma - undefined
Okmulgee High School
Okmulgee, OKSkills
- Complaint resolution
- Teamwork
- Service standard compliance
- Verbal and Written Communication
- Account management
- Critical thinking
- Training development aptitude
- Detail Oriented
Timeline
Coach
Echostar
01.2021 - Current
Global Expert
EchoStar
01.2017 - 01.2021
Team Lead
EchoStar
01.2015 - 01.2017
Customer Service Representative
EchoStar
01.2012 - 01.2015
Associate Of Applied Science - Business Management
Oklahoma State University Institute Of Technology
High School Diploma - undefined
Okmulgee High School
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