La-Trina Rivers
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
27
27
years of professional experience
Work History
Customer Care Supervisor
Comcast Cable Company
Tinley Park, IL
01.2007 - Current
- Evaluate interactions between associates and customers via recorded and live monitoring to assess performance and implement strategies for customer satisfaction.
- Conduct daily coaching's for development of agents success.
- Conduct training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Work on a Chat line to assist Agents with elevated situations. And possible call take over.
Customer Service Lead
Comcast Cable Company
Tinley Park, IL
09.2001 - 01.2007
- Assisted the supervisor with day to day team needs
- First contact for agents in need of assistance
- Developed agents to work independently
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Monitored calls to ensure Agent provided a world class interaction with the customer.
Customer Service Representative
TCI Cable
Harvey, IL
10.1995 - 09.2001
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Took payments with accuracy.
Education
High School Diploma -
Fenger High School
Chicago Il1982
Skills
- Employee Coaching and Motivation
- Team Management
- Customer Care
- Employee Motivation
Timeline
Customer Care Supervisor
Comcast Cable Company
01.2007 - Current
Customer Service Lead
Comcast Cable Company
09.2001 - 01.2007
Customer Service Representative
TCI Cable
10.1995 - 09.2001
High School Diploma -
Fenger High School
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