LESLEY RICE

Supervises a 10-member team responsible for fiber and mobility calls.

• Sent Daily Results by utilizing the VOC portal, personal performance data, and mydata portal.
• Send daily team communication as greetings and see how they are pacing throughout the day by asking how they are doing.
  •Email updates like looking at frontline focus, pilot updates on current pilots, fame updates, and biweekly center results are sent in an email form.
  •Attendance Issues
  •Ensure we clear out the DDC report daily and complete attendance discipline in real-time. Manage job accommodation requests as they come in.
  •Coding, Timecard Corrections
  •Manage coding real-time or preschedule meetings, make sure timecard corrections are updated daily, and ensure we do not have any no-call no-shows by checking iex daily, communicating with the agents, and documenting if they are not logged in and have not coded themselves.

• In May 2013, promoted to Manager in the Network Customer Service Center, responsible for coaching and developing 19 maintenance administrators who take calls from customers needing repair to their landline telephones
• As a performance manager, always willing to take the lead for special projects to help improve the organization while continuing to exceed the customer satisfaction goal of 63%
• As Awards and Recognition lead for over 80 maintenance administrators, develop contests to improve center results
• As employee engagement lead of 10 maintenance administrators, created and implemented activities to build and improve center morale
• As escalation manger lead for over 20 maintenance administrators who take irate calls
• I achieved objective of 60% by reducing offline time and improved the scheduling to offer a more fair rotation..

• Effectively managed a high-volume of inbound customer calls
• Addressed and resolved customer product complaints empathetically and professionally
• Gathered and verified all required customer information for tracking purposes
• After handling billing questions transitioned into sales offering
• Assisted 80 peers by handling manager takeovers and complex orders.

• Responsible for answering incoming calls for customers needing repair to their landline telephones
• As a member of the training team and trained approximately 25 peers when they returned to work from disability
• This experience as a maintenance administrator has helped me succeed in my current role as a performance manager, supervising maintenance administrators.