Melissa Coffron

Supported for frontline Experts, skilled for customer loyalty and retention, on both mobility and broadband products. Provided guidance via chat on handling complex situations to ensure customer satisfaction. Assisted with technical troubleshooting issues, billing/promotional issues, all while sharing best practices to drive customer retention. Handled escalated Manager calls and provided customer follow up when necessary. Compiled data on call drivers, support requests and tool improvements.

Responsible for 6-week New Hire training, across multiple lines of business, both in the U.S. and Internationally. Upskilled tenured experts on new initiatives, while reinforcing best practices to align with the company's needs. Utilized adult learning principles and effective leadership skills to accelerate employee development. Drove performance and engagement through positivity and leading by example. Collaborated with site leaders and team managers to ensure retention of information and prevent attrition.

Voice of the Customer (VOC) Survey Manager. Contacted customers, who provided VOC feedback via survey, that indicated an unsatisfactory experience with AT&T. Surveys encompassed all lines of business. Provided continued follow up with customers until complete resolution of the issue was indicated by follow-up survey. Compiled feedback data regarding customer concerns and resolution. Presented monthly data compilations to site leadership and directors.

Supported frontline experts through 6 weeks of new hire training as well as 4 weeks of "on-the-job" requirement . SME for both DirectTV satellite service as well as AT&T internet and tv products. Supported experts with technical troubleshooting, billing, programming assistance based on customer needs. Shared best practices to promote the expert's success during their transitional period from training to production floor. Assisted team managers by performing call observations and skill transfers as well as sharing compiled KPI data to determines areas of opportunity.

Provided frontline support for DirectTV customers. Assisted customers with technical troubleshooting concerns as well as billing and programming support.