Michelle Goodrow

• Coach, motivate, and inspire team members to achieve and exceed performance goals
• Monitor service calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provide feedback and development as needed
• Partner with peers and other members of leadership to support agents and maximize customer satisfaction
• Monitor and analyze team performance to strategically assist in development of their team’s skills
• Field questions from customer service representatives and recommend changes to address how to alleviate customer complaints
• Minimize customer escalations through effective coaching and support as well as handle issues that have escalated above your team
• Conduct salary reviews, performance reviews, and career development sessions with direct reports
• Possess and maintain thorough knowledge of telecommunications industry information
• Proactively and positively communicate corporate messages and changes; provide constructive feedback to leadership as needed
• Effectively use recognition, coaching, training, and other tools to lead the team and inspire industry leading performance, accountability, attendance, and employee retention
• Partner with Human Resources to conduct any necessary investigations, deliver disciplinary actions, including separations, and document all interactions and communications
• Partner with Talent Acquisition to interview new candidates for various customer service roles
• Demonstrate strong interpersonal communication, time management, and multi-tasking skills
• Also responsible for other duties/projects assigned by leadership as needed

Responsibilities

• Foster a positive team environment
• Act as a role model for professional behavior and performance at all times
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned
• Serve as a back-up when supervisor is not available
• Answer incoming calls from internal and external customers; troubleshooting customer and agent technical issues as well as customer service escalations
• Train, develop, and manage their respective team and its members
• Carry out daily performance management of all the CCI CAA’s in the team
• Monitor and ensure that their team is compliant with the guidelines of the departmental requirements; conduct quality audits and review low VOC scores
• Support our ability to solve customer issues at initial point of contact
• Monitor team chats for requests for assistance and review chat transcripts for learning and coaching opportunities
• Consistently communicate strategic initiatives of the department to front line CCI CAAs, including reasoning and justification for such initiative
• Able to communicate well in both one on one and in group settings
• Track coaching opportunities and successes
• Play a key relationship building role as an internal liaison between CCI CSR’s and other departments Communicate any process or performance concerns to Supervisors/Managers on a timely basis
• Effectively communicate and collaborate internally with the Learning and QA teams, and act on feedback accordingly
• Use expertise in the scope of work for customers within their area to ensure their team’s understanding of the scope of work
• Train others on the company’s systems and processes
• Basic ability to assess and interpret data and make evidence based decisions
• Ability to troubleshoot with CAAs, as well as customers, and communicate effectively

Professional Skills: An individual fully established in this role must possess and be proficient in the following skills:

• Customer Service
• Verbal Communication
• Written Communication
• Teamwork
• Relationships
• Organizational Awareness
• Learning Agility
• Analysis
• Problem Solving
• Process Orientation
• Prioritization

Responsibilities

Taking care of the guest . Making sure there visit would want them to come back and have another great time. Training new employee's making sure they were knowledgeable and efficient in the performance.

Accomplishments

Trainer and getting great sales,

Skills Used

Pick up everything fast, moved at a fast pace. Great under pressure.