Shavonne Stout

Operational Oversight: Manage daily operations to meet and exceed daily sales targets for Fiber, Post Paid Voice and Home Internet.

Team Leadership: Provide guidance, training, and performance evaluations for staff and field forces.

Compliance and Policies: Ensure adherence to company policies, procedures, and regulatory requirements.

Performance Improvement: Monitor performance, implement improvements, and develop efficiency and effectiveness plans.

Customer Satisfaction: Resolve customer concerns and analyze data to identify and meet customer needs.

• Monitor queue conditions across various call centers around the globe for a wide range of call types within Broadband, Collections, and Mobility.
• Make adjustments to accommodate call load fluctuations.
• Develops force schedules to meet the anticipated call load and achieve grade of service objectives.
• Staff productivity, attrition rates, and resource allocation.
• Conduct call pattern forecasting activities.

Key Impact:
Improved service level compliance and call handling efficiency by aligning workforce resources to real-time and forecasted demand.

• Responsible for the day to day operations of a team of loyalty representatives who are responsible for saving AT&T Mobility to reduce overall churn.
• Proficient in mentoring and coaching customer service representatives to ensure delivery of corporate customer service quality standards.
• Additional Responsibilities include:
• Handle escalated customer complaints, Conduct monthly performance assessments, Administers disciplinary action as warranted, Prepare, complete, and deliver end of year Performance Evaluations.

Key Impact:
Successfully reduced customer churn while improving agent performance, engagement, and service quality through consistent coaching, accountability, and leadership.