Tamerica Phillips

Supervised agents to ensure a high level of customer satisfaction, professionalism, and courtesy during all retention transactions exists and is sustained.

Consistently meet or exceed weekly and monthly retention activity goals by coaching agents to sound telephone based customer save techniques.

Phone monitoring and engagement with the agents, provide regular data-centric feedback to Manager with regard to actionable items to be taken to improve customer experience and improved retention rate.

Ensured that agents are educated on and abide by the business rules surrounding the retaining of a customer. These business rules include but are not limited to extension of promotions, credit usage, and escalation of service-related issues.

Ensured thorough understanding of the agent as well as the supervisor compensation/commission plans in order to coach to specific behaviors that will improve save yield and, therefore, improve commission earnings potential.

Managed agent compliance of call handling metrics to include productive time, schedule adherence, handle time, after call work, and other metrics as necessary.

Analyzed and provided statistically-based recommendations on ways to improve agent save performance.

Managed agents performance by providing frequent coaching based upon call monitoring and save performance.

Provided recommendations on save offers and business rules to support Charter’s strategy.

Mastered order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.

Demonstrated and instructed thorough knowledge of competitors’ pricing, packaging, and products in an effort to provide agents with skills needed to discuss side by side comparisons of Charter’s and competitors’ products and services.

• Effectively present and discuss Charter’s products and services
• Coordinate and communicate with senior management, to ensure efficient operations and customer satisfaction
• Remain current and knowledgeable on every aspect of supported product
• Comply with all company and call center policies and procedures
• Accurately document customer account records based on actions taken
• Identify training and skill gaps, and provide proactive feedback and recommendations for improvement
• Assist in handling escalated calls providing problem solving to issues
• Provide side seat coaching to ensure agent performance
• Work UCM tickets and handle ECAF when needed
• Handle full service for billing related questions, issues and concerns.

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Effectively present and discuss spectrum products and services
• Convey an image of quality, integrity and superior understanding regarding services
• Manage customer interactions professionally and efficiently
• Effectively address customer questions, complaints and concerns within the scope of responsibility.

• Facilitate in a classroom environment the integration of client specific materials
• Bring into focus the relationship between the training content and the trainee’s day to day care giving roles
• Used a variety of training strategies to stimulate thinking and dialogue

• Responsible for conducting Epic end user classroom training
• Work closely with Principal trainers and super users
• Responsible for the setup of the training classes scheduled to facilitate
• Quality control, including administering a proficiency assessment and class evaluation at the end of each session
• Provide telephone and at-the-elbow support during “Go Live” periods for physicians; and other end users to help with optimization of the system.