William England
Denver,CO
Summary
Diligent call center customer service leader skilled at turning dissatisfied customers into loyal business advocates through ownership, breadth of knowledge and attention to needs. Experience utilizing and coaching agents to excellent customer service through variety of methods including email, chat, phone, video, and social media channels. Offering expertise in sales, administration and team leadership focused on strengthening customer ties while maintaining quality, compliance and service standards.
Overview
55
55
years of professional experience
1
1
Certificate
Work History
Supervisor, Customer Care
JOHNSON CONTROLS INC, Johnson Controls
Aurora, CO
10.2021 - Current
- Coach and mentor team members utilizing ABCD coaching method, and start, stop, start action plans.
- Provide Team Member with statistical feedback.
- Provide Team Member with comprehensive qualitative monthly audit feedback to include attendance updates, voice audit summaries, analysis of productivity levels against goals and summary communication of departmental and/or business news
- Set leadership example with peers and staff to develop representative level team to improve performance.
- Supervise team members and provide additional support to National Resource Desk as needed for reporting, analytic breakouts, and other services as needed
- Provide corrective feedback to team member as necessary.
- Identify, develop and support coordination of training programs as needed.
- Support management of daily transaction time; answer rate and response time goals.
- Work closely with all staff members and peer supervisors to ensure open communication and consistency or workflow.
- Initiate, contribute and spearhead projects as developed and/or assigned
- Accept supervisory calls including customer/dealer problems and take appropriate action to resolve issues.
- Verified payroll information, ensured proper verification communications, handling, backpay, raise processing, bonus payouts, incentive programs, and overtime hours.
- Led direct reports to exceed metric targets and KPI's with an average QA score of 96.2%, WHT of
Team Lead, Monitoring Center
Johnson Controls Inc.
Aurora, Colorado
1/17/21 - 10.2021
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Responded to team support questions quickly to maintain call center efficiency.
- Generated reports detailing advanced metrics such as call times, average speed of answer, max delays, time not on call, etc.
- Partnered with our National Resource Desk to intuitively load-balance and leverage multiple work groups to meet all SLA targets we've set with our customers
- Identified outlier trends and targeted bottom 20 agents week over week to provide critical feedback and raise our performance "floor" across 1st, 2nd, and 3rd shift.
Commercial Account Support Representative
Johnson Controls
Aurora, CO
01.2019 - 1/17/21
- Delivered exceptional levels of service to each customer by listening to concerns and answering questions
- Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction
- Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival
- Conducted analysis to address outbound retention pilot. Performed in conjunction with Black Belt business leaders within company, which led to significant retention reporting and training improvements
- Resolved conflicts and negotiated agreements between multiple teams, locations, and business clientele in order to reach win-win solutions to disagreements and clarify misunderstandings
- Inputted information from customer calls and onsite service visits into company's system using wide range of tools and systems succinctly
- Organized and developed personal customer escalation process and follow-up strategy that allowed us to consistently exceed productivity goals and provide customer experiences that were focused on ownership, communication, and appropriate resolution
- Exceeded AHT, Retention, Attendance, and QA standard since taking on this role. For example, scoring 100% on all QA audits for 6+ months
- Communicated with colleagues and leadership to ensure high-level escalations and major customer safety concerns were addressed with utmost urgency and knowledge.
Trainer
24-7 Intouch
Aurora, CO
10.2016 - 04.2018
- Prepared classroom, curriculum, and tools each day to ensure effective training environment
- Plan delivery of materials as requested by client, in most impactful way possible
- Managed classroom with even-handed and professional approach that promotes engagement and effective adult learning. Identified learning styles of each individual student to adapt materials to best prepare them for roles hired for
- Coach to any opportunities trainees may have, and hold them accountable with our ultimate goal of making sure only those who will be a great fir for the client and role are graduated
- Deliver and engage the curriculum in a way that brings the training to life and allows for high level learning that expands on and creates best practices to enhance the performance of each training class beyond the previous one
- Be a leader in professionalism, ethics, and morality by showing trainees expected culture by living it in everything we do
- Designing up-trainings, activities, and a slew of additional tools beyond what had been provided by client to enhance learners retentions and success as they enter onto our production floor
- Communicated at an advanced level utilizing interpersonal skills in a range of different contacts between departments, subordinates, supervisors, and third-party recruiting/hiring agencies to effectively staff, train, and produce excellent CSR's while managing the needs of HR and the business.
Team Leader (Team Manager)
24-7 Intouch
Aurora, CO
03.2016 - 10.2016
- Oversaw call center employees to ensure customer satisfaction goals were consistently met by utilizing a range of tools to identify the root cause of any opportunities we had on an individual and group basis, and provide tools to overcome them
- Reviewed daily, audited, and adjusted payroll discrepancies to ensure all direct employees are always paid appropriately
- Provided in-depth individual coaching sessions to drive adherence to procedural compliance as well as to drive improved performance week over week and month over month
- Managed client needs performing in pilots, meeting our Service Level Agreements, communicating technical needs and or errors affecting the business and support provided, and provided creative solutions to drive improved data collection and results from pilots taken part in
- Diffused volatile customer situations calmly and courteously by taking multiple approaches and identifying the absolute best experience possible, tailored to each and every customers need
- Consistently delivered high-level professionalism during any and all critical conversations had with new-hires, all the way up to the most tenured of agents, ensuring all appropriate
- Corrective Action was handled well within HR guidelines and every opportunity to correct behaviors without using CA, was provided well before this became necessary
- Created culture/vision for a successful team by defining what that looks like to us as a business, the client we support, and any or all best practices gathered from peers and superiors alike to ensure this culture/environment is continued regardless of the people within my team
- Defined what it looks like to be a leader who sets the example for those other leaders around him by maintaining a positive high-energy attitude regardless of the challenges ahead or tasks at hand
- Created a personal system to organize and deliver on all critical tasks in a timely manner, continually improving the structure of time management and task completion by receiving feedback from peers and supervisors alike and putting their tools in to play
- Received any and all feedback positively with a desire to improve at every stage of my development and career continuing to push performance, professionalism, and a high-level understanding of both the site-wide goals as well as our team goals.
Team Coordinator
24-7 Intouch
Denver, CO
01.2016 - 03.2016
- Managed call flow and responded to technical support needs of customers with professionalism and exuberance for the job!
- Met and exceeded campaign productivity & customer service goals for the last five months
- Supported the production floor with specialized knowledge with a desire not just to help, but to also teach how to duplicate the effort
- Set personal goals to develop my skills that are both challenging but attainable, and then continued on to rapidly meet and exceed those goals
- Managed high value situations and negotiated tactfully in a number of creative ways
- Coached a variety of agents with different learning styles and ability levels to meet and exceed their personal goals so that we can meet our goals as a team and business
- Tracked trends via a number of docs and sheets using technical abilities to maximize effectiveness
- Intuitively consulted agents on high stress and high value situations to provide the best possible experiences to the customer
- Proactively took supervisor call & cases to provide the best possible support to my team, and relished the challenges they bring executing a high level of customer service to retain customers.
Education
Associate of Applied Science - Cyber Security Engineering
Community College of Aurora
05.2024
High School Diploma -
William Smith High School
Aurora, CO04.2007
Skills
- Priority management
- Team Building
- Business Development
- Financial Management
- Strategic planning
- Project Management
- Training and mentoring
- Business planning
- Self-Motivated
- Mathematics Acumen
Certification
Certified Airbnb New Hire Curriculum Training Facilitator - Certified Airbnb - Trip Experience Curriculum Training Facilitator - Certified Airbnb Uptraining Specialist - Microsoft Excel Certified
Timeline
Supervisor, Customer Care
JOHNSON CONTROLS INC, Johnson Controls
10.2021 - Current
Commercial Account Support Representative
Johnson Controls
01.2019 - 1/17/21
Trainer
24-7 Intouch
10.2016 - 04.2018
Team Leader (Team Manager)
24-7 Intouch
03.2016 - 10.2016
Team Coordinator
24-7 Intouch
01.2016 - 03.2016
Team Lead, Monitoring Center
Johnson Controls Inc.
1/17/21 - 10.2021
Associate of Applied Science - Cyber Security Engineering
Community College of Aurora
High School Diploma -
William Smith High School
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