Summary
Overview
Work History
Skills
Accomplishments
Timeline
Generic

Zacharia Schraufnagel

Louisville,KY

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

15
15
years of professional experience

Work History

Lead

Spectrum Business
01.2017 - Current
  • Provided leadership to call center representatives and developed and delivered training to improve work efficiency, customer experience, and overall understanding of various policies and procedures
  • Identified training and skill gaps and provided proactive feedback and recommendations for improvement
  • Trained call center reps on new products, services, and systems, and evaluated performance to ensure quality and effectiveness
  • Perform general technical support and troubleshooting to agents during real time calls and worked tickets.

Customer Relations Advocate

01.2014 - 01.2016
  • Provided advanced technical telephone, cable, and internet troubleshooting to businesses, and acquired tier II promotion for outstanding excellence and technical knowledge
  • Developed multiple training documents used to enhance troubleshooting skill, efficiency, and overall understanding of policies and procedures
  • Provided leadership and coaching to new hires, and documented performance of trainees by evaluating strengths and developmental needs and addressing challenging behaviors.

Senior Advisor

01.2011 - 01.2012
  • Developed frontline representatives through focused coaching, minimizing customer escalations, motivating team members, and explaining technical information to representatives in an easy-to-understand manner
  • Provided training and documentation to frontline representatives to improve work efficiency, customer experience, and overall understanding of various policies and procedures
  • Led team meetings and provided ongoing coaching to enhance learning and performance.

Quality Monitoring Specialist

01.2010 - 01.2011
  • Monitored calls to measure performance, identify areas of improvement, and provide feedback and training through live peer-to-peer coaching
  • Created monthly reports and summaries regarding call evaluation performance and recommended quality trainings
  • Created articles for the call center regarding diverse topics to improve overall customer service.

Broadband Technical Specialist I

01.2008 - 01.2010
  • Provided video troubleshooting, internet connectivity, changes to customer records, process credits and payments to customer accounts, answer billing inquires and promote additional services
  • Provided training, support, and leadership to new employees through the nesting and transition program, documented performance of strengths and developmental needs, and addressed inappropriate behavior.

Skills

  • Team Development
  • Process Improvement
  • Curriculum Development
  • Leadership Skills
  • Team Building and Motivation
  • Policies and Procedures
  • Operations Improvements
  • Client Relationship Building
  • Productivity Improvements
  • Leadership Development

Accomplishments

Employee of the Month 2/2009 Sales Awards 2008, 11/2009, 12/2009 Service Award 3/2009, 3/2010, 2/2011, 2/2012, 3/2015, 3/2016 Appreciation Award 1/2013, 5/2015 Top Performers 11/2015, 12/2015, 7/2016 Gold Awards 2016 2x Charter Achievement winner 2017-2020 Charter Champions 2017, 2018 Distinction Award 2018 Distinction nomination 2021 Q1 2023 Silver Keys

Timeline

Lead

Spectrum Business
01.2017 - Current

Customer Relations Advocate

01.2014 - 01.2016

Senior Advisor

01.2011 - 01.2012

Quality Monitoring Specialist

01.2010 - 01.2011

Broadband Technical Specialist I

01.2008 - 01.2010

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Zacharia Schraufnagel