Fairhaven Support Manager

SUSAN SPANGLER

***********@*******.*** 774-***-**** Fairhaven, MA 02719

Summary

Hardworking Customer Support Manager driven to exceed expectations and maximize customer satisfaction. 13 years of management experience and over 30 years in the cable industry. Demonstrated planning and change management skills to influence functions and build consensus to impact internal and external clients. Enthusiastic about supporting business success by collaborating with cross-functional teams to drive results.

Skills

Team building

Communication

Driving business growth

Leadership development

Customer outreach

Problem resolution

Experience

Comcast Plymouth, MA

Customer Experience Supervisor

05/2016 - 02/2021

Led a team of front-line agents to deliver an exceptional customer experience for customers who call in for support with billing and product issues for all products.

Trained and mentored new team members continuously through coaching, development and action planning to promote productivity,

Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.

Established, enforced and optimized departmental procedures and goals to optimize team performance and productivity.

Increased sales on consistent basis by developing and maintaining key customer relationships.

Streamlined operations and improved employee focus and productivity by prioritizing tasks prior to start of each shift.

Comcast Taunton, MA

Workforce Management Supervisor

07/2008 - 05/2016

Supervised and developed a team of workforce agents to ensure effective and efficient operations.

Managed the daily boards of the Field Technicians. Assigned and controlled jobs to customer's homes.

Closely worked with the field managers and team leaders to appropriately assist the Field Technicians to make their day more efficient.

Collaborated with team management to monitor team performance and implement disciplinary action when necessary.

Created workforce planning and development models for quarterly scheduling and processes.

Accomplishments

Recognized for ACE award for outstanding performance and team contributions.

Health and Wellness Engagement Team

Rewards and Recognition Team

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