Clayton A. Mabin

Summary: Customer Experience Supervisor with 20+ years of experience in the areas of coaching, inspiring, motivating, guiding, engaging, and developing a team of customer experience agents who are focused on providing end-to-end support for our customers and communities. I am responsible for fostering a positive team environment that enables employees to maximize performance, progress their careers, as well as become a promoter and advocate of the company.

Core Responsibilities:

Provide daily coaching and feedback to team members delivering the right experience to customers within the Billing, Repair, Retention, and Sales functions. Ensure team members understanding of performance targets, goals and the behaviors associated to support a positive employee and customer experience.

Act as a change management liaison and lead changes in communicating important business initiatives. Communicate messages to team in a positive manner that conveys connection to the business strategy, customers and employees.

Respond to customer escalations to understand issues and offer helpful solutions in driving customer satisfaction.

Monitor performance levels and team member activities, administers, administers all company policies, takes appropriate action necessary supporting an employee and customer-centric organization.

Celebrate and reinforce employee successes through recognition and promotion.

Encourage career development with each team member through the creation and management of individual development plans.

Facilitate routine huddles with the team focused on improving the employee experience and the customer experience, while also attempting to retain customers who request to disconnect or downgrade services.

Display a strong competency in selecting, developing, and retaining talent.

Maintain schedule flexibility regarding working nonstandard working hours.

Able to remain highly organized with the ability to effectively manage multiple priorities, and comfortable managing through ambiguity and displaying strong critical thinking skills.

Exercise independent judgment and discretion in matters of significance.

Willing to tackle other duties and responsibilities as necessary.

SKILLS & KNOWLEDGE:

Einstein 360 / CSG / Atlas / Kronos / Workforce / My Performance /

MS Outlook / MS Word / MS Excel / PowerPoint

Public Relations / Govt Affairs / Sales & Marketing / Journalism

DEGREES:

B.A., Journalism - University of Houston (1986)

B.S., Political Science – University of Houston (1986)