Customer Experience Service

Clayton Mabin

Houston, USA 281-***-**** *********@*****.*** Customer Service Supervisor

SUMMARY

Customer Experience Supervisor with over 20 years of expertise in coaching, motivating, and developing customer experience teams. Proven ability to foster positive team environments and maximize performance to enhance customer satisfaction and achieve business goals. EXPERIENCE

Customer Experience Supervisor Comcast Cable 02/2002 to 12/2022 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 understand performance targets and goals to support a positive customer experience. Act as a change management liaison and lead changes in communicating important business initiatives. Respond to customer escalations and offer helpful solutions to drive customer satisfaction. Monitor performance levels and team member activities, administer company policies, and take necessary actions to support an employee and customer-centric organization.

Celebrate and reinforce employee successes through recognition and promotion. Encourage career development with each team member by creating and managing individual development plans. Facilitate routine team huddles focused on improving the employee and customer experience. Retain customers who request to disconnect or downgrade services. Strong competency in selecting, developing, and retaining talent. Maintain schedule flexibility and manage multiple priorities effectively. Exercise independent judgment and discretion in significant matters. Tackle additional duties and responsibilities as necessary. Operations Supervisor Sunnova Energy 03/2023 to 04/2024 Assist customers by gathering details and investigating concerns and complaints. Work closely with internal and external departments to resolve escalated customer issues including sales, installation team, partners, legal, claims, and marketing.

Effective educate and answer inquiries from customers regarding contract details., system production, and benefits of solar energy. Analyze billing and production to investigate customer issues. Handle and resolve high-profile case types including early-pay off requests, buy-out requests, fraud claims, bankruptcy, and foreclosure issues. EDUCATION

B.A., Journalism University of Houston 1982 to 1986 B.S., Political Science University of Houston 1982 to 1986 SKILLS

Coaching

Level: Proficient

Change Management

Level: Proficient

Customer Satisfaction

Level: Proficient

Team Leadership

Level: Proficient

Critical Thinking

Level: Proficient

Public Relations

Level: Proficient

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