Operations & Customer Care Leader
Resume:
JASON
DAVIS
***********@*****.***
Castle Rock, CO 80104
Accomplished leader at Comcast Corporation, adept in operations management and team building, significantly enhanced team performance and customer satisfaction. Expert in policy implementation and staff oversight, successfully coached and developed agents, driving performance improvement. Skilled in resolving escalated issues, ensuring quality service delivery and working cross functionally with other other teams and departments. PROFESSIONAL SUMMARY
Comcast Corporation - Customer Care Supervisor
Denver, CO • 01/2019 - 12/2023
Comcast Corporation - Employee Operations Supervisor Denver, CO • 10/2016 - 10/2019
WORK HISTORY
• Supervise 10-15 call center agents
Regularly monitor calls to coach and develop team members in effective sales, service and billing calls techniques to ensure consistency and quality. Provide team members with regular performance feedback and development and access to resources; engage employees in the process of self development.
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Track team performance on defined metrics and take steps to resolve gaps in performance. Recognize and reinforce desired behavior (individual and team); promote company pillars; align rewards with contribution; resolve performance issues pro-actively. Provide employees with the empowerment and information they need to solve custom problems, do their best work, and make a contribution to the business.
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Resolve escalated issues quickly and in a manner that satisfies the customer; educate the employees associated with the issue without escalation. Work with regional teams resolve customer issues and anticipate any future needs.
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Assist agents in their transition out, and return from leave of absence. Provide counsel to agents for ADA/FLMA/STD- communicating the process and providing the information for our vendor regarding these situations. Track all LOA/ADA/FMLA for approvals/due dates for medical documentation/frequency/return to work. Worked with both Workday and SAP HR platforms.
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Conduct weekly audits of time entry, comparing to phone system, time validation and approval, assist agents with training on the time entry system and making corrections as needed.
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Partner with new hire training to train in time entry, paid time off, scheduling, phone efficiencies and schedule adherence. Did a weekly report on shrinkage and clean up working directly with the team's supervisor.
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Responsible for interviewing and hiring qualified candidates for customer experience.
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Operations Management
Policy Implementation
Performance Improvement
Staff Oversight
Team Building
SKILLS
Douglas County High School
Castle Rock, CO
High School Diploma
EDUCATION
Comcast Corporation - Customer Care Supervisor
Denver, CO • 08/1997 - 10/2016
• Supervise 10-15 call center agents
Regularly monitor calls to coach and develop team members in effective sales, service and billing calls techniques to ensure consistency and quality. Provide team members with regular performance feedback and development and access to resources; engage employees in the process of self development.
•
Track team performance on defined metrics and take steps to resolve gaps in performance. Recognize and reinforce desired behavior (individual and team); promote company pillars; align rewards with contribution; resolve performance issues pro-actively. Provide employees with the empowerment and information they need to solve custom problems, do their best work, and make a contribution to the business.
•
Resolve escalated issues quickly and in a manner that satisfies the customer; educate the employees associated with the issue without escalation. Work with regional teams resolve customer issues and anticipate any future needs.
•
Pro-Coach Certified
Fundamentals of Leadership class of 2003, Comcast University, Philadelphia PA
Customer Service Leadership Experience
Interaction Management: Tools for Effective Leadership ADDITIONAL INFORMATION
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