Charter CommunicationsCall Center/Quality Development Coordinator/Sales
Jan. 2007 - Jun. 2010Town and Country, MOQuality Development Coordinator -Served as corporate manager within department, directly responsible for creation and delivery of quality standards for all Charter Customer Service Representatives -Coordinated all aspects of organization’s quality responsibilities/expectations to billing department through various vendor companies -Maintained relationships with high-level contacts at each company to assure good relationship/clear understanding of overall quality and company goals. -Primary contact for all vendor quality calibrations to assure equal and proper application of Charter quality standards and practices -Created call flows, quality standards and practices for two new call types within billing queue -Participated, led and redesigned materials within departmental Mock Call procedure, which served as final training piece/test before a representative would gain full employment through Charter -Other duties as assigned depending on needs of the business and department -Handled daily job duties for departmental Marketing Coordinator when needed -Created and documented departmental processes which were adopted company-wide -Conveyed complex information in a simplified manner to employees through newsletters and visual aids -Identified the need, created, and implemented incentive programs designed to improve sales performance, employee satisfaction and loyalty -Identified, recruited and developed sales employees through sourcing, interviewing, training and coaching sessions to improve product knowledge, needs based selling techniques and individual sales performance Sales - Door to Door MDU Special Projects -Served as coordinator for Battle of the Bands locally and in New Orleans. Maintained communications with competing bands; served as MC and event logistics coordinator at local event at Corporate Headquarters in St. Louis and travelled with and managed the Charter Band to compete at the NCTA Annual Convention in 2009. -Internal Job Fair Coordinator 2008