Cindy Alexander
- Role
- Area Manager - Customer Service at DIRECTV
- Location
- Ashland, KY, US
- LinkedIn followers
- 500 followers
About Cindy Alexander
Action-oriented professional with experience in management, customer service, technical…
Experience
Area Manager - Customer Service
Aug 2018 — Present · Huntsville, AL, US
Oversaw a fully remote team comprising 11 Managers and 190 Agents, achieving an Average Handle Time of 600 seconds and a Save Rate of 80%. • Developed and implemented strategic initiatives enhancing customer loyalty and driving improvements in customer experience metrics.• Achieved enhancements in employee Net Promoter Score (eNPS) through targeted efforts on engagement and culture-building initiatives resulting in score improvements of 18%.• Promoted workplace culture in a remote environment prioritizing engagement, integrity, and adaptability to support organizational goals and alignment with company values resulting in a reduction of 20% agent attrition.
Skills
- Customer Retention
- Technical Support
- Customer Service
- Project Management
- Consulting
- Call Center
- Customer Satisfaction
- Leadership
- Telecommunications
- Sales
- Call Centers
- Product Management
- Change Management
- Management
- Process Improvement
- Coaching
- Team Building
- Training
- Quality Assurance
- Business Analysis
- Networking
- Solution Selling
- Sales Operations
- Start-Ups
- Business Development
- Business Process Improvement
- Contact Centers
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