Kit Schenkel
Unit Manager, Digital Care @ADT
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WORK HISTORY
Unit Manager, Digital Care @ADT
Irving, TX, US
I am responsible for ADT\'s Digital Care operations, including CX facing Live Agent Chat and related BPO relationships. This includes P&L, Forecasting, Training, Staffing, Operational Excellence and KPI Attainment- Chatbot functionality, integrating natural language AI and driving containment, resolution and improved CX Experiences via the Salesforce platform- Salesforce design and set up as it relates to care and internal facing operations for digital care. Modifying chat operations, data analysis and continual improvement as ADT transitions to greater functionality with Salesforce- Customer Care Help desk with 40 agents assisting internal groups with customer facing answers and resolutions ensuring embedded tribal knowledge is retained and improving speed to proficiency for our new hire groups and consistency for our tenured teams.
EDUCATION
University of North Texas
Studies in
Northwest Missouri State University
Studies in
Northwest Missouri State University
Studies in
Missouri State University
Studies in
SKILLS
ABOUT KIT SCHENKEL
When you exceed expectations you grow your customers. Someone is always looking to…
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