Sheila Coppenbarger
Manager-customer Service Chat @Spectrum
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WORK HISTORY
Manager-customer Service Chat @Spectrum
El Paso, TX, US
Actively and consistently support all efforts to simplify and enhance the customer and employee experienceEffectively lead a team of supervisors leveraging effective time management, financial management, planning, communication, delegation, and organizational skills.Monitor individual and team performance to ensure performance and quality standards are met or exceededManage chat center floor activity, including monitoring staffing levels, efficiency and service levels, and outages/service interruptionsEscalate rep and customer-impacting issues appropriatelyEnsure departmental standards regarding customer experience are met by regularly monitoring chats and performance metrics to provide feedback or coachingEnsure all Supervisors and representatives have proper training on an ongoing basisProvide regular reporting of key performance initiatives to the site leaderHire, evaluate, coach, and counsel employees in the performance of their dutiesEstablish and maintain interdepartmental relationships and communications to ensure alignment on all business initiatives and desktop tool effectivenessDevelop staff to be successful in their roles by providing ongoing coaching, performance reviews, and on-the-job trainingMake decisions and implement change to improve processes and customer experiences utilizing root cause analysis and data trendsFacilitate open communications between representatives, supervisors, peers, departments, systems, and regionEnsure all chat center operational tools are practical and re-evaluate these on an ongoing basisDevelop and interpret internal reporting to effectively manage the businessLead projects successfully through collaboration and strong project management skillsMotivate and inspire others to action through caring and thoughtful leadershipManage department personnel issues to include performance reviews, counseling, and progressive disciplinary actions as needed
EDUCATION
The University of Texas at El Paso
Master of Business Administration - MBA, Business Administration and Management, General
University of Phoenix
Bachelor’s Degree, Business Administration and Management
ABOUT SHEILA COPPENBARGER
Throughout my career I\'ve had the privilege of leading managers and cross-functional sales and customer service teams, including email, chat, specialty, and in-language (Spanish) teams. I was fortunate to receive leadership training from a Fortune 50 company that embraces LEAN and six sigma techniques to improve processes and procedures while providing an excellent customer and employee experience. I take pride in developing the people I lead and seeing them succeed.
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