Marie A St Aude

- Assists department manager with supervising, interviewing, selecting, promoting, scheduling, training, motivating, evaluating and disciplining of assigned group of Customer Care Representatives. - Co-Chair of Communication for Black Business Employee Network; focuses on building an inclusive, supportive community throughout TWC locations - Assists in answering and responding to the overflow of telephone calls to the Customer Care department and researches, resolves and responds to difficult customer inquiries. - Reviews telephone and sales activity reports to develop objectives related to increasing the skill levels of Customer Care Representatives and to improve the productivity and customer service levels of the department. - Monitors the Customer Care Representative's telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs. - Ensures productivity and department service levels standards are met. - Trains, coaches, monitor, and reward Customer Care Representatives on various division marketing campaigns to achieve projected sales goals. - Creates departmental correspondence and reports for both internal and external dissemination.