Renea Boyer

Experience

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  Alnet Communications (Frontier purchased)

  Jan 1993 - Dec 1995

  Supervisor Business Accounts

  > Key Contributions: 3x top sales/performance Supervisor Team winner, international trips.> Escalation Resolution: Initiated and closed Alnet/Frontier marketing contract with business owner after he called upset about increased service costs driven by his business growth.-Built client relationships as Supervisor Account Manager with high end business customers for personalized problem solving, negotiations, up-selling and programming of business technology and services team. Show less

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  GTE/Bell Atlantic merger to Verizon

  Jan 1996 - Jul 2000

  Supervisor - Customer Service

  > Key Contributions: Managed Monthly Sales Incentive and Recognition for 500+ Contact Center representatives, with monthly $1000.00 budget. Tracked and reported costs, sales incentive structures, and sales revenue generated.> Sales Revenue driven 34% over a two year period, with representatives moved to 89% for those not previously proactively selling.> Performed off-site training at GHQ in Dallas on new SAS platform. 6 month interim.-Supervisor of 25-50 new hire Sales and Billing Representatives, in a Union environment, for inbound Contact Center. Delivered training on system platforms, services, and landline technology, coached and documented quality assurance, goal setting, performance plans and met with Union Stewards. Show less

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  Wishmaker Cabinetry

  Jan 2001 - Dec 2008

  Independent Business Owner

  > Key Contributions: Director of Membership Board at B.I.A. for 2yrs. Drove paid membership by nearly 14% with innovative social mixers and targeted sub-contractor incentives when membership was down nationally. Membership Drive strategy shared with all chapters nationwide. > Designed and constructed multiple award winning remodeling projects showcased in N.A.R.I. Remodeled Home Tours and the German Village Home & Garden Tour. > Project Manager for 2yrs Dispatch Home & Garden Show for design, coordination and construction of the NARI Kitchen & Remodeling Premier Showcase area. Completed under strict 72hrs construction deadline- early completion both years provided exhibitors additional set up time.-Custom cabinetry showroom on the Sunbury Square, offering cabinetry and remodeling design, remodeling, and installation of cabinetry. -Project manager from point of contact to completion of project, including project design, negotiated contracts, scheduling project timeline including sub-contractors, exceptional problem solving while partnered with the client. Responsible for all business marketing, active association memberships, and project completion with outstanding relationships built with both internal and external clients. Show less

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  Verizon

  Feb 2008 - Jul 2020

  > Key Contributions: Motivated peers to #1 team in country, 1st Quarter 2020, as we counted down days for center closure.> Individual Top 10 in targeted sales May - July -Actively support business and government accounts with expertise in products, services, and network capabilities, while providing best in class service.-Active knowledge of business telecom restrictions based on business type, federal and state regulations, and current negotiated client contracts. -Analyze business needs and up-sell strategic products and cutting edge technology solutions.-Resolve complex escalated issues from point of contact to full resolution. Show less > Key Contribution: While managing existing team, attend off-site Job Fairs for recruiting, complete testing and tiered interviews with documented interaction, determine hiring eligibility and delivery recommendations to Human Resources.-Coach, train, and motivate team of 12-15 persons to exceed KPI’s, drive efficiencies, and deliver personalized customer experiences with first contact problem resolution.-Leverage emotional intelligence to develop strong relationships with team, clients, and business partners with accountability to trust, commitment, approachability and reliability. -Deliver individual and team accountability with real time monitoring, coaching, goal setting and performance plans. Deliver tough, professional conversations with employees regarding performance, attendance, adherence to culture, up to termination.-Reinforce the company Credo, and actively support a diverse and positive culture.-Pull and analyze data for company and team performance trends for agile responses.-Support and mentor peers and teams in career growth with feedback, resource sharing, delegating responsibilities, and interview preparation. Show less > Key Contributions: Trialed initiative for training oversized 40+ new hire class to increase employee headcount more quickly, partnered with peer supervisor. Provided written feedback to H.R. on initiative throughout training and transition period.> Proposed and implemented new accountability documentation, working closely with HR, to ensure employees were more closely aligned with company credo and culture, versus only performance expectations.-Supervisor in NHE role included off-site job fairs, assessment testing, interviewing prospects and making hiring recommendations while training and developing an existing NHE team of 14-21 persons.-Deliver NHE training, in classroom and during transitional call taking, including teaching industry technology and system platform and coaching best practices in 1x1 and groups. Reinforced cultural and behavioral expectation, tied directly to the company Credo.-Document goal setting, performance plans, and behaviors on and off calls. Collaborate with H.R. to deliver tiered performance accountability to employees, including termination. Show less > Key Contributions: Opened new to Verizon Chat department, interviewed over 600 applicants and placed 312 employees under strict deadline, partnered with peer Supervisor and Human Resources.> Isolated refunding process error center wide, analyzed correct steps, and completed training packet. Trained all departments on correct process. Reduced erroneous refunds by 17% center wide the following quarter. Rolled out to training departments nationwide.> Supervisor of the Year, 2014.-Supervisor of 12-16 Online Chat representatives taking 2 customer chats at once, coaching to efficiencies, conversation flow, word choice, and effective switch tasking between chats.-Created new coaching methods and best practices for evolving Chat platforms to support customer interaction and maintain best in class customer experience.-Impacted future interview testing and training structure for more accurate match of Chat skill sets.-Proactively provided feedback to influence evolving performance standards and report deployment needed for data analysis. Show less > Key Contribution: Supervisor of the Year, 2011-Coach, train, and motivate team of 12-15 persons to exceed KPI’s, drive efficiencies, and deliver personalized customer experiences with first contact problem resolution.-Leverage emotional intelligence to develop strong relationships with the team, fellow staff, and business partners.-Deliver accountability with real time monitoring, coaching, goal setting and performance plans. Deliver tough, professional conversations with employees.-Reinforce the company Credo, and actively support a diverse, positive culture.-Pull and analyze data for company and team performance trends for agile response.-Support and mentor teams and peers in career growth with feedback, resource sharing, delegating responsibilities, and interview preparation. Show less

  • Business & Government Customer Operations

    Sept 2018 - Jul 2020

  • Escalation & Retention Pro

    Sept 2017 - Aug 2018

  • Supervisor - Customer Service

    Jun 2016 - Sept 2017

  • Supervisor - New Hire Experience

    Jan 2014 - Jun 2016

  • Supervisor - Online Chat

    Mar 2012 - Jan 2014

  • Supervisor - Customer Service

    Oct 2010 - Mar 2012

  • Supervisor On Deck / Leadership Training

    Mar 2010 - Oct 2010

  • Data Technician I & II

    Oct 2008 - Mar 2010

  • Customer Service Representative

    Feb 2008 - Oct 2008
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  The Scotts Miracle-Gro Company Headquarters

  Dec 2020 - Jul 2024

  Remote Consumer Services Specialist III

  🌱 Based at Scotts Miracle-Gro Headquarters working as Remote Consumer Services Consultant III with USA and Canadian consumers.> Key Contribution: Managed Ecomm stores for eBay and Walmart for Scotts Miracle-Gro brands from inception. Included from order placement, warehouse status and delivery, to billing and order corrections. Consumer contacts received timely replies. - Frequently negotiated escalated settlement claims at the highest tier, from both countries, between clients and the company following thorough research and analysis. Documented all findings, conversations, and outcomes.- Handled escalations on calls, emails, and chat on a variety of topics from customers while also coaching multiple tiers of staff from contracted Customer Service centers as product and company processes SME.- Isolated, tracked, and resolved product risk trends, partnered with cross functional departments.- Prevented fraud cases from processing, and tracked potential trending products for risk analysis.- Created Sales and Customer Retention training deck for use within the contracted Customer Service centers. Show less