Bob Signore

Experience

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  MCIWorldcom

  Mar 1988 - Jan 2003

  Customer Service Manager

  Customer Service Manager • Lead a team of 8 - 12 supervisors and up to 350 employees to meet quality, sales and productivity performance metrics• Created a Wireless Technical Support Helpdesk for Tier 1 and Tier 2 customer support• Developed a front-line Customer Escalation support lines for the call center• Utilized call data and analyzed trends to identify gaps in processes to improve the customer experienceCustomer Service Start-Up Supervisor • Directed a team of 15 agents to build the MCI Wireless Start-Up customer service department from ground level to a call center staff of over 700 employees• Put together a strategic plan with the National Project Managers, Senior Leaders and partnered with Wireless organizations to develop business processes• Developed national quality, productivity and sales process guidelines to meet business initiatives and create a great customer experience• Evaluated call quality of frontline agents through call monitoring to identify behavioral opportunities to improve the customer experience or improve sales and efficiencyCustomer Care Support• Responsible for managing Midwest regional accounts for long-distance products and services. Collaborated and supported clients with inbound and on-site visits to ensure service and sales expectations were met. Negotiated annual contracts with the sales team• Provide inbound customer support for billing and technical support for residential and commercial accounts. Responsible for quality, productivity and sales goals Show less

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  CheckFree Corporation

  Jan 2003 - Jan 2006

  Customer Care Manager

  Customer Service Manager • Managed a team of 8 supervisors in a fast-paced call center for an on-line and bill pay and presentment company• Effectively managed customer service staff to meet strict and contractual Service Level Agreements to prevent financial fines with major Banking institutions such as Bank of America and JP Morgan Chase• Participated in client visits with senior leaders to build relationships for future business or provide performance statuses to address any process gaps• Lead cross-site project management initiatives for improving quality and call efficiency that resulted in a 10% improvement in Average Handle Time and 5% improvement in customer quality scores• Participated in preparing annual budget process to stay in-line with meeting financials across all business practices Show less

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  Comcast

  May 2006 - Oct 2019

  Customer Experience Manager

  Customer Experience Manager• Managed, supported and developed a team of 8 call center supervisors in 400+ agent call center with indirect responsibility of up to 125 agents. Ensured budgeted and key organizational objectives were met or exceeded for Billing and Repair customer support• Analyzed key performance indicator trends through a wide variety of business reports; reacted strategically to improve performance or share best practice successes for Productivity, First Contact Resolution, Customer Experience, Financial and Sales components. Proficient with Tableau and Crystal Reporting dashboards • As part of a divisional initiative, improved Customer Experience Quality Net Promoter Score by 50 points over a 4-year period to improve the customer experience• Partnered with Divisional Senior Leaders and Project Managers for product, process or new service launches including the Modular Billing strategic initiative that impacted all customers• Developed call center sales incentives and managed prize inventory to assist with exceeding sales units and transitional sales targets by 30% for 2019• Site lead for financial cost control by monitoring agent and leader credit adjustments. Through an outlier management strategy and addressing spikes in adjustments, 5 straight year over year improvement was achieved• Sponsored Customer Facing Pillar team to improve customer impacting processes and agent/leader training. Employee survey results improved YOY by 28% in the area of process improvement and training execution for new products and services • Community Volunteer leader for the site for 12 years for United Way Campaign, Comcast Cares Day and other community sponsored events• Successfully directed multiple specialty groups including Real-Time Escalations support and Local Workforce Operations Show less

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  Waste Management

  Jul 2020 - Apr 2022

  Responsible for leading a team of Inbound and Outbound Sales and Retention specialists in support of Waste Management small and medium size business customers.

  • Inside Sales Manager

    Feb 2021 - Apr 2022

  • Inside Retention Supervisor

    Jul 2020 - Jan 2021