Jacqueline Austin

Experience

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  CBOE

  Jan 1980 - Jan 1997

  Phone Clerk
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  Group W. Cable

  Jan 1989 - Jan 1993

  Lead Customer Service Representative

  Processed customer care inquiries, expertly resolving requests, questions, and complaints, and liaised between customers and AT&T departments.

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  Prime Cable

  Jan 1993 - Jan 1995

  Customer Service Supervisor

  Conducted formal training for new hires, to facilitate their learning and retention of processes, procedures, and programming. Managed, coached, and developed 16 customer service agents.

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  Prime Cable

  Jan 1996 - Jan 2002

  Directed the planning, scheduling, and routing of trouble calls for field technicians. Principally liaised with customers regarding delays, cancellations and re-scheduling of work. Raised job numbers dispatch and input resolution once completed. Resolved customer complaints, handled escalated calls, assisted with training of new hires.

  • Dispatch Coordinator

    Jan 1997 - Jan 2002

  • Lead CSSR

    Jan 1996 - Jan 1998
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  AT&T / Prime Cable

  Jan 1997 - Mar 2002

  Senior Customer Care Consultant

  Promoted to this role to research and resolve issues associated with city, executive, and corporate accounts. Reported resolutions to the local cable commission. Achieved an 85% percent completion rate.Proposed and launched recurring credit card payments, after documenting that 7% of subscribers wanted automatic remittance. Collaborated with finance and legal on the project. Increased the subscriber base 15% by instituting a program to provide senior citizens with basic service at a reduced rate. Show less

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  Comcast

  Mar 2002 - Dec 2009

  Highly accomplished quality assurance and customer service manager offering 20 years of career success. Poised for a role directing a large QA or customer care organization. True value is the ability to deliver an unparalleled customer experience, by coaching agents, driving efficiencies, and defining programs to reduce calls and raise customer satisfaction, all of which will minimize expenses and drive revenue. Thrive when conceptualizing and implementing special projects that contribute to creating a center of excellence. Finesse for cultivating effective working relationships across QA, customer service, operations, finance, and legal.  Quality Assurance Customer Service Customer Satisfaction Drivers Call Calibration Continuous Process Improvement Speech Analytics Front-End Supervision Training & Development Management Development Performance Metrics Show less

  • Quality Assurance Regional Supervisor

    Jan 2006 - Dec 2009

  • QA SUPERVISOR

    Jan 1989 - Jan 2009

  • Quality Assurance Specialist

    Mar 2002 - Jan 2006
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  Dyson

  Nov 2010 - now

  As the Delivery Manager for Repair, my responsibilities encompass: • Hands-On Repair Training: Conduct comprehensive, practical training sessions on advanced repair techniques and product knowledge, ensuring technicians are proficient in diagnosing and resolving complex issues. • Customer Support Enhancement: Develop and deliver specialized training programs focused on customer support and retail customer support, equipping teams with the skills to provide exceptional service and effectively address customer inquiries. • Technician Performance Audits: Utilize monitoring forms to systematically audit and evaluate technician performance, identifying areas for improvement and implementing targeted coaching to uphold high-quality repair standards. • NPD and Repairability Updates: Provide regular updates on New Product Developments (NPD) and their repairability aspects, ensuring the team is informed about the latest product features and maintenance protocols. • Training Program Optimization: Leverage both new and existing training resources to support technician development, fostering continuous learning and skill enhancement to improve repair efficiency and effectiveness. • Repair Induction for Employee Engagement: Design and implement comprehensive repair induction programs for new hires, promoting a culture of engagement and commitment to excellence from the outset. • Cross-Functional Collaboration: Work closely with product development, quality assurance, and customer service teams to align repair training initiatives with organizational goals and customer expectations. • Process Improvement Initiatives: Analyze repair workflows to identify inefficiencies, leading projects aimed at streamlining processes and enhancing service delivery. • Documentation and Reporting: Maintain detailed records of training sessions, audit results, and technician performance metrics, providing regular reports to senior management to inform strategic decisions. Show less Maintain responsibility for analyzing the development and implementation of training strategies, programs, and processes for the effective usage of the organization’s human capital. Manage and ensure the timely completion of specific, defined multi-discipline training programs or projects of greater than average complexity and scope. Interface with functional management teams to assess training and development needs and the effectiveness of established programs. Design and develop interactive training courses for leaders and front-line employees. Design and lead the onboarding process to cultivate employee engagement; through new hire training, continuous learning and development. Show less Build a "best-in-class" quality monitoring and assessment process. That enables us to identify agent behaviors that constitute an excellent customer experience. These behaviors will reduce the amount of effort it takes for our customers to solve their problems and to have their questions answered satisfactorily, thus driving loyalty to Dyson. From this knowledge I am able to develop assessments that will measure the performance of our CES. Facilitate calibration sessions with call center leaders, that will create an environment for coaching. Show less Lead and develop a team of 22 Customer Experience Specialist and 1 claims analyst in the pursuit of excellent customer service and customer satisfaction.Manage the day-to-day activities of all team members to ensure Key Performance Indicators and productivity levels are achieved.Directly assist customers via the Dyson Helpline; assist in the effective operation of the customer service department; effectively handle all escalated complaints as they arise; motivate and inspire team to achieve objectives of the department; complete projects as assigned by the Customer Service Manager Show less

  • ASL&D Delivery Manager

    Mar 2023 - now

  • Senior Training and Onboarding Manager, Americas

    Feb 2020 - Jul 2023

  • Senior Quaity Assurance Training Manager

    Jan 2016 - Feb 2020

  • Quality Assurance Training Manager

    Jan 2013 - Feb 2020

  • Quality Assurance Training Supervisor

    Jul 2012 - Dec 2013

  • U.S CUSTOMER SERVICE SUPERVISOR

    Nov 2010 - Jul 2012