Laura Ratliff

Team focus and duties revolve around the key knowledge of state laws and regulations to ensure our large client base operates their businesses within legal boundaries, following all state and jurisdiction rules.

• Streamlined operations by identifying inefficiencies and implementing process improvements.
• Assessed performance gaps within teams by conducting regular evaluations to identify areas requiring additional training or coaching interventions for optimal results delivery outcomes within deadlines set forth by corporate mandates.
• Facilitated change management efforts during organizational transitions for seamless integration of new systems or policies.
• Manage performance, morale, and growth of thirteen direct reports.
• Oversee my reports client portfolios to ensure we are keeping our large volume clients compliant (examples – Amazon, Disney, Exxon, Xfinity)
• Presentation and Job Aid development for new processes, policies, and tools
• Partnering with other departments on training initiatives to drive awareness of all policies and processes
• Monthly development and facilitation of executive presentations for SLT to discuss client escalations, process gaps, and revenue goals.
• Development and facilitation of weekly Workgroup meetings
• Daily monitoring of adherence, AHT, and Service Level to ensure we are readily available to always assist clients.
• Management of the team’s payroll, leave claims, and time off to ensure proper staffing to volume and business need.
• Monitor and manage monthly reporting to include volume, risk, and SLA.
• Bi-Weekly coaching with direct reports in effort to drive success in our KPIs, discuss continued career development, and set SMART goals.
• Upkeep of the department’s SharePoint site which houses to ensure all policy and process documents are updated for each states and jurisdictions compliance
• New process and policy design and implementation
• Development and launch of the department’s first KPIs.
• Development and launch of the department’s first Quality Program
• Development and launch of the department’s first Career Progression Program for CSRs
• Responsible for department hiring and retention of employees.
• Head of the Engagement Committee who plans, provides, and executes monthly activities that bring colleagues together to build new relationships, share meaningful activities with their peers, and drive overall building engagement.

Team focus on corporate escalations filed with the Better Business Bureau and FCC

• Responsible for the support, development, motivation, and coaching of 15-20 direct reports.
• Supporting a culture of positive customer experience by handling customer escalations and survey feedback with care and commitment to resolution
• Frequent call review and account analysis to determine the root cause of customer complaints.
• Executive summaries of corporate escalations
• Budget and incentive management
• Management of my team’s payroll, leave claims, and time off.
• Ongoing development and ownership of running project plans to include deadline management.
• Led and supported department and company initiatives.
• Redesigned and relaunched Comcast’s Escalation Chat Support structure, to ensure a highly engaged, inclusive, and effortless process for our Inbound agents to receive assistance in critical moments for the customer.
• Monitored and managed monthly reporting to include volume, risk, and SLA.
• Development and facilitation of Power Point presentations for the department, to read out and report on monthly SLA and KPIs
• Weekly coaching with direct reports in effort to drive success in the company KPIs, discuss continued career development, and set SMART goals.
• Regular quality review of agent interactions
• Daily monitoring of CMS, RTA, and Aspect to ensure agent compliance with scheduling needs.

• The frequent use of EOne, Remedy, and CSG to conduct root cause analysis and post-mortems of corporate escalations.
• Deep dives and RCAs conducted to help identify process breakdowns in communication and policies, as well as the review of rudeness complaints.
• Held post-escalation meetings to report on findings and data collected during RCA findings.
• Assisted departments across Northeast Division in measuring the quality of customer interactions and ensuring agent compliance.
• Led monthly call calibrations with Supervisors to ensure scoring accuracy.
• Trained new call center employees on Comcast’s call scoring system and quality expectations.
• The creation and facilitation of refresher training content for tenured agents
• Assisted in the launch of Comcast’s newest Quality Program
• Partnered with Region Supervisors to ensure effectiveness during agent coaching sessions.
• Assisted Supervisors in creating best practices as it pertains to using the COACH tool, prepping for coaching sessions, and coaching effectiveness.

• Worked with Priority and VIP customers ensuring one call resolution.
• Provided technical assistance, as well as bill and service review.
• Utilized best practices to analyze and research customer problems and follow through until the appropriate resolution was reached for the customer and the company.
• Partnered with other high potential agents to provide floor support to the Priority Department
• Assisted Supervisors in handling escalations pertaining to billing questions and concerns, via ER ticket call back.