Customer Relations Manager: Technology  -  Customer Experience  -  Team Development  -  Talent Acquisition  -  Remote Management

Banner Elk, North Carolina, United States

My Duties as a Customer Experience Manager start by being a point of contact for my team of agents. I operate as a remote manager and my team spans 5 different states across 3 time zones. I am responsible for my teams professional development, evaluations and performance.  I conduct regular 1:1's and team meetings to ensure my agents are engaged and prepared to execute their jobs efficiently and to reinforce department best practices and deliver the vision of the Support General Manager and Leadership team. I also help to develop and coach out Senior Support Agents charged with assisting our entire support team with their day to day questions and escalating large scale tech issues. My role requires me to have a broad and detailed knowledge of all aspects of CE Broker in order to effectively solve a variety of challenges that we encounter. This requires me to maintain regular communication with different departments such as Software Quality Assurance, Software Development and Partner Success. I share the responsibility of recruiting new talent which involves application review, initial interviews, onboarding and training.  I also take the time to create training modules to make the new hire training process effective and use these to also periodically refresh our existing  team.

Derek Gomes