In her second year as a Planning Committee member, Robin Hector lives and breathes customer service as a senior call center supervisor at BGE, an Exelon Company. There, she leads, supports, motivates, trains and develops a team of agents who provide premier customer experiences. She monitors performance to ensure performance metrics and operational efficiencies are met. With 15 direct reports, Robin is busy. “The performance measure I’m most proud of for my team is First Call Resolution,” she explained. “We work hard at ensuring we address our customer’s needs the first time.” She added, “My boss, the Customer Care Manager, knows my team and I are doing well by our customers by looking at our performance reviews, our team engagement and through recognition from peers, team or others.” Her assignment to the Contact Center Workshops track and Deep Dives category fits like a hand-in-glove with Robin’s skills and experience.
“When not at work, I operate a small home baking business. I enjoy anything creative like crafting, drawing, antiquing and decorating. I love listening to jazz or classic R&B and pop music because I don’t ‘get’ most of today’s music. I also love researching our family’s history and genealogy and volunteering in the community. I get to share all these passions with my family in South Carolina when I go ‘home’, most recently to celebrate my mom’s 83rd birthday!” – Robin Hector |
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