1. VENETIA TRISCHAN
Manager, Customer Interactions Coaching Effectiveness
Boise, Idaho | (208) 363-6607
Venetia impacts front-line Customer Care agents at all DIRECTV
sites with her calibration material, coaching guides and
oversight of the Gateway performance management tool. She
and her team are continuously looking for new ways to support
agent excellence through simulation, role-playing and other
coaching tools that team leaders use to help train agents.
Venetia was able to transform the traditional function of
Quality Assurance into one of active and positive support for
front-line employees and customer interactions.
While much of her impact is delivered through computer-based
systems, Venetia relishes the opportunity to train call center
staff in person. Her energy and passion come through when she
is functioning as an instructor and sharing the tools that
DIRECTV offers to support excellent customer interactions.
“Everything I do is focused on making a difference
for people, including employees and customers."
Venetia serves as a change leader in the organization. When
the Continuous Improvement Management System (CIMS) was
introduced, she embraced the mission of improving the
customer experience and driving performance through positive
coaching interactions. She is attuned to the details of the call
center and seeks ways to improve systems as she works across
the Customer Care organization.
Always open to growth in her role, Venetia has been selected
to be part of the AT&T integrated service model team. She
brings passion and energy to this responsibility as well, as she is
committed to excellence for employees and customers.
CAREER HIGHLIGHTS
• Provides coaching tools to support agent
excellence across all call types and sites
• Served as the CIMS change leader for
Quality Assurance, Customer
Interactions and drove significant
improvements in performance support
• Selected to join the AT&T integrated
service model organization
DIRECTV CAREER GROWTH
Manager, Customer Interactions Coaching
Effectiveness; Customer Interactions
Technology Implementation Supervisor;
Quality Assurance Supervisor; Team Leader;
Coach; Customer Service Representative
EDUCATION & CERTIFICATIONS
University of Phoenix, Bachelor of Science in
business management
Leading Change with Resilience; Coaching
and Leadership Essentials; Coaching for
Results; Sailing through Conflict; Adversity
Quotient, DIRECTV
Master Trainer for Best in Class Behaviors,
NICE, Gateway