Pros
The training was excellent and Bill Howard does a great job organizing that part of the Ooma program. Bill is a manager who you can talk with regardless what the issue is. He always is there to listen and empathizes. I don't think I've every heard anything really negative from Bill. I would call Bill a "voice of reason". Kareem is a Master Sales Person and can retain customers by providing solutions to the clients. He has trained with an open heart and understands what each employee is going through. He often dives in himself and takes care of business. Kareem is the brains of the family as he's extremely smart and articulate. Kareem is a more quiet manager which is very comforting in a loud and sometimes intense call center. Roy is the Master mind of the group and Ooma revolves around him. Any good or bad that happens to Ooma as a company, Roy would be the responsible party. The nice thing is that I think he would probably agree. This is a man that gets to work at 3:30 a.m.everyday and stays sometimes to late in the night. He's working on weekends and....well, basically...all the time. Roy never really leaves Ooma. I don't know how his wife and family deals with it but the employees at Ooma really respects him because not only does he have the knowledge but he works harder than everybody. He puts a great spin on educating the rest of us and treats us like a friend...but we all still respect him as a manager. I think this is a problem with many companies these days but Roy is not that person. He really likes each individual at Ooma and roots for every employee everyday. I miss Ooma. I hope the best for the company and hope one day to come back and visit. Who knows....maybe they'll take me back one day if I return from Southern California.
Cons
More meetings and more team building exercises. A meeting should be held every week with all the reps, management in the back, tier 2 or 3 in the front and the rest of the CS reps in the field. This should be an open meeting where everybody shares their experiences and asks questions. Each individual should be taking notes and learning from these meetings. I know it's tougher than said as we can't have nobody on the phones so we could have these meetings but it'd be nice if we found a way.
