Customer Service Call Center
Resume:
CHRISTOPHER MEDAUGH
**** ****** ****** **., ** Paso, TX 79911-2241
Phone: 505-***-****
Email: ad5mbw@r.postjobfree.com
Objective
Highly motivated and detail-oriented IT Professional with 24 years of distinguished experience in installing, maintaining, and troubleshooting communications systems for the United States Air Force. Skilled in training, supervising, managing, and evaluating personnel on Satellite Communications, RF test equipment, and network operations. Demonstrated success in quickly learning and mastering new systems, databases, and emerging technologies. Proven track record of assuming increasing levels of responsibility across customer service, sales, business development, and relationship management. Adept at managing multiple responsibilities, efficiently resolving issues, and consistently surpassing established goals within fast-paced, high-volume, time-sensitive environments.
Ability Summary
Team player demonstrating a high level of energy, accuracy, and thoroughness, an accomplished leader and mentor with strong technical, managerial, and supervisory skills who provides exemplary customer service and determination to meet and exceed organizational mission objectives.
Employment History
11/2023 - 04/2024
Call Center Supervisor
Datamark, Inc., El Paso, TX
●Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
●Trained team members on performance metrics and consumer behavior identification.
●Developed process controls and metrics for daily management of call center.
●Enhanced team performance with consistent coaching, feedback, and development opportunities.
●Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
●Reduced average handling time through the implementation of effective call handling techniques and scripts.
●Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services
03/2022 - 11/2023
Customer Service Representative / IT Support
Texas Workforce Commission, El Paso, TX
●Learned and enforced Texas Unemployment law.
●Received over 1000 phone calls and took claims for the entire state of Texas.
●Meticulously documented hundreds of cases for claimants.
●Key Contributions & Accomplishments: Zero findings on any calls in the time I was employed.
●Perfect record and hand-picked 6 months early to attend the next level of training to take on higher skilled positions within the commission.
●Assisted with the call center tech upgrade.
●Upgraded 240 systems for entire call center.
10/2019 - 09/2022
Incident Management / Call Center Manager
U.S. Air Force, MacDill Air Force Base, FL
●Charged with the investigation and diagnosis of all Network incidents, service requests, changes, and problems assigned to the team, documenting findings in service now and reassigning to appropriate groups where required.
●Proficient in enterprise-grade technologies, including security devices, network engineering, operating systems, databases, and applications and their security settings and configurations.
●IT Industry Knowledge: Leveraged comprehensive knowledge of the key directional trends and emerging technologies in the IT industry, including knowledge of the key vendors, their strategic and tactical plans, and internal/external advisory services.
●Ability to use appropriate tools and techniques to plan secure resources for managing, assisting and ensuring the progress and ultimate completion of designated projects; effectively manage time and resources to ensure that work is completed efficiently.
●Key Contributions & Accomplishments: Laid groundwork for improving the integrity and availability of the secure mission systems for 2 Command, 2 Wings, 31 mission partners, and 19K joint warfighters, developed work order tracking procedures, and oversaw the resolution of all tickets supporting 27 Squadrons Implements and enforced all cybersecurity policies, procedures, responsibilities, and network access using the guidance within applicable instructions, policies, and specialized publications.
●Mounted strategies to run diagnostic tools, isolated faults, and determined the root cause of software and security faults on MacDill's $128M network infrastructure, supported 4.2K users, 19K phone subscribers, and greater than 5K network devices, managed all downward directed network patching and updates.
07/2018 - 01/2019
IT Project Management/Resource Advisor
U.S. Air Force, Muwaffaq Salti Air Base, Jordan
●Eliminated long-lead items from local vendor; slashed delivery by 50%.
●Saturated 6 buildings with command, control, communications, computers, and intelligence from 5.8K.
●Operation Inherent Resolve Missions Aligned the organization for growth in a 5-yr Wi-Fi contract.
●Secured a 40% speed upgrade and saved $780K, boosted morale for 1.8K warfighters, and was responsible for all IT projected on the installation to include the locations transition to a long-term base location.
●Designated to work with remote resources to install the hardware, procured hardware, managed the budget, and reported status updates to upper management.
●Key Contributions & Accomplishments: Authored 1st ever squadron budget, secured $4M fallout funds for FY19, and eliminated FY20 $1M budget shortfall.
●Synced 5 organizations with drone Ground Control Station linking secure communication and doubling capabilities for 1.8K MQ-9 Reaper missions.
●Expedited wing command, control, communications, computers, and intelligence resiliency project by eliminating a single point of failure for the $25M network, led 14 Central Commands development efforts.
●Managed $6.7M equipment and transitioned from a bare camp to fully mission capable expeditionary air base in 8 months.
04/2013 - 01/2016
Mobile Ground Systems Coordinator / Quality Assura
U.S. Air Force, Kirtland Air Force Base, NM
●Leveraged experience in augmentation effort by bolstering $6B space network and restoring operations in under 4 months, 8-person team was awarded Team of the Quarter for 1Q 2018.
●Proficient in grounding theory, cable making, soldering, schematic reading, and corrosion control processes, streamlined mobile antenna training program decreased training time by 50%.
●Assigned to maintain templates, develop reports, and ensure that the overall process was well-organized and had a seamless flow.
●Assembled and led evaluation teams; conducted managerial and Staff Assistance Visits on 11 maintenance work centers Conducted facility-level quality of care evaluations, provided recommendations for quality improvement, and facilitated quality improvement projects.
●Key Contributions & Accomplishments: Spearheaded Multi-billion dollar national, joint, and combined-level space launch, on-orbit, and R&D missions.
●Supervised and mentored 15 technicians in the satellite communications work center Deployed 7 teams and 33 personnel over 271-day period, also mobilized $11M test and evaluation assets with no Command and control or support failures with a 100% mission success rate.
●Team Chief, operated and maintained communications system valued at $3M in support of Air Force Space Command, NASA, and SpaceX launch and testing operations.
Education History
Electronic Systems Technology
Associate's Degree
Community College of the Air Force, Germany
Occupational Licenses, Certificates and Training
02/2021
ITIL Foundation Level 1 Course
U.S. Air Force
05/2016
Cyberspace Support Quality Assurance Procedures Course
U.S. Air Force
07/2014
Ground Multiband Terminal Training Course
U.S. Air Force
10/2013
Microsoft 365 / SharePoint Course
Microsoft
Detailed References
Robert Skowronski, Senior Squadron Chief
U.S. Air Force
ad5mbw@r.postjobfree.com
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