I am a highly flexible and motivated individual with a strong desire to deliver comprehensive and consistent Customer Contact Center needs. I am self-directed and display good sound judgment in decisions while possessing extremely strong oral and written communication skills. I am looking for a balanced work life experience as well as collectively contributing to teamwork efforts resulting in optimum outcomes founded on integrity and respect. I have a proven ability to lead effective and productive teams and proven ability to effectively develop and guide direct reports. Additionally, I have a strong ability to work under pressure and accurately manage competing priorities.
Network Control Manager - AT&T Mobility, LLC - 12/2009 – 10/2016
*Led teams in Monitoring Key Performance Indicators (KPIs) to maintain a high quality of service going to millions of customers
in 20% of my day-to-day functions. Performed daily huddles keeping employees aware of previous day’s performance and expected goals.
*Worked with peer leadership teams to coach, mentor, and train employees to carry out the company’s vision.
* Worked with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and inter-departmental partnerships. Directly implemented changes as needed.
*Advised subordinates on handling difficult customer complaints or handled complaint call personally. Serves as point of contact for escalated transactions requiring advance expertise to resolve complex or technical customer issues and ensured timely follow up and customer satisfaction. Managed agent WTD, QTD, and MTD metrics and held agents accountable to company expectations.
*Provided the post-mortem documentation and metrics while reporting incident and recommendations updates effectively to all levels of management as required based on Reason, Record, and Circumstances to actively resolve conflicts on a daily basis at 10% of time spent.
*Continuously coached teams in updating trouble tickets and proper handling of customer complaints per SOPs and workflow charting.
*Conducted quality assurance checks on calls and repair systems documentation to ensure an excellent experience for our customers and agents. Monitored, scored, and professionally delivered quality reviews on all employees at 20% of time spent. Held direct reports accountable for achieving quality, productivity and performance targets.
*Collaboratively worked technically with employees who communicated with customers, end users, and vendors to bring effective resolution to business problems and customer concerns at 20% of my time routinely while conquering roadblocks to successful work flows.
*Accomplished team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and motivating employees; coordinating, and enforcing system policies, procedures, and productivity standards in 15% of time spent.
*Monitored and maintained compliance with Client Service and Service Level Agreements in 15% of my daily activities.
Project Coordinator - BellSouth Telecommunications – 8/2007 – 12/2009
*Coordinated with internal, external, and vendor departments to ensure proper installation and troubleshooting were being executed and tested correctly at 20% of job my requirements. Coordinated network changes and repairs between IT, Maintenance departments, and business stakeholder end users effectively.
*Consistently used certified Six Sigma Green Belt project management skills. Displayed Customer Rules per AT&T policies in all facets of assigned work in 10% of my day-to-day duties.
*First point of contact for assigned projects and worked with minimal supervision while being responsible for making quick and accurate decision at times when information may have been minimal and tension may have been high at 35% of engagement during this job assignment.
*Readily adapted to swift program changes, developing the skills in proactive critical thinking and problem-solving to resolve customer affecting issues in 10% of activities.
*Interfaced with IT and Help Desk management peers in to bringing about complete resolution to Network Operation Center failures and move, add, provisional changes and to further streamline and upgrade Standard Operations towards reducing manpower through automation and process improvement opportunities at 15% of daily activities.
*Spent 10% of time documenting project problems encountered and techniques used to help in future prevention of reoccurrence as a reference.
Escalation Manager – BellSouth Telecommunications
*Monitored Service Level Agreements (SLA) and Mean Time to Repair (MTTR) metrics for employees and departmental commitments to business customers at 20% of total responsibilities in the Customer Service Business Call Center.
*Assigned and monitored ticketing processes to employees to review, coach, and discipline, regarding time metrics, repeat, resolution, rates, and quality control at 20% of my total responsibilities.
*First point of contact for long-term problems and complaints especially with irate and sensitive business customers while engaging all necessary departments for a complete resolution and future prevention of incidents in 20% of my assigned work.
*Continuously monitored the work process for standards adherence, application improvements, and automation process opportunities at 30% of my total responsibilities.
*Reported to all levels of management as well as provided supporting post-mortem documentation of problems as required at 10% of duties.
Special Services Call Center Supervisor - Bellsouth Telecommunications – 3/1998 – 9/2006
*Managed up to 16 high-level testing and electronic technicians in fast-paced Business Repair Call Centers using the MSOC and BERT methodologies to accurately project and coach on trending employee performance issues and improvement of customer service initiatives in 20% of my assigned duties.
*Conducted daily huddles presenting the previous day performance, company news, and expected goals in 5% of daily activities.
*Interactively led employees to correctly manage testing of digital, wireline, and wireless circuits to prevent outages and service interruptions at 25% of my day to day routine. Ensured customer transactions were addressed in a timely and professional manner; monitored associate productivity and service levels for quality; efficient allocation of resources; managed daily phone coverage, schedule adherence and attendance and managed change.
*Used SharePoint server programs to schedule vacations, house standard operating procedures, work flow charts, and projects. Responsible for making sure that employees were adequately trained and received all resources needed to achieve high performance objectives in 15% of my daily activities.
*Analyzed MTTR, WTD, MTD, QTD and SLA metrics for coaching opportunities of agents to optimize customer service delivery objectives in 15% of day-to-day duties.
*Managed employee attendance, vacation, coaching, development, work scheduling, and the disciplining of employees through documented step processes and SMART Action Planning at 20% of day to day activities while additionally determining and monitoring work and break schedules.
*Interfaced with Human Resources regularly to assist in keeping department in compliance with EEOC and OSHA regulations.
*Negotiated Bargained Agreement adherence presenting the company's policies and had impacting departmental input on hiring and termination decisions as well as providing the associated supporting paperwork for documented legal support.
National Louis University – Bachelors of Science, Arts, and Organizational Development
Degree date was 2000
National Louis University – Masters of Science in Business Development and Human Resources
Degree date was 2002
*Six Sigma Green Belt, Bellsouth Telecommunication, 2009
*Interfaces well in a team environment or as an individual contributor with a sense of urgency and ultimate integrity.
*Proficient use of Microsoft Office Suite, Power Point, Excel, Word, SharePoint, ATS and REMEDY ticketing systems.
*Positive Attitude and the Ability to motivate and mentor others in the company’s visions and goals.
*Interpersonal and Discrete.
*Observant and Analytical in management and troubleshooting techniques and methodologies.
*Team Player who easily learns from peers and employees.
*Quick Learner to grasp new concepts, training, and accepted standards.
*Great Listener who thinks creatively and out of the box.
*I am able to work in a 24 x 7 environment on various shifts and on-call.