Patience%**Rodak v

PROFESSIONAL EXPERIENCE

Ashton Carter for Bay Alarm

****-****

Service Router

+ Route calls to techs

+ Answer inbound calls

- Send out ticket information for next day to techs

+ Communicate with team via rocket chat and email

Bay Alarm Company Concord, CA

2019-2022

Service Router Supervisor

+ Supervise train, and evaluate assigned staff

+ Evaluates employees work, prepares and conducts appraisals.

+ Coordinates cross training with other departments

+ Supervise and monitor calls to make sure staff are providing

excellent customer service, following scripts, and using proper

tone.

+ Handling employee time cards in ADP as well as employee

documents

+ Issues coaching and disciplinary documents after reviewing with

employees

- Attend management zooms and trainings via zoom

+ Track data via excel for employee stats monthly for average call

time, inbound calls, outbound calls, adherence, qa scores, and

time in aux.

+ Making a direct plan to develop employees to work toward their

career goals.

+ Monthly one on ones with employees to review stats and set

goals

Bay Alarm Company Concord, CA

2015-2019

Service Router-Lead

+ Answer inbound calls scheduling service appointments while

maintaining our answer speed and max delay Closing out

tickets and taking payments

+ Routing calls to techs in intergis as to where they can see them

on their app

+ Multitasking handling the routers inbox while taking calls

booking tickets and routing

+ Helping train new employees in our department and creating

training materials

Contact this candidate