Customer Service Technical Support

Deanna E. Boggs

**** ***** ***. ****** **** ***** Phone: 614-***-**** Email ************@*****.***

Experience Dish Network Sept 2013- Mar2024

Boost infinite Activation Concierge Group Jan 2020- Mar 2024

Initial launch team of new cell phone venture for Dish. Activation of new customer base while developing the best practice flows for incoming Boost Infinite employes to activate and troubleshoot our product while still providing the highest in customer service. Inbound and outbound calls dependent upon customer needs as well as email communication.

Case Management Oct 2017 Jan 2020

Top tier Technical Support Position. As the highest-level tech support, I would make outbound calls and provide individualized support for customers that were found to have reoccurring issues that were unable to be resolved by normal troubleshooting steps. We would take on a customer until the issue was resolved by giving white glove service throughout.

Dish Network Acting Coach Rolls Mid. 2016-Sept 2017 (GET FEB 2017-Oct 2017)

As an acting coach I oversaw Dish, Dish Certified Tech Pods, and Sling teams with the responsibility of developing the teams and team leads, tracking team progress, analyzing impactful behaviors, Playbooks, preparing and delivering one on ones, and handling Supervisor calls among other coach duties and responsibilities. With the final operations team I coached during this time they went from being ranked #24 to the #3 team in the site.

Dish Network Certified Tech Pod Team Lead 2016-Mid 2016

In this roll I have been taking the lead in directing the other leads in their day to day activities. Editing and helping to develop other Team Leads in creating the end of week reports on all the agents. I have modified the preexisting excel chart that is used to keep track of agents progress to include more information that will help make the other Team Leads more efficient such as including agent phone log in numbers. In addition I have been working to lead the team while the team coach is off on special assignment taking the lead in team meetings and making sure that all required events take place for all attendees. As well as surfing calls from all attendees and giving agents feedback on their progress on a weekly basis and emailing their individual coaches of their progress while in Certified Tech Pod.

Dish Network Certified Tech Pod Acting Team Lead CT Pod 2015-2016

In this roll I have been able and have a proven track record of being able to help develop new agents in the Tech skill through both hands-on assistance, real time observation, having agents y-jack with me while I take calls, and in taking the lead in developing many of the Team meetings used during their time in Certified Tech Pod.

Dish Network CS1/Certified Tech/Partner/Field Support/Dr. Dish/Broadband 2013-2015

Billing, Tech Support (both video and broadband) and Programing changes training and experience have led to the ability to be able to take customer to the correct resolutions being both in the best interest of Dish and the customer.

Education Greenup County High School

US Air Force avionics school 1986-87 and continuing education during my time in the service

Other Skills I have run my own businesses as well as managed businesses for other companies and held a leadership position during my time in the service. I have a diverse tech back ground working on a range of items from exotic automobiles to X-Ray and MRI machines. Previous call center experience includes customer support for a TV manufacture, American Airlines as part of their frequent flyer program, and working for Citibank in their credit card support division.

Contact this candidate