Technical Support Operations Manager

ASHLEY KURZ

440-***-**** ***********@*****.***

Skills Summary

Analytical problem-solver with a six sigma approach to contact center management. Supportive manager with a sincere desire to help others grow in a way that benefits the employee, the team, the company, and ultimately the customer. Experience

Transcom

Operations Manager February 2022- February 2023

Responsibilities included:

- Devising processes to boost long-term business success and increase profit levels.

-Managing 10-12 teams of 18-25 technical support advisors and one front line manager, each.

- Implementing long-term growth initiatives by developing coaching and team management strategies through workshops (instructor-led content), individual mentorship of managers and group roundtable discussions.

- Identifying and mitigating threats to KPI excellence and client requirements through development of methods for improved measurement and solutioning.

-Interviewing and hiring for Team Leader positions to strengthen the Operations team. Team Leader March 2019- Present

Responsible for managing a team of technical support advisors. Daily duties include coaching and developing team members in a variety of areas from attendance to performance management.

Technical Support Advisor August 2018-March 2019 Responsible for handling customer interactions for the client, including troubleshooting and repair facilitation.

Accomplishments

● Certified White Belt in Lean Six Sigma with practical application of a successful DMAIC targeting the customer satisfaction KPI within a virtual contact center for Transcom.

● RPF Report & VSF Guides for Team Leaders. I developed these guides to assist untenured Team Leaders with meeting COPC requirements for records keeping and to maximize the benefits of the repeat failure process for advisor performance. (Winter 2019)

● Hype Squad Member. I assisted with the creation and development of a team of support staff who were focused on positive recognition for both Advisors and support staff. (Summer 2019)

● Advisor SharePoint Site. I created an Advisor SharePoint site for a technical support

(Confidential Client of Transcom) Campaign for sharing information with our Advisors in a more effective and engaging way. (Ongoing)

● Calibration Clinic. I had the honor of holding a clinic for new Team Leads to go over the calibration and scoring process for quality standards. (Fall 2019) 2

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