Brian Bishop's Resume

BRIAN E. BISHOP

Technical Skills:

Proficient with Word, Excel, PowerPoint, Empsx, AMTS, Total Recal Reports, Access, Real Time Display, Call Center Commander, Infoview, Nord, Extra, Nocv, Foretel, CAD, Geotel, Lotus Notes, as well as Microsoft Windows 95, 98, NT 4.0, 2000, and XP Professional.

Professional Experience:

Verizon, St. Petersburg, FL

10/2006 – 9/2007

Supervisor, Sales Support

1/2006 – 9/2007

Responsibilities include all logistical items associated with managing a group of 25 to 30 offline Verizon support and response center advocates. Provide motivation and maintain focus to exceed center objectives such as productivity percentage, maintain quality customer service through monthly quality reviews, and increase revenue generation while staying within the boundaries of absenteeism and overtime. Monitor individuals’ daily and monthly performance through regular and routine evaluation of statistics.

Verizon, Tampa, FL

10/2000 – 1/2006

Supervisor, Customer Response

10/2003 – 1/2006

Responsibilities included all logistical items associated with managing a group of 20 online Verizon repair resolution advocates. Provided motivation and maintained focus to exceed center objectives such as average handling time, schedule adherence, maintain quality customer service, and increase revenue generation while staying within the boundaries of absenteeism and overtime. Monitored individual's daily performance through regular and routine evaluation of statistics and conducting observations frequently. This success was exhibited by having a work group that historically ranked within the top three among the other teams in the Southeast VRRC.

Professional Experience (cont.)

Supervisor, Resource Management Group

5/2003 – 10/2003

Responsibilities included managing the day-to-day operation of the Resource Management Group within the VRRC. Dealt directly with advocates on scheduling related issues. Worked with the Resource

Management Team remotely to ensure service levels were achieved and obtained overtime as necessary.

Analyst, Resource Management Group

10/2000 – 5/2003

Responsibilities included proper gating, forecasting calls, secured overtime, ensuring PSC requirements were satisfied, and handled scheduling for the RMG management team as well as the advocates. Responsible for training new employees within the group as a part of the “Walk In My Shoes” program aimed at giving a better understanding of RMG's role and purpose to the organization. Maintained and updated attendance logs, providing weekly schedules and resolving scheduling concerns/conflicts. Tracked monthly schedule adherence results and distributed to management daily. Conscience of budget dollars focused on maximizing online productivity and granted surplus time whenever possible. During this time I was given the opportunity to supervise a couple of online work groups as part of a cross-developmental assignment. Duties within this assignment included review daily/monthly performance stats with advocates, provide coaching as necessary, and drive customer service.

GTE, Tampa, FL

Customer Care Representative

3/1998 – 10/2000

Responsibilities included processing and testing customer trouble reports; educate/sell customer on various services, products, features and NID/CPE isolation; investigate/escalate trouble, negotiating appointment time for field personnel; and multi-task within various systems such as AAIS and TAS. Given the opportunity to supervise a team of roughly 25 advocates and successfully increased their performance ranking. Worked as an offline advocate performing similar tasks in an offline function. Facilitated and trained new hires. Successfully passed the required testing for a Customer Zone Technician position.

Education

Lincoln Technical Institute

6/83 – 7/84

Technical/Trade School Certification, A/C, Refrigeration, and Heating

Hope College

9/81 – 1/83

Business and Physical Education studies.

Honors, Awards, and Licenses

• Awarded the Verizon Individual Excellence Award in March of 2001 for my work in RMG.

• Nominee for Verizon Individual Excellence Award in 2004.

• Winner of Verizon Idol Award in April 2004.

• Team Leader Award for first and second quarter 2004, and first quarter 2005.

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