Adam Mumm Email & Phone Number

Des Moines, Iowa, United States

Des Moines, Iowa, United States

Des Moines, Iowa Area

- Manage customer training courses; including establishing curriculum, developing materials, delivery of training, and analysis of customer feedback. Maintained a customer rating of 4.7 out of 5.- Establish and deliver quality assurance program for integral Customer Support Services- Utilize quality assurance metrics to identify training needs of both individual agents and the department- Administer department and public support materials and systems- Support Product Managers by creating training documentation and soliciting feedback from users.- Given additional duties in the role of INS Webmaster from 2003 through 2011. Continued in a mentoring capacity through 2014.- Coach Customer Support Technicians (Tier I Support techs)- Mentor Lead Support Technicians (Tier II Support techs)

- Manage resources to efficiently control call volume and ensure customer issues are addressed properly- Use technical expertise to assist Customer Support Technicians in real time- Facilitate the provisioning of new call center ISP, CableTV, and Phone Company clients- Manage communications between internal and external customers promptly and accurately- Supervise customer escalations and outages concisely and in a timely manner using documented procedures- Assist in tech training program and the mentoring of new/current technicians- Maintain Technical Support applications, including design and maintenance of PHP/HTML forms, SharePoint sites, and public support sites.- Effectively utilize available resources and project management skills for development and maintenance of numerous departmental projects- Internet network abuse management

- Assist customers to achieve Internet connectivity, receiving of E-mail, and other IP related issues in an efficient, courteous, and friendly manner - Utilize email and chat support

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High School Diploma