Aritcis Mark Deas Email & Phone Number

Jacksonville, Florida Area

Jacksonville, Florida Area

Managed a team of technicians / engineers responsible for the Global Contact Center and administrative voice infrastructure, supporting more than 150 customer contact service and data centers in 31 countries and 125,000 employees worldwide.• Management of a team of telecommunication technicians/engineers .• Support of voice communication systems in a large call center environment across multiple sites (40). • Design and maintenance of voice infrastructure, documentation, standard setting and process flows. • Provide direction for senior engineer around design and documentation of voice systems. • VOIP/SIP telecom support• Budget and financial forecasting and monthly review • Work with vendors and vendor contract review. (Avaya, Nortel, AT&T, MCI, Sprint, HP, Dell etc.)• On call responsibilities for problem analysis and resolution. ** Concentrix acquired Convergys in October 2018**

Jacksonville, Florida Area

Managed a team of technicians / engineers responsible for the Global Contact Center and administrative voice infrastructure, supporting more than 150 customer contact service and data centers in 31 countries and 125,000 employees worldwide.• Management of a team of telecommunication technicians/engineers.• Support of voice communication systems in a large call center environment across multiple sites (40). • Design and maintenance of voice infrastructure, documentation, standard setting and process flows. • Provide direction for senior engineer around design and documentation of voice systems. • VOIP/SIP telecom support• Budget and financial forecasting and monthly review • Work with vendors and vendor contract review. (Avaya, Nortel, AT&T, MCI, Sprint, HP, Dell etc.)• On call responsibilities for problem analysis and resolution.

Jacksonville, Florida Area

Supervised, approximately twenty plus technicians and contractors in support of desktop computers, local servers and local phone systems across more than 35 call centers. • Direct supervision of approximately twenty plus technicians and contractors. • Installation, maintenance and repair of voice system and desktop computers in over thirty five call centers. • Basic server support and users administration.• Definity G3R, Windows 3.1, 95 and NT • On call responsibilities for problem analysis and resolution. • Member of the site emergency response team.

Jacksonville, Florida Area

Directed a team of 3 technicians that provided support for computers and application for some 250 users, along with managing local building facility. Lead a second team of 11 clerical team members who supported back office work and agent scheduling. • Computer and application support for 250 users. • On-site support for both voice and data hardware and software. • Opening and supporting of trouble tickets, and advises users on work arounds. • System and user tracking and performance reporting. • Perform call routing for two call centers (one 24 hours and the other 8am to 5pm)• Provided support for building facility (air, cleaning, lights, moves, etc.) • Force monitoring and scheduling of over 200 associates answering over 200,000 inbound customer calls per month.• Maintain excel workbook for forecast call volumes, track historical call data, and generate accessibility results reports. • Provided leadership and direction to a clerical staff of 11.

Jacksonville, Florida Area

Supervised, develop and motivate a team of 15-20 customer representatives answering customer calls with billing and repair questions. • Supervise, develop and motivate a team of 15-20 customer representatives. • Proved individual and team performance feedback in the areas of sales, customer service and productivity. • Set performance objectives based on individual goal setting sessions to align with company goals. • Set up performance improvement plans as needed. • Perform disciplinary action as necessary. • Handle union grievances. • Interface with multiple contacts (Corp Office Staff, Labor Relations team and Corporate Security)

Jacksonville, Florida Area

• Training of managers and customer representatives on the handling of customer inquiries relate to billing, collections, and installation of phone equipment.• Training on the use of company computers and applications.• In between training classes relieved for line managers to aid with customer representatives development.

Jacksonville, Florida Area

• Handling of customer inquiries related to repair, installation, and billing on customer phone.• Filled in for manager as needed.