Oversee and manage the performance of department supervisors and team leaders. Set and maintain productivity, quality, and policy standards. Ensure client calls and requests are processed timely and accurately. Analyze call center metrics, service levels, and other key performance indicators and recommend initiatives to improve performance. Assist the company plan and preparation for growth through developing process efficiencies and technological advancements.Developed a streamlined process for customer resulting in a better customer experience; created queueAssisted with developing a soft touch program with new hires resulting in efficient changesCreated Net Promoter Score, a program increasing NPS by 11% within the 2nd quarterCreated attendance program to assist with shrinkageAssisted Leadership with training improvement and development of associates Received GROW Model Leadership TrainingAssisted with budget discussions for Operations An active member of the Employee Resource Group, contributing to the following programs; Mentor/ Mentee, and Toastmasters

Oversee and manage the performance of department supervisors and team leaders. Set and maintain productivity, quality, and policy standards. Ensure client calls and requests are processed timely and accurately. Analyze call center metrics, service levels, and other key performance indicators and recommend initiatives to improve performance. Assist the company plan and preparation for growth through developing process efficiencies and technological advancements.Developed a streamlined process for customers resulting in a better customer experience; created queueAssisted with developing a soft touch program with new hires resulting in efficient changesCreated Net Promoter Score, a program increasing NPS by 11% within the 2nd quarterCreated attendance program to assist with shrinkageAssisted Leadership with training improvement and development of associates Received GROW Model Leadership TrainingAn active member of the Employee Resource Group, contributing to the following programs; Mentor/ Mentee, and Toastmasters

Managed complex technical projects, including project planning, execution, timing, functionality, quality control, and budgeting. Coordinated problem-solving efforts between customers and field service personnel. Provided software support, investigation, and analysis of production problems related to assigned products.Utilized expertise and leadership skills directing team members and resolving issues, ensuring project goals and requirements were met. Recognized by management and received the “Spot On” Award for significantly improving customer service for high-risk customers. Selected to analyze long-duration and closed tickets, determining root causes. Results and recommendations were presented to senior management for process improvements and enhancements.Authored and implemented 3 technical processes, allocating appropriate resources for investigative projectsCompleted 6-week Project Management Class training in Project Management Body of Knowledge (PMBOK), enhancing project

Answers telephone and written or Internet-based inquiries of a technical or complex nature from customers regarding company products. Primary support related to external clients but may also assist/advise internal clients. Analyzes non-routine problems with nonfunctioning electro/mechanical equipment or software applications to identify the problem area(s) and recommendcorrective action. Regularly requires deviation from standard screens, scripts, and procedures. Maintain Customer's records of problems so that they can be reported to product development for further assistance. Offered technical support for customers facing challenges with products or services in a call center environment. Maintained record of client problems and reported to product development for further assistance. Awarded “Spotlight Award” for investigating and resolving customers' issues, ensuring customer satisfaction and retention. Resolved guest complaints, utilizing customer-oriented problem-solving skills.

Provided full lifecycle care for Government accounts under the Enterprise and public sector for wireless and wired lined customers. A multi-incumbent position, Serves as single point of contact to large, complex customers with complete ownership and accountability for matrix management of the customer lifecycle, from customer acquisition through billing activation across the product portfolio. Implemented projects with 90% successful turn-upsImplemented new processes and systems resulting in improved customer satisfactionSuccessfully, organized weekly conference calls and circulated spreadsheet providing status reportsMet and exceed billing requisitionsDeveloped a reputation as an efficient service provider with high levels of accuracyMet and exceeded Corporate goals and objectives, maintaining 80% and above

Provided engineering services and project management functions required to develop and implement non-complex network plans. Managed the Northeast regions; with full responsibility, for ordering Mobile Switching office equipment. Established and worked with outside vendors. I provided operational support for the service delivery of all Sprint Data products including GMPLS, IP, DSL, ATM, and Frame Relay.Recognized for attention to detail; saving the company money on Mobile Switching office equipmentDeveloped new processes delivering improved customer satisfactionTrained on other duties to align strategies with the company’s needs

Monitored and provided pro-active network element status and health checks as part of normal surveillance activities. I provided technical support, training, and guidance to junior or lesser experienced technicians. Maintained audit logs and turnover for shifts to make sure that accuracy of data is valid and outstanding issues are documented. Works to develop and implement network management tools and processes to improve the NOC capabilities, and to ensure quality service levels across all markets. CDMA/iDENRecognized as a Subject Matter expert, on VMS, SMS, and SS7 signaling routes for experience and quick resolve on network issues.Recognized for effective customer satisfaction; earned the “Job well Done” Award

Retrieved appropriate information from the Remedy database in order to test circuits. Remote sessions into the Central offices, troubleshoot problems with circuits. Performed cooperative testing with Verizon techniciansOpened trouble tickets with the RCMC and maintained database. Knowledge in TCP/IP, DSL, networking and Frame Relay.

Performed Loop test duties, remotely to identify and interpret test results to ensure integrity of ISDN/ADSL installation.Managed Northern VA Region field service technicians and workload daily thru WFA system and performed administrative duties, data entry, and phone coverage.

Programmed and maintained digital/alpha numeric pagers for nationwide accountsManaged 250 sales representative in 10 Western StatesProcessed, programmed, produced, and issued phone numbers for frequency pagers for 100+ customers

Received Criminal Justice degreePrepared Military Police reports including sworn statements and processing evidenceApplied crime prevention measures, responsible for law Enforcement and Security investigationEnforced Law and order, exercised Military control and disciplineParticipated in civil disturbances and riot control operations