Becky Hendricks Email & Phone Number

Manage a group of 4 direct reports, who are in charge of the Performance Monitoring and Problem Management of the internal network that encompasses 22 states. Create, update, and analyze all of the Network Operations statistics, including, number of incoming and outgoing calls, number of tickets touched and tickets worked, percentage of time the Network.

Manage a group of 15 to 20 Internet Support Representatives. Create a minimum of 4 call monitoring documents per month, per representative, to ensure representatives are doing a good job. Keep track of pertinent statistics, including calls taken, average handle times, sales, adherence, and advise representatives of their status. Representatives reporting.

Take 30 to 50 incoming calls daily from Customer Service Representatives, customers or Sprint, regarding phone orders. Contact 10 to 20 customers daily to have them complete Third Party Verification for ported phone orders. Keep track of orders worked in Remedy, spreadsheets, and TAC database. Meet or exceed call goals.

Take 40 to 60 incoming calls from Mediacom customers daily, regarding internet service, phone service, email, browsers, outages or other various reasons. Troubleshoot connection problems or computer problems. Advise customers of resolution. Maintain call goals including 10 minute talk times and after call work of 10 seconds or less. Consistently exceeded.

Master, Business Administration

Bachelor, Business Management With An Emphasis In Information Technology