Billy Bozeman Email & Phone Number

United States

Overland Park, Ks

Managed all Level 1 tickets for 95% of our client base. Launched improvements to our QA standards forticketing in order to ensure billing was correct which resulted in an increase in profits.Created documentation on all provisioning processes and detailed the variations of the processes.depending on the needs of each client. Created videos on these processes for quick reference.Was the SME for all employees on what services we provided to each client as not all clients… Show more Managed all Level 1 tickets for 95% of our client base. Launched improvements to our QA standards forticketing in order to ensure billing was correct which resulted in an increase in profits.Created documentation on all provisioning processes and detailed the variations of the processes.depending on the needs of each client. Created videos on these processes for quick reference.Was the SME for all employees on what services we provided to each client as not all clients utilized all ofour services. In this regard, I was a constant source of quick accurate information to upper managementduring sales calls with new potential clients. Influenced management and sales teams when courting newclients as to what pitfalls to avoid and what we needed to know from the client in regard to provisioningso as to give the client to best experience from day one.Managed escalations that arose from client requests that were forwarded to upper management and theboard of directors. Managed the workflow of Level 1's assigned to the night crew and was responsiblefor reviewing their work for quality and accuracy as well as coaching when needed.Trained other employees on an ad hoc basis in Level 1's. This was through a combination of training inO365 Administration, Azure AD, Exchange as well as, proprietary software such as Connectacare.Mentored Level II phone reps on proper procedures and accurate handling of provisioning-related issues.Referred potential client pain points to our Client Success Managment team in an effort to preventnegative client experiences. This effort increased two client's appreciation of our business and led to thetwo clients choosing our company when they acquired new facilities and locations, thereby increasingprofits.Decreased handle time of incoming tickets to remain below the SLA established for each client Show less

Houston, Texas Area

We provide Life, Home, Auto and Commercial insurance products to the Houston area and all of Texas

Houston, Texas Area

Licensed for Texas in Life, Home, Auto, Commercial products.

Lubbock, Texas Area

Des Moines, Iowa

Begin the resolution process of complaints filed with state governments

West Des Moines, Iowa

Assigned to work at Athene Life Insuarance and Annuity

West Des Moines, Iowa

Performed collection duties for Self Employed/Small Business taxpayers

Des Moines, Iowa

Sold Comcast Telecommunications solutions to businesses

Des Moines, Iowa

Computer Science

Majored Computer Science

Diploma, General Studies