Brandy Monroe Email & Phone Number

• Founded business based around demand for unique Disney inspired accessories.• Design and handcraft all products.• Manage day-to-day business operations including marketing, billing, all customer contact, packing/shipping, record keeping, and constant evolution to increase efficiency.

Syracuse, Ny

Technical Support Supervisor Jan 2014 - Dec 2018 Verizon Syracuse, NY • Led a team of twenty technical support agents in a unionized call center environment.o Provided leadership to both direct and indirect reports in the development and implementation of strategic plans to ensure outstanding customer service around fiber optic technology. o Responsible for promoting and influencing a positive culture of highly engaged employees.• Coached and developed agents to exceed KPI’s including average handle time, productive dispatches/dropships, 5 Star Service Delivery, first time resolution, adherence, and attendance.• Facilitated team meetings and informational training sessions on a weekly basis.• Center SME for internal escalation department; 90+ indirect reports.o Developed and delivered all training material for new escalation specialists. o Developed and deployed multiple SOPs as escalation processes evolved. o Collaborated with the union to design a new scheduling/backfilling process that resulted in a 50 percent decrease of related grievances. Developed and delivered training to management team regarding new scheduling process.• Performed Quality Assurance (QA) observations on live calls/chats, recorded calls/chats, and trouble tickets. • Participated in national calls with cross functional departments to improve process efficiency and collaboration with external departments.• Administered company attendance policy in accordance with FMLA, ADA, NYPFL.• Submitted payroll and time-sheet exceptions for direct reports.• Monitored 200+ agents in workforce manager and entered exceptions in IEX.• Wrote and delivered mid-year/end of year employee reviews.• Handled employee relations, investigatory meetings, discipline delivery and attended grievance hearings.• Involved in new hire process.o Conducted final SAR interviews and collaborated with peers to determine who would be job offered.o Oversaw onboarding of all new hires reporting to me.

Syracuse, New York, United States

• Technical support of fiber-optic hardware, equipment software, and end-user software.• Responded to customer inquiries regarding Verizon FiOS voice, video, and data services. Used test equipment to determine network or equipment related issues and walked customers through on-site troubleshooting.• Worked internal help desk where I used my expertise to assist peers with difficult calls.o Worked offline repair tickets to completion.o Followed up with field technicians and customers on dispatch tickets.• Documented all customer contacts in proprietary CRM software.• Created trouble tickets to other departments and dispatched field technicians when required.• Exceeded all KPIso Recognized monthly for exceeding performance goals and ultimately promoted to a leadership role.

Bachelor'S Degree, Psychology

Graduated Cum Laude

Anatomy And Physiology, 4.0

pre-requisite class for BSN program

Organic Chemistry, 4.0

pre-requisite class for BSN program

Bachelor'S Degree