Brandy Watters Email & Phone Number

● Develop system logic for speech analytics tools to readily identify opportunities for improved efficiencies, outcomes, and customer experience.● Create and maintain knowledge base to empower technical support teams in providing quick resolutions.● Clean and format data to provide root cause analysis, summaries, and recommend improvements● Analyze information required for the development of technical communications and documentation.

● Employ reporting metrics and development opportunities to encourage continuous growth among team of highly skilled technicians.● Collaborate with key players throughout the organization to define scope, strategy, risks and support models for new processes, initiatives, and product rollouts on a continuous basis as designated process SME.● Writer of the weekly business newsletter published on behalf of leadership.● Coordinator and content creator of Repair communication videos published organization wide 3x weekly to cover process updates, systems training, and employee engagement topics.● Generate reporting to proactively address gaps and trends through speech analytics.● Headed the creation of a service assurance group, including scope, SLAs and processes, to reduce dispatches to the field. It has since been adopted throughout the organization reducing non-productive dispatches by 9 % on average.● Orchestrated the expansion and cross training of overnight support team to provide 24/7 support for CenturyLink brand services and continuous outage reporting overnight.

● Independently train new hire data support classes in networking basics, technical troubleshooting, customer service and software applications.● Proven ability in developing training materials and innovative activities to engage trainees, improve retention and spur collaboration.● Onboard new hires and coordinate with several departments to ensure all equipment and system credentials are prepared and work properly for new hire agents.● Provide continued individual training and development during slow periods to expand employee skill sets without compromising call center service levels.

New Century, Ks

● Managed front line as well as high level management escalations effectively and efficiently while also providing support to front line agents in a complex, fast-paced and challenging call center environment.● Provided one-on-one coaching for team members based on individual temperaments, aspirations, strengths and weaknesses. The results: an over 18% decrease in the average handle times of struggling agents in a three month span as well as improved confidence, attitude and national perception survey results.

New Century, Ks

● Researched and implemented solutions for business clients’ IT and networking needs and provided regular optimization to keep computers running smoothly. ● Investigated and resolved networking, hardware, software and security issues, then recommended changes in software and network setup to avoid future complications.● Developed technical processes for the RescueIT team to improve efficiency and productivity resulting in decreased handle times and an increase in first call resolutions.

New Century, Ks

● Diagnosed and resolved any technical issues related to the provisioning of Embarq DSLAMS or servers as well as CPE and network configuration on the business’ end.● Pinpointed trouble outside of scope to the field or 3rd party network devices and dispatched or referred to the proper channels for further support accordingly.● Assisted callers in configuring and/or troubleshooting DSL feature issues, including Email, domain registration, website creation and DNS records.

Bachelor'S Degree, Business Administration And Data Analytics, 3.9

Activities and Societies: Member of the National Society of Leadership and Success

Associate Of Arts And Sciences (A.A.S.)