Brian Dowd Email & Phone Number

Houston, TX, US

• Worked over the phone, in email, tickets or chat to resolve escalated issues to preserve customers.
• Managed 9 to 16 Technicians - conducted evaluations, coaching, discipline, and terminations.
• Reviewed phone, chat, and ticket content and statistics for purpose of scheduling, queue management, quality control, and hiring new technicians.
• Worked closely with supervisors and mangers of other departments to insure customer satisfaction.
• Created process and procedure to assist in minimizing response times in tickets.
• Developed internal knowledge base for the use of technicians on staff.