Chad Campbell Email & Phone Number

Macon, Georgia Area

Macon, Georgia Area

Macon, Georgia Area

* Responsible for overseeing all aspects of the 24x7x365 Network Operations Center; including incident response and trouble repair.* Oversee the hiring, training, and performance management of a 12-person NOC with a yearly Operation budget of $780K*Responsible for the operation of a 1000+ Node core and distribution network consisting of: MetaSwitch softswitches and gateways, Cisco routers and switches, Zhone, Calix and Adtran BLCs, Motorola & Ubiquiti Wireless Radios* The network… Show more * Responsible for overseeing all aspects of the 24x7x365 Network Operations Center; including incident response and trouble repair.* Oversee the hiring, training, and performance management of a 12-person NOC with a yearly Operation budget of $780K*Responsible for the operation of a 1000+ Node core and distribution network consisting of: MetaSwitch softswitches and gateways, Cisco routers and switches, Zhone, Calix and Adtran BLCs, Motorola & Ubiquiti Wireless Radios* The network supports over 100,000+ users, ranging from POTS and T1 to Ethernet & Wireless Broadband.* Develop and maintain network performance metrics, that are reported to the senior management team. These include network availability, per-agent productivity, churn level %* Ensuring prompt incident escalation, bringing a customer service focus to the NOC & ensuring that the NOC agents are engaged in complex customer technology repair efforts* Oversee test & turnup of any new collocations, which spans over 1000 CO's and 15 states.* Maintain a relationship with our vendor management to ensure proper support for the equipment that we utilize in the collocations. Show less

Macon, Georgia Area

• Motivate a team of Technical Support Reps through performance coaching, career planning and setting educational objectives. • Participate in quality calibration and validation sessions. • Resolve employee issues and act as the employee advocate when dealing with HR or departmental processes. • Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting, and employee engagement. • Facilitate customer resolution for… Show more • Motivate a team of Technical Support Reps through performance coaching, career planning and setting educational objectives. • Participate in quality calibration and validation sessions. • Resolve employee issues and act as the employee advocate when dealing with HR or departmental processes. • Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting, and employee engagement. • Facilitate customer resolution for escalated calls and engage the necessary technical support. • Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied • Report operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans. • Work with other managers to ensure operational consistency. • Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization. • Build relationships with the operational and technical department management of our key customers.• Develop a strong relationship with the sales teams to increase support services agreements sales. This includes negotiating and closing services contracts. • Deliver and exceed on all Team performance targets. Show less

Macon, Georgia Area

* Develop objectives for the call center’s day-to-day activities* Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)* Assume responsibility of budgeting and tracking expenses* Hire, coach and provide training to personnel to maintain high customer service standards* Monitor and improve ordering, telephone handling and other procedures* Evaluate performance with key metrics (accuracy, call-waiting time etc.)* Prepare reports for… Show more * Develop objectives for the call center’s day-to-day activities* Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)* Assume responsibility of budgeting and tracking expenses* Hire, coach and provide training to personnel to maintain high customer service standards* Monitor and improve ordering, telephone handling and other procedures* Evaluate performance with key metrics (accuracy, call-waiting time etc.)* Prepare reports for different departments or upper management Show less

Macon, Georgia Area

* Manage large amounts of inbound and outbound calls in a timely manner* Follow communication “scripts” when handling different topics* Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives* Seize opportunities to upsell products when they arise* Build sustainable relationships and engage customers by taking the extra mile* Keep records of all conversations in our call center database in a comprehensible way* Meet… Show more * Manage large amounts of inbound and outbound calls in a timely manner* Follow communication “scripts” when handling different topics* Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives* Seize opportunities to upsell products when they arise* Build sustainable relationships and engage customers by taking the extra mile* Keep records of all conversations in our call center database in a comprehensible way* Meet personal/team qualitative and quantitative targets Show less