Charles Marvin Email & Phone Number

Long Beach, Ca, Us

Long Beach, Ca, Us

Cypress, Ca

 Fully aligned with RTS purpose of delivering exceptional service Motivator of team and of individual analyst success by encouraging analyst self-awareness and self-improvement Find efficiencies (techniques, automation, etc.) to improve work output Provide team scheduling, monthly performance metrics, scorecard analysis Create and interpret OKR, SLA and FOC reports from ServiceNow, Qlik, and Cisco Unified Communications  Document support policies and procedures  Facilitate and conduct team meetings and training Train new analysts, supervisors, and managers Conduct RTS’ New Employee Orientation meetings (ServiceNow training) Provide reports and summaries of incident, request, and problem management records Produce ServiceNow reports for managers of other teams Develop Support Desk guidelines and procedures for multiple deployments and projects Produce and deliver official support desk notifications to customers and departments Manage support desk knowledge base  Escalate and manage major incidents, coordinate, and facilitate inter-team communication and response Perform Problem Ticket management Interpret, analyze, document, and resolve end user support issues involving networking, software, hardware, and business issues

Torrance, Ca

 Supervised training, performance, and coaching of 20 call center analysts Conducted analysts’ performance measurement by call monitoring, incident audits, survey analysis, reporting  Developed and improved monthly performance matrix scorecards and reports Created and documented policies, procedures & workflow processes  Developed and facilitated workshop style customer service training and technical training  Created supporting presentations, documentation, worksheets, reports for training sessions  Monitored queues, analyzed, and adjusted staff scheduling  Analyzed website traffic/queries and call/contact data to find efficiencies to reduce workload, drive self-service Maintained knowledge base documents and updated portal FAQs Prepared executive summaries and cost justifications for service enhancement proposals  Provided inter-team communication and coordination