Chris Klepper Email and Phone Number

Analyze and track trends, build and maintain reports in Excel. Keep the OKC site up to date in training and Global Compliance. Scrub hits in warranty cost to see what caused the hit and report the findings to the affected people. And many other reporting/tracking responsibilities.

Responsibilities include but not limited to:Level 2 technical support for the front line agents. Help to come to a resolution for unresolved issues, unknown technical issues, software fixes that are out of scope, Reach out to engenering when there is an issue that we are unable to solve via the normal means.Create and maintain reporting to track trends in regards to dispatches, cost of dispatches, parts sent, amount of parts sent, Customer experience hits, Closed loop Corrective Action (when an agent gets hit after creating a dispatch)Currently I am on the Windows 8 pilot testing features and compatilbilty of Dell applications in the new envirment, and logging trouble tickets when an issue is found. Helped narrow down a problem in the Image server that was set to deploy to the OKC site.

ChatResponsibilities include but not limited to:Taking inbound chats from business customers with troubled systems, and to trouble shoot their issues whether it is hardware or software related. Assisted customers reinstalling their operating systems, drivers, Dell software, assisting with Software issues, and replacing defective hardware as needed. I assisted in the training of new agents by being a mentor the first few weeks they were on the phones; I helped bring 3 new classes to top of the ranking within the OKC site and out of the USA sites. I helped to launch and develop the process for the Work from home chat team in OKC, we set up an IRC server so the team could communicate while at homeHelped Pilot Windows 7 to the OKC site, and narrow down bugs and get tickets submitted to IT.

Responsibilities include but not limited to:Take inbound customer calls and sell them the computer they are looking for, the accessories they will need to make it work, and up sell on warranties and software. I was also responsible for making sure the computers in my department are working properly on any given day. I helped my co-workers with any and all the hardware and software issues that may arise when our systems decide to fail. I assisted our operations manager and our exchange team In operations I helped assist the team when our applications go down, when Service tags were locked and could not be sold, launching software upgrades over night and anything else that needs to be done. I assisted the exchange team in developing and launching a new process for exchanging Dell hardware. I helped to drop the percentage of "new" exchanges from 27% down to almost 16% helping to save Dell money and to help prevent a negative experience to the customer for their exchange having to take so much time and to not have the specifications the customer needed.Also while assisting operations; I have helped to launch numerous updates to our Hosted application in the Main Dell sales tool. I help with most of the software testing to verify if the updates are working or not, and if they are not working we have to trouble shoot the problems and submitted IT tickets ot have the defects fixed.

Responsibilities include but not limited to:Manage the store when the manager is not present.Assign tasks to the employees and make sure they complete them in a timely manner. Do all current store resets and any seasonal sets. Take managers phone calls and resolve problems, while keeping the customer in mind. Keep the store's inventory up to date using and inventory count system. Perform Any and all manager's duties that may come up in any given day.

Responsibilities include but not limited to:Help customers locate product and explain how to use it properly. Help repair and stock all products in store in a timely manner. Answer any questions customers might have on a day to day basis.