Call Center Supervisor 2002 – 2010Led a team of multiple agents who identified, researched, and resolved complex technical problems for 4,000 users. Managed escalation procedures and ensured service levels were maintained. Documented, tracked, and monitored the team’s issues to ensure resolution in a timely manner.• Addressed over 90,000 calls and emails a year• Improved 1st call resolution from 58% to 75% by facilitating training along with collaboration and leveraging other groups within the company• Drove call abandon rate down from 18% to 2% by setting and enforcing new rules and standards • Established relationships with our 2nd level groups and partnered joint ventures to satisfy challenging customer problems• Served as liason and go-to person and played pivotal role in migration/consolidation of the Seattle network and call center• Served as the single point of contact for escalated incidents from dissatisfied customers• Analyzed and investigated procedures and streamlined where appropriate• Assisted in developing business plans for call center operations• Completed and delivered mid-year and year-end performance evaluations• Worked with staff to outline goals and objectives and helped staff to achieve them• Monitored analyst on an ongoing basis and continually provided constructive feedback• Set stretch goals, phone goals and ticket evaluation target goals• Created, implemented and maintained motivation plans, succession plans, and training plans• Interviewed and hired for multiple positions within the call center• Facilitated the management of the team when management was absent

Supported 125 users at a remote office. Identified problems, helped troubleshoot and provide advice to assist users. Coordinated with other IT areas as needed to resolve problems if necessary.• Planned and implemented all hardware and software installations and upgrades• Promoted to supervisor due to outstanding leadership, coaching and mentoring skill.