Duane Wilkerson's Location
Redmond, Washington, United States, United States
Duane Wilkerson's Contact Details
Duane Wilkerson work email
- Valid
- Valid
- Valid
Duane Wilkerson personal email
n/a
About Duane Wilkerson
Customer service Champion, looking to make a difference. I know the Mechanics and Behaviors that make-up a Quality customer experience. I have the added benefit of applying exceptional customer service as a frontline representative, as a trainer, managed/coached teams to achieve excellence and in launching new promotion. My experiences include: Technical support, customer care and sales.
Duane Wilkerson Work Experience Details
-
Ats RepresentitiveAt&TRedmond, Wa, Us -
Ats RepresentitiveAt&T Jun 2017BothellAdvance Technical Support representative: Front line rep. resolving calls for customers that have concerns with their service, billing and equipment -
Team ManagerAt&T Apr 2015 - Dec 2016Bothell WaManaged a team of 12-15 advanced technical support specialists in daily activities. Reviewed live and recorded calls for quality assurance. Monitored real time adherence and average handle times to provide on the spot support where needed. Daily reviewed metric reports for compliance to company goals and customer surveys for individual coaching opportunities. Created goal setting improvement plans for the representatives not meeting benchmarks to assist in improving their statistics by focusing on the behaviors that needed improvement. Trained team on new promotions, systems and provided continuation training on existing systems and procedures. Preformed annual performance reviews which included, metric and leadership qualities they had demonstrated. Coached for individual improvement, career development and team improvement.Interviewed candidates for employment to the department. Mentored and coached employees for development opportunities and other position with the company. Point of Contact for Area Managers while out of the office, acting on their behalf to maintain teams focus on improvement and attend staff level meeting.Worked on best practices and employee morale building committees to improve employee retention. Worked on fundraising committees for the United Way and was Co-Chair in 2016.
-
Team Manager Ats(Case Managment Team)At&T Jun 2012 - Apr 2015Bothell WaManaged a group off 22 Case workers, who worked network and provisioning issue that could not be resolved by front line employees. Provided induvial performance reviews on Case Quality, and efficiency metrics. Provide level 2 support on escalations, working with Network managers, filed technician and product managers to resolve these issues. Attended weekly National coreference call between other centers, Program manager for the Case teams and Network Area Manager. Discussion topics included: Case quality improvement, process improvements, trended issues, new product launches, current issues and improving SLA.Successfully transitioned team from a backend team to a frontline team handling inbound and out bound calls related to Tickets/Cases filed on behalf of the customer.Arranged on site focus groups form other departments to discuss career opportunities for our representatives. Created new scorecard and tracking process to support change to a frontline team, and provide feedback for improvement. Team SAL improved on average from 7 days to 3 days. Case Manager team was moved from regional support groups to a centrally located National team. Successfully transition team back to ATS inbound team.
-
Team Manager Tsd (Tech Support Desk)At&T Jul 2010 - Jun 2012Bothell WaManaged a team of 12-15 technical support specialists in daily activities. Team provide level 2 technical support to ATT Customer Service Representatives (CRS). Reviewed live and recorded calls for quality assurance. Monitored real time adherence and average handle times to provide on the spot support where needed. Reviewed daily metric reports for compliance to company goals and customer surveys for individual coaching opportunities. Provided escalation support, either by coaching the Representive thought the call or taking over the call. Team exceeded Quality feedback metrics and was number one in the Center.Single point of Contact for the Center for iPhone launches and Systems launches. Worked on the Quality improvement committee, and the United Way fundraising committee.
-
Team Manager Emo(Employee Mobility Offer)At&T Jul 2008 - Jul 2010BothellManaged the first EMO team, of 16 respective working 5 separate shifts. Team provided customer support for employees that had mobile service with AT&T. Worked with Project managers to update process and procedures related to the Employee offer. Trained other teams with in the organization to take EMO calls when volumes were high. Partner with Operations to provide additional support when need. Responsible for changing call queue to balance flow of in coming calls. Trained a vendor partner which lead to a successful transmission of the EMO business.
-
Team Manager Customer ServiceAt&T Feb 2004 - Jul 2008Bothell WaManaged team of 12-15 inbound customer care representatives. Reviewed live and recorded calls for quality assurance, reviewed daily metric reports, coached representatives for improvement.Individual career development, working with representatives to improve areas of performance to reach career goals. Coached in resume building, interview prep and career path.Interviewed for new employees to entry level positions that opened in the call center, worked with best practices and employee morale building committees to improve employee retention.
-
Customer Service RepresentativeAt&T Apr 2001 - Feb 2004BothellInbound call center representative. Handled calls for billing, payments, rate plan analysis, voicemail assistance and cell phone programming.
-
Sales ManagerUs West-Quest Communication (Now Centurylink) Jan 1991 - Oct 2000Greater Seattle Area
-
Sales EngineerChamplain Cable Corporation Jan 1988 - Jan 1991Brlington Vt -
Sales EngineerTensolite Wire & Cable Aug 1978 - Jan 1988St Augustine Fl
Duane Wilkerson Skills
Management
Technical Support
Team Leadership
Customer Service
Leadership
Team Building
Microsoft Office
Customer Relationship Management
Employee Training
Hiring
Project Management
Employee Engagement
Career Development
Duane Wilkerson Education Details
Frequently Asked Questions about Duane Wilkerson
What company does Duane Wilkerson work for?
Duane Wilkerson works for At&t
What is Duane Wilkerson's role at the current company?
Duane Wilkerson's current role is ATS Representitive.
What is Duane Wilkerson's email address?
Duane Wilkerson's email address is dw****@****att.com
What schools did Duane Wilkerson attend?
Duane Wilkerson attended El Camino College.
What skills is Duane Wilkerson known for?
Duane Wilkerson has skills like Management, Technical Support, Team Leadership, Customer Service, Leadership, Team Building, Microsoft Office, Customer Relationship Management, Employee Training, Hiring, Project Management, Employee Engagement.
Not the Duane Wilkerson you were looking for?
-
1gmail.com -
1ricoh-usa.com -
-
Free Chrome Extension
Find emails, phones & company data instantly
Find verified emails from LinkedIn profiles
Get direct phone numbers & mobile contacts
Access company data & employee information
Works directly on LinkedIn - no copy/paste needed
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial