Eric Catron Email & Phone Number

Dallas/Fort Worth Area

Supervise the helpdesk. Responsible for call center scheduling, forecasting, and coverage assurance for the helpdesk, and for reporting and performance based coaching of helpdesk agents. Responsible for coordinating support and procedures with other departments, as well as training, quality assurance and technical assistance for the helpdesk. Designed, coded and implemented software that allows workers from home to participate in queue management. Also designed, coded, and implemented software that manages our email and voicemail queues, which has led to decreased handle times and higher customer satisfaction. Point of contact for any technical problem company wide. Facilitated conversion to a telecommuting call center. Designed statistical goals and Quality Call Legend. Provides level 2 support for corporate users, store personnel, vendors (global), and level 1 technicians. Supports store and corporate networks, phones, POS (point of sale) software, windows software, Citrix remote connection software, and printers, maintaining security with active directory. Network support consists of wireless, DSL, Frac T1, DBU, Frame Relay and cellular connections. Recently saved the company network costs by getting stores reconfigured for T1 access. Previously assisted in achieving PCI compliance for the company. Improved efficiency of the call center by establishing troubleshooting documents, flowcharts, and diagrams. Worked one on one with middle and upper management on support contingency plans.

Supervised a technical and customer service team. Under my supervision, our team achieved the highest performance in the call center. Floor supervisor at night responsible for 600+ agents. Facilitated entire employment cycle from hiring, training, on the job supervision (performance coaching), and terminations; . Mentored agents on proper call handling, irate customers, efficient call statistics, and superior customer service. Lead and participated in meetings for increasing the efficiency of all teams with my methodology improved the overall statistics for the entire 800+ agent call center.Encore Level TechnicianResponsible for providing end user support for residential and business class DSL, for Mac and PC, including connectivity, routing, sync, throughput, and email support. Worked directly with phone company network operation center technicians in troubleshooting service at the dmarc and beyond. Top 2% in performance in the call center. Active in the AEC remote agent project, including interviewing, mentoring, and overall supervision. Also provided level 2 support for the call center as a roaming mentor. One on one training of agents in best practices resulting in higher performance in our team.

As co-owner of the business I was responsible for organizing data for web design projects, working with clients and their inventories, and setting up the websites for inventory to be loaded to the web. Also was responsible for the accounting for the business in Quickbooks software, and staying in compliance with tax code. Organized equipment and built computers and networks for the company. Our company provided technical services including networking, to business and residential.

Instructor in a 80 hour fast-track A+ certification class. This class was a 6-week contract class where the students primarily consisted to Texas Workforce Commission students looking to change careers after being laid off, and there was a wide range of computer experience coming into class. Created classroom and lab curriculum for students including 56 hours of lecture and 24 hours of lab training. Also arranged profession guest speakers to come into the class to help students get a feel for the industry.

Instructed students with all levels of computer experience in computer classes. Classes included beginner classes, web page design, and network troubleshooting and A+ certification. Classes were taught around the country. When not in class, I was a member of the sales team with over $300k in sales of the classes.

Bachelors Of Applied Arts/Sciences, Business Administration, 4.0

Activities and Societies: Delta Mu Delta - International Honor Society in Business

Associate Of Science, Business

Graduated with Honors 3.89 GPA

Associate Of Arts, General Studies

Graduated with Honors GPA 3.89

Associate Of Science, Business; Transfer Curriculum

Graduated with Honors