Eilynn Kohlbecker Email & Phone Number

Tempe, Az

Greater San Diego Area

Greater San Diego Area

Supports the delivery of service to our customers by accurately forecasting system Benefit Change Request (BCR) volume and appropriately scheduling workforce assets utilizing various workforce management tools and processes. Assist internal/external customers with inquiries and requests and resolve discrepancies. Generate daily, weekly and monthly reports, as well as ad-hoc reports. Create, produce and analyze metric reporting. Manage/coordinate work flow of SalesForce cases. Utilizes planning, prioritizing and organizational skills to ensure timely deliverables, high levels of quality, and efficient use of resources. Responsible for “Performance Reporting” to management, compiling reports advising management as to where the department is in regards to their metrics.

Greater San Diego Area

Managed the timely delivery and review/audit of field warranty repair invoices. Dedicated to service center operations management to include resolving issues through vendor contact and Account Manager cooperation. Created and maintained reports relating to invoicing and other administrative issues as well as credit memo requests. Responsible for the development of new processes and training documentation. Conducted data analysis and report generation.

Greater San Diego Area

Supervisor’s Assistant - Investigated fraudulent billing and employee abuse of company telephone lines, resulting in cancellation of the fraudulent services and recovering monies for unauthorized calls . Utilized company applications (all self-taught), prepared correspondence and communicated to the appropriate supervising authority. Additional responsibilities included bill payment, voucher preparation, special investigative projects and ordering of cellular services and equipment for employees company-wide.Order Writer – Utilizing AT&T system applications, retrieved customer information to process online orders for DSL service. Conducted follow-up with customers for order completion/fulfillment, to include tracking of DSL equipment shipped to customer. Notified customers of order changes.Systems Technician – DSL technician installing basic and enhanced services, including CPE components, i.e., modems and Ethernet NIC cards. Performed software tests (PPOE based), configured computer and TCP/IP settings. Planned/installed inside wiring, cable runs, and connected color-coded wire terminals. Performed cable pair loss tests, inspected and tested wiring and trouble-shooting. Configured router/firewalls for business class customers. Gained knowledge of Cisco IOS configuration and network support for small to medium sized businesses. Staff Associate – In-charge for 400+ service representatives, working with AT&T system applications. Input, update and revise schedules to include lunch and breaks and coordinate closed key requests and allocation. Monitor service level, adherence, average handling time and time utilization and generate reports. Coordinate, schedule, track and maintain training. Responsible for tracking daily call outs, appointments and vacation schedules, noting payroll exceptions. Tracked and reported system trouble and performed other system functions such as password reset and employee system setup.Operator - For "0" and "411".

Education record

Education record

Education record