Eric Thing Email & Phone Number

Was responsible for the day to day operations of the Eastern call center data division.Worked with the western center manager to interview, hire and train 43 technicians.Worked with the western center manager to reorganize the data division to provide better phone coverage while maintaining a high 1st call resolution percentage.Created and maintained the overage schedules including overseeing shift bids to provide maximum phone coverage for our customers.Set and maintained long term metrics goals to ensure the best possible customer service.Monitored and mentored employees to enable to them to better serve the customers as well as to prepare them for future positions within the company.Met weekly with the divisional managers of the repair department to plan and implement departmental policies.

Trained and managed a group of 15 Data repair technicians.Assisted the Data repair manager with the day to day operations of the center.Created and implemented a schedule to maximize phone coverage for the department.Updated and maintained technician reference materials including an online knowledge base.Assisted with the integration between One communications eastern and western call centers.

Diagnosed and troubleshot customer issues with their data service.Took upwards of 40 calls a day.Interacted with other departments within the company to ensure rapid problem resolution.

Hired, trained, and managed a group of 5 Technical Service RepresentativesAssisted in the training and management of 15 Customer Service Representatives.Assisted and helped to implement ten hour shifts to provide better weekday coverage and additional Saturday coverage.Monitored, helped develop, and reported on the phone stats to better improve efficiency Managed and maintained the office PBX phone system.

Addressed and solved customer problems via phone and email support.Assisted in the installation and maintenance of the office computers.

Diagnosed and troubleshot technical and network problems for the usersin the dormsAssisted the network administrator in diagnosing and fixing campus widenetwork errorsHelped first time users connect to the school network

Responsible for repairing and maintaining lab equipmentProvided customer support for usersActed as a liaison between the users and the ITS department