Eric Staggs Email & Phone Number

Texas, United States

Dallas/Fort Worth Area

Call center supervisor of a Technical Support department, overseeing operations for product application support of company ordering software for pharmaceuticals. Managing a team of up to 30 employees and contractors to maintain service levels. Developing the team for growth and development through training and performance feedback coaching. Managing team schedules to meet the needs of the department. Responsible for hiring technicians through the interview process, as well as coordination of augmented staffing through vendors, scaling headcount as necessary to meet department metrics. Approving and reviewing payroll time sheets for processing of pay. Managing staff to support both inbound calls and offline emails and chats. Assisted in developing processes for mobile devices for customers and department metrics to gauge successes for governmental contracts and retail chains.Working with other supervisors to drive accountability through performance corrective actions as necessary. Ensure the team meets training and regulatory requirements per company guidelines and goals.

Irving Tx

Manages day to day operations remotely for multiple Deskside Teams globally with a technical team of up to 25 technicians using various tools for reporting, such as Service Now and CA Service Desk.Following ITIL methodologies meeting client expectations within Service Management.Directing a DevOps team to package and deploy both in the Windows and MAC desktop environments, meeting deadlines and adhering to Change Management practices. Managing client requests and incidents daily to meet SLA requirements and goals.Coaching, counseling, providing feedback, handling disciplinary issues and providing positive recognition.Ensuring each Technician meets his or her required goals and SLA's including schedule adherence, attendance, call center metrics, policy/handbook adherence, conduct and performance.Writing employee performance evaluations, delivering annual merit reviews, updating employee journals daily and performing other administrative tasks as assigned. Performing One on One monthly meetings individually with each technician.Performing root cause analysis and identifying opportunities for efficiencies.Working with the Recruiting Department in screening qualified candidates, interviewing, and hiring. Also working with third party contractors for temporary technical staffing solutions when required by the business.Managing hardware assets, inventory audits, and purchasing with the client.Directs client interaction and act as backup for Client Service Delivery Manager.

Cedar Hill, Tx

Managed the IT staff and operations on a 24/7 basis of a retail distribution center with over 300 users. Working with Supply Chain Operations to support users on Windows desktops/laptops, servers, networks, RFID equipment, cabling, and software applications. Using the ITIL framework methodology to provide root cause analysis of down time and increase up-time availability of systems. Led enterprise wide projects that impacted IT infrastructure and Operations in Logistics and Retail Stores.

Texarkana, Tx

Support of application testing, deployment, training of clients on pharmaceutical inventory ordering software. Worked daily with clients on performance testing, application configurations, RF Scanners troubleshooting and communication.

Camp Pendleton, Ca

Management of US Marines in a military post office operation, both on base and deployed to a forward area. Day to day postal operations of dispatch, collection, sales, and processing of US mail. Maintaining military standards with documentation and communication to senior leaders.