Entrepreneurial and analytically minded individualPassion to meet or exceed expectations Drive to be successful, learn new things and complete tasks to the best of my ability with attention to detailOpen to new and and challenging experiences to further my skills and professional experienceExtensive experience coaching staff, conducting yearly employee reviews, creating performance improvement plans as needed with appropriate documentation, conducting disciplinary discussions with appropriate documentation, interviewing and hiring qualified job applicants. Developing and implementing quantitative metrics to evaluate and track performance of employees working remotely or in office. Ensuring call center is meeting SLA targets for service levels while managing multiple IVR queues. Having continuous staff training, resolving customer escalations, monitoring/reviewing employee interactions with customers, monitoring and reviewing customer feedback. Experience with being on-call 24/7 for employee support during after hours. Coordinating and communicating with other departments and senior management to provide a good customer experience. Identifying processes that can be improved for efficiency and strategizing best implementation between company departments. Ensuring staff take care of various special projects such as audits and call out campaigns. In depth knowledge of various internet connectivity services for sales, promoting, and supporting/troubleshooting such as dial-up, DSL, fiber, point-to-point unlicensed wireless, circuit/data transport, VOIP, POTS, PBX Hosted Systems. Familiar with LNP orders, DID inventory management, ordering, and reservation, as well as Directory Assistance (411) and Directory Listing (published and non published)In depth knowledge of various government programs and reporting requirements for internet connectivity: OTAP, ACP Benefit, RUS, FCC 477 filing, BDC Location ID, Re-Assigned Numbers.Familiar with Calix equipment (ONT and Giagaspires) and provisioning/set up and conducting end user networking and troubleshootingExtensive knowledge of Microsoft products and various software (NISC/iVue, Calix, Contact Center, EASE)