Katherine Hackett Email & Phone Number

Lovettsville, Va, Us

Denver, Colorado, Us

Denver, Colorado, Us

Proactively manage day to day operations of customer support team and health and status of network. Monitor customer and team interactions, ensuring billing and technical issues are handled efficiently and professionally.-Solely responsible for implementing billing software system specifically targeted at improving back office efficiency. Worked closely with vendor to ensure timely installation and seamless information conversion. -Train new agents on taking new sales inquiries, handling billing questions and account inquiries, troubleshooting technical problems, and gracefully handling disputes. Focus training on employing specific time-saving tasks such as delegation, resulting in better company stats and an overall improved bottom line. -Singlehandedly created all Customer Service Representative training materials including procedures and troubleshooting guides. -Specifically chosen to be voice of company phone tree system; create and upload any emergency Network Outage messages to alert customers about any current problems, ultimately reducing call volume and work load on company agents.

Served as lead Network Operations Supervisor and team lead for Customer Service team. Monitored health and status of partner networks, and functioned as main point of contact for any escalated system or network issues. -Successfully managed 24x7 on-call schedule for 3 member support team. Assisted teams with daily activities by personally reviewing and prioritizing system enhancement requirements. -Participated in weekly partner meetings (including AOL and ELNK) to monitor and adjust effective operational processes. Led weekly team meetings to disseminate any new information and implement any procedural changes.-Continually authored system and network documentation focused on ongoing training for support staff. Participated in interviewing candidates and assisting in development of company hiring criteria.-Demonstrated proprietary software platform to prospective partners; traveled to customer headquarters to deliver presentations when necessary. -Provided and continually modeled exceptional customer service behaviors, resulting in high customer satisfaction and retention ratings.

Acted as Operations Engineer focused on troubleshooting and resolving connectivity issues for residential and commercial customers. -Displayed proven ability to act as exceptional liaison between clients, vendors, and head coordinators. Successfully configured and repaired routers, switches, concentrators, DSLAms, and DSL end points for broadband services, and coordinated all testing rounds necessary for repairs.-Recognized as a performer; able to simultaneously manage multiple responsibilities and departments. Pro-actively resolved any issues and consistently met and exceeded established goals and objectives.

-Directly supporting, implementing and maintaining DSL high speed internet access systems for residential customers who use multiple Windows and Macintosh environments-Diagnosing and troubleshooting network protocols, DSL modem configuration, Ethernet adapter installation, proper cabling, USB devices, and PPPoE software -Providing clear and accurate billing information and processing adjustments

-Diagnosing and resolving LAN/WAN connectivity issues for commercial clients involving a wide variety of operating systems, hardware, and software applications -Authoring documentation for support and training of technical staff-Training new engineers in all aspects of Dial Support including: POP mail, newsgroups, DNS administration, ISDN vs. analog connectivity, FTP, PPP and TCP/IP routing and networking, various hardware and software configurations, and basic Unix administration, and the Remedy Ticketing System-Interviewing new hire candidates-Serving as 24x7 escalation point for 30 member support staff

Bachelor Of Science (B.S.), Family And Child Development, Human Services Option

Bachelor Of Science (B.S.)