Jack M. Email & Phone Number

El Dorado Hills, CA, US

Sacramento, California, United States

Sacramento, California Area

https://www.fiverr.com/share/eplA4

Sacramento, California, United States

Folsom, California

• Key Results Area #1: Team Supervision—Call Center TechsPerformance Standards:
• Provide support to the call center techs for internal escalations, triage issues, technical support, unhappy customer issues and daily metrics.
• Ensure ongoing communications between call center techs. Immediately address and resolve any internal conflicts. Look for opportunities to adjust or improve individual/team behavior and performance.
• Monitor call quality and tech performance daily. Determine… Show more Key Results Area #1: Team Supervision—Call Center TechsPerformance Standards:
• Monitor call quality and tech performance daily. Determine survey results and implement improvements where needed.
• Create and maintain training documentation for new hires, and existing call center techs.

Folsom, CA

As a TCA, time management and being detail oriented is essential. I maintain close communication with larger customers, as well as facilitate communication with technical support when necessary. I am responsible for identifying potential areas of concern for customers before they arise. I also coordinate on project management for up to several large.

Folsom, California

• Key Results Area #1: Second Level Support—Call Center TechsPerformance Standards:
• Provide support to the call center techs for internal escalations, triage and case load, technical support call handling, report unhappy customer issues immediately to call center manager.
• Address help desk tech questions and identify training and quality issues. Bring to the attention of the call center manager immediately. Develop a plan to resolve.
• Perform performance driven monthly… Show more Key Results Area #1: Second Level Support—Call Center TechsPerformance Standards:
• Perform performance driven monthly scheduled “check-ins” with call center techs. Looks for outstanding issues, or areas for improvement. Assists with annual reviews with center manager. Primary communications bridge.
• Keep track of help desk tech assigned project statuses. Keep techs’ on projects during slow periods. Assure techs are updating on a regular basis and tracking time effectively.

Fargo, North Dakota Area

Trained and supervised CS reps and tellers. Fostered an environment in which clients enjoyed high levels of service and employees motivated to deliver top performance. Managed daily operations to ensure friendly and efficient transactions and top notch customer service. Diagnosed computer problems, monitored computer processing systems, installed software.

Advanced to increasingly responsible positions, culminating in management role with oversight for a full-service liquor store. Directed 10 employees and managed P&L, sales, inventory, merchandising and cost controls. Maintained high standards in safety and complied with regulatory guidelines. Selected Contributions:Met or exceeded all sales targets despite.

Information Technology

Associate Of Arts (A.A.), Computer And Information Sciences And Support Services, A

Earned 44 credits; Completed numerous courses and seminars in IT and business communications. Scored well on tests and enjoyed the.

Clinical Psychology, A

Majored in psychology and sociology. Earned 6 credits that transferred to UOP thereafter.

High School Diploma, All Required, A