• Accountable for first level supervision of staff, focusing on employee productivity and workflow including training and performance assessment• Manage workload and distribution of multiple 911 databases, including maintenance and accuracy in 26 states• Analyze Data and perform root cause of database errors, escalations referrals, and process flow• Use database to extract information to compare data in various systems and make corrections to ensure accuracy• Maintain awareness… Show more • Accountable for first level supervision of staff, focusing on employee productivity and workflow including training and performance assessment• Manage workload and distribution of multiple 911 databases, including maintenance and accuracy in 26 states• Analyze Data and perform root cause of database errors, escalations referrals, and process flow• Use database to extract information to compare data in various systems and make corrections to ensure accuracy• Maintain awareness of specific contractual obligations to 9-1-1 authorities and work closely with internal teams to ensure appropriate policies and processes are in place for adherence • Participate with Product Management and Circuit Installation to determine needs for E911 field facilities to verify capability of enhancing E911 in counties in various states Show less

• Work with Project/Product Management and Information Technology to develop and test system applications and new products• Analyze known issues with system/product development to ensure accurate prior to delivery• Participate in Testing of software and add Test Cases as necessary for initial launch, upgrades, and added enhances to simplify system user experience• Develop curriculum to be used by trainers for employees nationwide• Meet deadlines and ensure curriculum is accurate… Show more • Work with Project/Product Management and Information Technology to develop and test system applications and new products• Analyze known issues with system/product development to ensure accurate prior to delivery• Participate in Testing of software and add Test Cases as necessary for initial launch, upgrades, and added enhances to simplify system user experience• Develop curriculum to be used by trainers for employees nationwide• Meet deadlines and ensure curriculum is accurate prior to distribution• Review documentation material on a consistent basis to be updated with any changes made• Distribute changes and updates to field trainers or front-line employees directly via email• Work as a team with various departments to ensure success and accuracy Show less

• Coach 10-15 Business Sales & Service Representatives, both in Center and Work-at-Home • Complete formal observations/evaluations and review with employees • Maintain and organize accurate records including monthly statistics and employee files• Assisted in creating Call Requirements for Business Center and updated as needed• Act as in-charge manager when requested• Resolve customer escalations & answer rep questions on a continual basis• Created and maintained… Show more • Coach 10-15 Business Sales & Service Representatives, both in Center and Work-at-Home • Complete formal observations/evaluations and review with employees • Maintain and organize accurate records including monthly statistics and employee files• Assisted in creating Call Requirements for Business Center and updated as needed• Act as in-charge manager when requested• Resolve customer escalations & answer rep questions on a continual basis• Created and maintained Work-at-Home Website designed to keep reps connected and motivated Show less

• Coach 12-25 Residential Sales & Service Representatives • Complete observations, weekly reviews, and yearly evaluations and review with employees • Keep accurate records including monthly statistics, employee files, and attendance records• Work with customer escalations to resolve issues while incorporating other internal departments• Assisted in development of Call Requirements used to evaluate sales performance• Eight months managing Peak Performance Bay, including… Show more • Coach 12-25 Residential Sales & Service Representatives • Complete observations, weekly reviews, and yearly evaluations and review with employees • Keep accurate records including monthly statistics, employee files, and attendance records• Work with customer escalations to resolve issues while incorporating other internal departments• Assisted in development of Call Requirements used to evaluate sales performance• Eight months managing Peak Performance Bay, including organizing and maintaining performance records and providing one-on-one assistance to employees not meeting goals in customer service and sales Show less