Kwame Brooks Email & Phone Number

Pompano Beach, Fl, Us

Sunrise, Florida, United States

Sunrise, Florida, United States

Sunrise, Florida, United States

Sunrise, Florida, United States

Miramar, Florida

North Lauderdale, Fl, United States

Charter Communications (June 2008 - Sept. 2009; March 2010 - Present)Worked as Team Leader responsible for supporting, coaching, developing and supervising a group of employees in a Service Center/Operations environment. Principal duties and responsibilities -Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques. Delivered on Client Scorecard (Achieve Top Rankings) - Expectation: Deliver on Client Scorecard K.P.I.'s: RPC $0.85, RGU Close Rate 2.0%, AHT 660 sec, Transfers 12.0%, Quality 65.00%, FCR 75.00%, WOA 90.00%. Deliver on Billing Yield, Agent Productivity, and AHT, WOA and Line Adherence targets. Expectations: Focus on Financial Targets for Revenue and Operating Income: Billing Yield (reducing non-billable hours to goal), Agent Productivity, and avoiding penalties; earning gain shares by meeting client contractual metrics (AHT 660, WOA 90%, FCR 75% and Line Adherence 87.50%).September 2009 - March 2010: United Health Group - OvationsSupported United Health Group in the role of Team Leader. Maintained temporary employee records on direct reports. Developed AHT Pivot Table to monitor agent's performance to KPI's: AHT, Quality and Transfers. Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques. Monitor and take action on TKS/eSTARTCVG, personnel and payroll issues. Point of Contact - Daily Aging ORS. Review CMS statistics on a daily basis and provide constructive feedback. Provide Subject Matter Expertise. Ensure training needs of subordinates are met. Modify Operations as needed to meet service level agreements under supervision of Operations Manager.

Responsible for the day-to-day operations of a 10-20 staff Speacialty Trade Contractor for Commercial and Residential Windows and Doors. Computer Aided Design and Drafting Specialist; Bookkeeper and Project Management.

USAID funded project for the creation of a centralized software system to link all schools' with the Central Ministry of Education intended to track students' performance and management of other critical student/teacher related issues. Worked as an Assistant to Software Engineer using VB Script to develop the Jamaica Schools' Administrative Software (JSAS) version 1. Additional responsibilities included: The Development of a training catalog on the Schools' Administrative software for all user-agents.The teaching of basic computer concepts and applications to school administrators. The Implementation of a public domain software/program for implementation of curriculum; and Provided staff with support via in-service workshops and one-on-one instruction to facilitate their use of computers for classroom management and for implementation of curriculum by increasing computer awareness among all staff members. ACTIVITIES & AWARDSDeputy Head boy - Excelsior High School, 1998Volunteer, J.A.S., 2000 - 2001Volunteer, Jamaica Combined Cadet Force (Rank: S/Sgt.), 1993 – 2001“Top Performer” Award, 2008, 2009 – Charter CommunicationFive-Time “Employee of the Month,” 2004 to 2006 – Convergys Corp.Volunteer, We All Care, Inc. (non-profit), 2010

Company Quarter Master Sergeant for papra-military organization. Certifications: Leadership Training, Method of Instructions, Field Craft, Map Reading and Drill Sergeant - Star 4 Certified. Passed Basic and Proficieny Testings and Ground School Basic Air Training

Bachelors, Criminal Justice: Corrections & Case Management

Specialized, Information Technology And Network Administration

CompTIA and Network Administration), and Drafting & Computer Aided Design - Courses: Mechanical Drafting, Architectural Drafting, Civil.