Jayson Michael Babiano Email & Phone Number

• Network Operations Center Functions - Provides a single point of contact for customers needing to resolve problems with their phone or computer systems by receiving service requests via phone, and logging such service requests in a complete, concise mannero Determines if the service request is within the department's scope of responsibility, if so, analyze and handle the request, assisting the customer until the problem is resolved o Directs other service requests not handled by the NOC to the appropriate resources to resolve the problem, then follow the problem until final resolution for the customer, ensuring work orders have been addressed and properly closed out• System Monitoring Performance - Monitors various system functions and activities (e.g., EOS units, servers, LAN, telecom, etc.) continuously for problemso Acts proactively to avoid or minimize the problem's impact on production which may include analyzing problems in order to determine action needed to resolve problem in a timely and accurate manner while ensuring adherence to departmental policies and procedures o Continuously suggest ways to improve monitoring of the performance of systems • Technical Problem Resolution - Researches and resolves basic problems escalating to appropriate departmental staff any issues that may adversely impact systemo Provides a single point of contact for departmental staff to ensure system issues are resolved by following problem from beginning to final resolution o Continuously strive to provide accurate and timely evaluation of problems and recommend alternative solutions to supervisor • Team Interfaces/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contactso Cooperates with team members to meet goals or complete tasks o Provides quality customer service that exceeds customer expectations and improves level of service being provided

• Performed a variety of administrative support functions for the assigned business unit, which normally focuses on report generation, invoice creation, time tracking, and other back office work requests related to the business• Entered, researched, and completed customer orders and returns in a timely and accurate manner adhering to department policies, procedures, and guidelines • Developed an understanding of client programs that are supported and become comfortable with communicating various data items to clients as necessary• Assisted with cross-training to provide quality support to sales and business operations teams and look for streamlining opportunities • Acted as a subject matter expert and assist with questions, quality audits, and training for lower level employees• Entered, researched, and completed in-depth and complex customer orders and returns in a timely and accurate manner adhering to department policies, procedures, and guidelines• Troubleshooted client or business unit team administrative or documentation issues and assist with ensuring a resolution • Assisted team members with business unit specific reports and training on reporting cycle to generate and distribute administrative sales support reports• Assisted in the process of streamlining support team activities and integration of shared tools• Established and maintained a professional relationship with team members, clients, and department contacts • Worked on assigned administrative, clerical, or data entry projects under general supervision• Performed additional and related duties as assigned

• Performed a variety of administrative support functions as assigned through the business unit ticketing system. Developed an understanding of reporting tools and client/sales support systems as needed to answer back office administrative questions and complete data entry tasks• Be available to business unit management and leadership and fulfill administrative ticketing requests as assigned• Reviewed, researched, and reconciled basic client invoices and files as assigned• Responsible for basic report generation and/or data analysis with assigned business unit’s and/or client systems• Utilized a developed understanding of the business unit specific reports and reporting cycle to regularly generate and distribute administrative sales support reports• As assigned create presentations for customer/client meetings in a timely and accurate manner*Train and develop an understanding of the business unit specific reports and reporting cycle as needed to generate and distribute basic administrative sales support reports• Established and maintained a professional relationship with team members, clients, and department contacts• Worked on assigned administrative, clerical, or data entry projects under supervision• Performed additional and related duties as assigned

• Reviewed client’s modification process• Determined the appropriate procedures to be revised• Adjusted scripting accordingly• Verified all changes made and are consistent with client specifications

Reports generation, client and operation support. Data analysis and simplification.

• Done agent call evaluations to ensure quality adherence• Conducted weekly client meetings to ensure calibration on procedures and quality• Weekly and Monthly documentation of team performance (PDM’s, Coaching)• Podium back up (client reports) and OIC tasks whenever the operations managers are not in the office• Conducted team meetings for updates and motivation to each member of the team• Goal setting every month with my team as well as strategizing to hit our goal

• Took Inbound call (credit card applications)• Monitored personal stats like Q.A. scoring and Conversion