John Duke Email & Phone Number

Austin, Texas, United States

Austin, Texas Metropolitan Area

Diagnosed and resolved internal agent support requests related to internet, cable, phone, and mobile services.Actioned requests for service upgrades and corrective service changes.Regularly briefed management on trending agent issues with possible solutions.Led team meetings; provided knowledge transfer to agents via demos and discussion.Created.

Austin, Texas Metropolitan Area

Diagnosed and resolved business customer issues related to internet, cable, and phone services.Authenticated customers and validated customer equipment via an internal billing system.Documented customer interactions via customer relationship management (CRM) tool.Received consistent and excellent performance scores each year, receiving multiple “Top Agent”.

Austin, Texas Area

Diagnosed and resolved residential customer issues related to internet, cable, and phone services.Authenticated customers and validated customer equipment via an internal billing system.Documented customer interactions via customer relationship management (CRM) tool.Received consistent and excellent performance scores each year, receiving multiple “Top.

Monitored and managed real-time call center volume for multiple lines of business. Performed load balancing across call centers via call routing changes.Reported call center daily utilization metrics to workforce planners and analysts for forecasting purposes.Coordinated break-fix bridge calls with engineers for inventory system issues.Managed agent access.

Consistently surpassed call center aggregate service level goals of 80% across all categories including ‘average speed of answer,’ ‘average agent productivity,’ and ‘average agent schedule adherence.’Addressed customer escalation calls for topics such as appliance warranties, protection agreements, and technician visits.Led incident response for high.

Lmc, General Studies

General Studies