Joey Brown Email & Phone Number

Nashville, Tennessee, United States

Greater Nashville Area, Tn

Tech Rep Duties:Troubleshoot and save phones replaced by AsurionSubject Expert in Samson and Streamline tools.Mentored teammates on a one-on-one basis to help increase their knowledge set.I was utilized as back-up for call escalations for customers wishing to speak to a Supervisors and resolving their issues on a front line level.Quality Analyst Duties:Monitor and Audit reps on the floor.Lead system Admin for call auditing databases; Witness, Remedy and internal Quality Assurance Database utilized for auditing agents and for quality score reporting functions.I assisted in the design and implementation of a new Scorecard structure for Quality Audits.I assisted in reorganizing the Streamline Asurion Homepage.I assisted in development and training in the AAA program designed to improve upon representative’s skill set and metrics.Assisted in launching a service partner for Asurion with Sykes in Morganfield, KY making sure the systems were ready for representatives and floor walking during New Hire On-Boarding.Assisted in the development of new Scorecard Database for Quality Assurance agents and System Admin of new Scorecard Database.ISC/Reporting Analyst Duties: Responsible for running weekly and Daily reports for Asurion and Asurion Service Partners.Run reports for daily Directors staff meeting to report on progress of the department.Run Daily, Monthly, and Weekly Reports used to determine our KPI’s (Key Performance Index) and develop agents metrics and performance overall as well as rank their performance for staffing and incentive purposes.Assisted in Implementation of new voice monitoring and analytic software called eTalk.Reorganized and modified existing report formats as needed. Modified and wrote SQL code for reporting functions and to assist in Ad-Hoc requests. Automated one report through SSRS.

Customer Service Representative assisting customers in account maintenance from price plan changes to assisting with device usage as well as troubleshooting of their devices.I was utilized as floor support taking escalated calls from customers wishing to speak to a Supervisor, as well as assisting the agents taking the calls on where to locate information within Streamline and answer questions surrounding policies and procedures.