Jon Montes Email and Phone Number

Network Operations Center Supervisor

Accountable for the management of a team of 12–25 Technical Support, Bi-Lingual, Porting, and Device Specialists in a call center environment responsible for resolving issues related to porting, troubleshooting, device functionality, and account/line features. Handling roughly 500-800 inbound calls daily. Responsible for the development of new KPI Metrics within the Technical Support and Porting Department and driving customer satisfaction through call quality audits and live monitoring. Coordinated all schedule assignments to provide technical support and porting coverage 5 days a week from 8:00 AM = 12:00 AM and weekend coverage from 8:00 AM - 8:00 PM. Responsible for the review of potential candidates and hiring of all new Technical Support representatives eventually growing the group from 9 TS reps to 20 reps.Facilitated and revamped on boarding process and training materials, as well as request relevant systems access for all new hires into the Technical Support or the Porting department. Reviewed, approved, and tracked all corresponding employee attendance instances. Facilitated all corresponding corrective action up to and including termination. Main Technical POC for Apple iPhone launch within the center responsible for the distribution and maintenance for all training materials and facilitation of Apple product and support training. AT&T liaison for Technical Support & Porting.Responsible for the resolution of hundreds of 2nd Level Support trouble tickets while collaborating with AT&T Technical Support to determine the root cause of the customers’ issues. Resolved all escalations within the department and customer complaints from the Better Business Bureau regarding porting, technical support, troubleshooting, or equipment. Responsible for the dissemination of all materials regarding new pricing initiatives effecting Customer Service and potentially Technical Support and Porting. Launched new sales initiatives.

• Accountable for the supervision of a team of 10–13 Technical Support/Expert Coordinators in a call center environment responsible for resolving issues related to troubleshooting, device functionality, and account/line features. • Resolve roughly 20-25 external/internal customer escalations per week, by partnering with internal customers (Center Leadership, Ops Support, local HR, Sales channels, etc.) or analyzing relevant information available to resolve issues and present solutions regarding billing, equipment, data, access, sales, features, or device functionality. Make service affecting decisions in routine matters or escalate via Remedy trouble tickets to our Network Repair Bureau.• Audit all team performance and provide direct coaching/feedback on productivity, trouble ticket efficiency, and call statistics, to assist in raising customer satisfaction scores, and improve on the service level. Identify team/individual trends in productivity and training issues. • Monitor employee/customer contacts for performance to ensure interaction and provide ongoing feedback to employees on how to improve quality and ensure compliance with departmental/company procedures.• Manage call volume through online reporting and analysis. • Maintained product knowledge on new phones and functionality as well as technology trends including but not limited to operating systems, products and accessories, and Bluetooth/Smart Accessories. • Responsible for meeting the following Key Performance metrics as a team: Entire Rep Performance, Rep Resolved %, 3 Day Repeats, Adjusted Calls Per Day, Combined Revenue Per Call, & Certified Like New Replacements with No Trouble Found. • Maintain frequent customer contact to ensure that their issues are resolved and that the customer is provided timely follow up on their concerns and perceives Verizon Wireless as the number one wireless carrier in the industry.

• Accountable for the supervision of a team of 10–13 Customer Care Specialists/Advocates/Pros in a call center environment responsible for resolving issues related to sales, on-line customer service/billing, customer retention and troubleshooting. • Resolve roughly 10-15 external/internal customer escalations per week, by partnering with internal customers (Center Leadership, Ops Support, local HR, Sales channels, etc.) or analyzing relevant information available to resolve issues and present solutions regarding billing, equipment, data, access, sales, or device functionality. Make service affecting decisions in routine matters.• Audit all team performance and provide direct coaching/feedback on productivity and call statistics, in the form of individual meetings, daily side by sides, and weekly team meetings to assist in raising customer satisfaction scores, and improve on the service level. Identify team/individual trends in productivity and training issues. • Monitor employee/customer contacts for performance to ensure interaction and provide ongoing feedback to employees on how to improve quality and ensure compliance with departmental/company procedures.• Manage call volume through online reporting and analysis. • Responsible for meeting the following Key Performance metrics as a team: Entire Rep Performance, Rep Resolved, 2 Hour Repeats, Adjusted Calls Per Day, Accessory Revenue Per Call, & Add A Line Per Call.• Act as a role model and lead by example by demonstrating VZW Core values, strong communications skills, good work ethics, and sound judgment in the application of policies, procedures, and guidelines. • Maintain frequent customer contact to ensure that issues are resolved and that the customer is provided timely follow up on their concerns, and perceives Verizon Wireless as the number one wireless carrier in the industry.

• Accountable for the supervision of a team of 12–18 Fraud coordinators in a call center environment. • Managed an online phone queue service level target (80/30) by handling internal/external customer calls related to fraud disputes. Handling approximately 60,000 calls per week and fraud support for a customer base of 92M+. • Resolved roughly 10-15 external or internal customer escalations per week, directly related to Cloning Fraud, Identity Fraud, First Party Fraud, or Social Engineering Fraud, by partnering with internal customers (Business Support Center, Sales channels, Corporate Security, Legal, Prepay, Customer Service, etc.) or analyzing relevant information available to resolve issues.• Reduction of fraud losses by managing our offline queue work via faxes, fraud system generated leads, email, and fraud case follow up. • Provided direct coaching and feedback on productivity, call statistics, and in the form of Written and Call Quality observations each month to assist in raising customer satisfaction scores, and improving the customer experience. • Provided updates, discussed various fraud trends, and analyzed key performance metric data with the team, strategic partners, and upper management to raise fraud awareness, adjust/implement team • Conducted yearly Performance Reviews and held weekly one on one meeting with each subordinate. Led monthly team meetings to provide department updates, coach for optimal performance, and gather feedback from my frontline employees. • Key contributor to unified process development and training materials for departmental new hires. • Facilitated training and development material for new hires and under-performing employees. • Assisted with the career progression several team members, by providing guidance on possible advancement opportunities within the company, and assigning them multiple responsibilities to develop/enhance their skills inventory.

• Responsible for handling customer escalations, and providing call support for the 50 Fraud coordinators, and direct support for a team of 13-18 coordinators in a call center environment. • Provided daily, weekly, monthly, and yearly individual productivity statistics for a team of 13-18 coordinators.• Managed an online phone queue service level target (80/30) by handling internal/external customer calls related to fraud disputes. Handling approximately 50,000 calls per week and fraud support for a customer base of 85M+. • Resolved roughly 15-20 external or internal customer escalations per week, directly related to Cloning Fraud, Identity Fraud, First Party Fraud, or Social Engineering Fraud, by partnering with internal customers (Business Support Center, Sales channels, Corporate Security, Legal, Prepay, Customer Service, etc.) or analyzing relevant information available to resolve issues.• Fulfilled the role of the supervisor in their absence, and assisted with employee coaching, training, floor interaction, and team motivation, as well as facilitate team meetings as necessary.• Reduction of fraud losses by managing our offline queue work via faxes, fraud system generated leads, email, and fraud case follow up. • Provided direct coaching and feedback on Written Quality observations for Cloning fraud cases, Credit Card chargeback cases, Global phones cases each month to assure process standardization, and improve coordinator efficiency. • Provided updates and discussed various fraud trends with the team, strategic partners, and upper management to raise fraud awareness, adjust/implement team strategy, issue trouble tickets for support review, and combat fraud losses. • Key contributor to unified process development and training materials for departmental new hires. • Received an Acting Supervisor Role 8/06 – 11/06.

• Handled incoming calls at a rate of 11 CPH, for customers related to suspected fraud including cloning, network, or identity fraud. • Responsible for the reduction of cloning and identity fraud losses by managing our offline queue work via faxes, fraud system generated leads, email, and fraud case follow up. • Responsible for reduced losses in various Verizon markets, through the use of our detection system Fraud Plus, by analyzing call data, call patterns, and customer history to determine if situation is valid cloning or a billing dispute. • Intricate knowledge of billing systems including: ACSS, MTAS, Email on Demand, Info-manager, etc. • Numerous awards for individual monthly productivity and quality performance including Perfect Attendance, Gold and Silver Level performance, EOM, etc. • Key contributor to the Process Improvement Team. • Provided extra assistance to supervisor to help recruit and train new hires for the Fraud Department and trained for detection and fraud processes, as well as Introduction Fraud Training for new customer service representatives.

• Managed incoming calls at a rate of 13 CPH, from customers related to technical inquiries about their service, features, or bill while providing superior customer service. • Troubleshoot and resolve customer technical issues related to out of area roaming or home area cellular phone use through the use of Compaq, Lucent, and Motorola switches. • Responsible for meeting daily, weekly, and monthly stats regarding CPH, AHT, Call QA, transfer rate, etc. • Resolved customers roaming issues through the use of Visibility and Scopus to analyze roaming call data i.e validation, assume positive /negative situations, as well as call delivery and if necessary submit trouble tickets to the Roamer Services for research and await resolution to notify customers. • Intricate knowledge of billing systems including: ACSS, MTAS, Email on Demand, Info-manager, etc. • Assisted customers by troubleshooting and resolving issues related to VZ Mobile Web allowing our customers to access the internet from their handsets. • Troubleshoot and resolve technical problems related to voicemail through the use of Glenarye & Octel Voicemail platforms to create or reset voicemail boxes, as well as setup and maintain customers’ pager notifications. • Numerous awards for individual monthly productivity, attendance, and quality performance. • Overall Top 22% Performer• Mini-Team Leader• Provided extra assistance to supervisor to help train new hires for the Technical Support Department.