• Mentor newly hired agents on processes and troubleshooting important to their job role. o How to properly warm transfer to other departments. o Proper ticket escalation to other departments. o Good probing questions to ask to deduce the base issue that needs to be resolved. o Soft skills to use to help improve Customer Satisfaction • Smile when answering the phone so customer can hear it in their voice. • Call the customer by their first name to make the call more personable.• Assisted agents with learning new tools and ways to use them in order to better assist them with the completion of their calls. o How to most efficiently use the Quick Support ticketing tool to complete filling in tickets quickly and accurately. o How to more effectively search the knowledgebase in order to quickly find answer to problems customers are calling about.• Consult with fellow mentors and team lead over new hires in order to identify best practices that would better assist new agents with transition to the floor. o Reverse y-jacking: Sitting with an agent and listening in on their call to provide feedback on how to improve. o Y-jacking: Had agent site with me while I took calls to show them call flow and call control. Helpful method to give them better understanding of call process.• Created survey to help identify areas of improvement in new hire transition and leadership support.• Educated agents on ways to improve their soft skills when assisting customers. o Personalize call closing to include mention of the survey but at same time let the customer know it is based on your performance only. • Saw team wide increase in Customer Satisfaction of over 5% when agents started utilizing this advice.• Developed procedures for Boeing Enterprise Help Desk to improve ticket backlog, agent Average Handle Time/First Call Resolution, and increase Tier 2 Customer Satisfaction metric.

• Educated Tier 1 agents on how to work tickets and perform call backs.• Trained backup employees for different locations for Workload Manager positions.• Set guidelines and established processes that are currently used for escalated ticket call backs. o Amount of calls done to customer in a day to try and reach them to resolve their escalated ticket with them. o Total amount of call backs done before resolving escalated tickets out if no response from customer. - These process implementations helped reduce our ticket backlog from around one thousand to four hundred and eighty in a month when we took the service desk over from the previous company that held it.

• Provided my fellow agents with best practices that would enhance their soft skills. o Smile when answering the phone so customer can hear it in their voice. o Call the customer by their first name to make the call more personable.• Worked with customers to troubleshoot and resolve issues with their cellular phones: o Messaging o Data o Voice• Reprogrammed cellular phones.• Assisted customers with financial aspects of owning a cellular device: o Change rate plans/features o Take payments o Help resolve billing dispute