Joseph Lugent Email & Phone Number

Sr Analyst-Desktop Strategy Team Verizon CommunicationsMay 08, 2018 - Desktop Strategy team responsible for system deployments and enhancements improving the call center employee's desktop. Specifically, the Desktop strategy team utilizes insights, automation and machine learning to advance the agent and customer experience.

Responsible for delivering national technical support training for local center as well as delivering FSC Initial Training for Newhire employees and reskilling existing employees to FIOS. Actively engaged with training and development to update current training modules and improve the quality of our testing program. During this period provided post training support to ensure the success of the students. Worked on high visibility projects-email transformation project, IPTV and BHR5. Key role in piloting some of our digital initiatives that will transform delivery methods such as Office Hours and Swivl technology.

Program manager for the development and rollout of training in various lines of business including: Consumer, Business, Tech Support and Alternate Channels. Responsibilities include scheduling and leading project team calls, providing an agenda, negotiating a timeline and identify/removing any potential challenges for the completion of the projects. Work with all the key project owners to ensure information is free flowing and projects remain on task. In addition to assisting with the creation and testing of web based trainings and the instructor led trainings, partner with the business owners to ensure that the training is relevant and accomplishes the training objectives.

Workforce development delivering FSC Initial Training for Newhire employees and reskilling existing employees to FIOS. The classes were designed to ramp up associates and management to the role of a Fiber Customer Supt agent. Also actively engaged with training and development to update our current training modules and improve the quality of our testing program. During this period provided post training support to ensure the success of the students.

Monitor the health and status of the network. Provide installation and maintenance support to field technician that support the Verizon network. Resolve outages by engaging and escalating issues to the appropriate work group. Handle field escalations that are communicated through management.

Analyze and support Verizon FIOS home service. Isolate and resolve technical issues with data, video, and phone service. Support includes working with internal and external customer to resolve complex technical issues. Escalations include working floor escalations, presidential appeals, public utility complaints, and escalations via social media channels such as Facebook, Twitter, Forums, and DSL reports. • Selected for Customer Experience/Social Media Team • Certified Verizon Trainer supporting the Ft Lauderdale WAH project • CSA of the year 2010

Supported the WAH (Work At Home) initiative in Ft Lauderdale FL as an instructor. Successful delivery of the FSC Initial Training Class to a group of 24 work at home agents. Responsible for providing remote support following the completion of the training.

Analyze and support Verizon FIOS home service. Isolate and resolve technical issues with data, video and voice services. Support Includes working with external and internal customers to resolve complex technical issues. Selected for the customer experience team wihich handles escalations including floor escalations, presidential appeals and public utility complaints.

Provide in-home/business onsite support for Dell products and services. Responsibilites included hardware/software troubleshooting and replacement. Tutorials and providing face to face software support.

Supervise teams in 3 different workgroups. These teams include a quota driven retention team(2 YRS), an escalation team in CLC(1 YR) and managing an outbound calling team(1YR). In addition, had a role in IT department(1 yr.) providing desktop and networking support for 1000 unit call center along with coordinating communication between appropriate groups to identify and restore network connectivity issues. Teams varied in size from 14 to 18 agents. While in retention I was responsible to ensure that agents had the ability to troubleshoot and resolve complex technical issues and provide the customer with customized solutions. • Recommended and re-engineered escalation process including the addition of live market transfers • Key role participating and making recommendations for a company-wide CRM project • Led the desktop team in ticket resolution • Recommended and created new hire training module

Bachelor Of Science - Bs, Information Technology

Associate'S Degree, Information Technology