People manager for 10 to 20 technical support phone agents within the ProSupport organization at Dell. Effective leader with a strong technical support background. Responsibilities include managing attendance, performance, disciplinary actions and development of direct reports. Strong focus on customer experience while taking actions needed to ensure customer satisfaction, cost control, and improve efficiency. Responsibilities include monitoring service levels, call volumes and scheduling. Developed daily call center team plans with strategic personnel. Handled outsourced call center interactions. Experienced in call center management, monitoring and reporting tools including Avaya CMS Supervisor, Aspect RTA Client, Qfiniti agent monitor. Proficient with database, word processing, spreadsheet, and presentation applications. Experienced in data analysis, using SAP BusinessObjects, Tableau analytics software and Excel.

Technical supervisor for new phone agents. Provided technical and managerial support for new technicians in the Gold technical support queue. Responsibilities included delivering daily debriefs covering common issues, policy items and technical problems that the group had experienced. Developed and performed training in areas in which the team appeared to have questions or a lack of knowledge.Chat L2 for internal technicians: Responsibilities included handling technical escalations from front line technicians. Also verified troubleshooting performed by technicians and provided additional troubleshooting tips and ideas. Approved the dispatch of replacement parts for warranty repairs. Verified that the troubleshooting performed was accurate, verified parts and service accuracy.Technical trainer: Performed vitality training on a variety of technical topics such as wireless troubleshooting and RAID configurations. Policy issues were also a covered. The target audiences were generally groups of 5 to10 frontline technicians and 2nd level internal chat agents. Classes were usually 2 hours in length. Responsibilities included developing the training, usually through the creation of PowerPoint or Word presentations as well as hands on training. Floor coach: Responsibilities include handling walk up technical issues. Was a point of contact when team managers were unavailable. Coached a team of 12-15 Gold Technical Support/ProSupport technicians. Responsibilities included analyzing phone and performance metrics and developed action plans, provided constructive feedback and additional training in order to improve their ability to resolve issues and deliver a positive customer experience. My teams were consistently ranked at or near the top of our stack ranking during my tenure as coach.

Provided technical phone support for home and small business computers. Position required advanced knowledge of Windows 95,98, NT, Win2k and WinXP. Thorough knowledge of computer hardware was also required for this position. Position required strong problem solving and customer service skills. Strong analytical ability was required in order to resolve routine to moderately complex technical issues. Position required advanced oral and written communication skills.