Kenneth Feagin Email & Phone Number

Lawrenceville, Ga, Us

Alpharetta, Georgia

Lead Consultant Production Support - Incident Manager for online support team, escalation process owner, portal performance, reporting data analytics for issues after launches, and improving portal functionality. ∙ Implemented an online ticket submission process for end users to reduce the call-in rate to customer service by 700+ calls a month.∙ Created and managed a frontline team to troubleshoot customer’s portal issues through Service Now. Training them on Service Now and other internal systems to resolve issues or expedite fixes.∙ Created Jira stories for defects and enhancements and performed UAT testing to enhance portal efficiency, increased Medallia scores, and reduced the creation of trouble tickets∙ Created and managed a project to perform an autosync or provide a disclaimer when running a query on the site resulting in the prevention of over 100k calls/tickets in a 6 month window∙ Created reporting and dashboards for leadership in Service Now and analyzed trends for error messages and failures to prioritize what fixes in the site needed to be focused on.∙ Monitored online opinion board and participated in focus groups to review feedback and implement ideas for improvements to the site∙ Manage Chatbot program which is a proactive tool to capture error messages and create automated trouble tickets (ave 1200 per month) to proactively find and resolve issues in the portal without the customer’s involvement. ∙ Collaborated with IT teams to plan and implement fixes and discuss root cause analysis by hosting calls to ensure alignment and target fix dates are being met.

One of the largest communications technology companies in the world that provide technology solutions to connect people, growing businesses and economies.; Manage the entire account life cycle of Fortune 500 companies as well as small–to-medium sized businesses•Grew and extended account contract by 200 percent through partnership that added 2000 tablets to client’s sales force•Oversaw management of over 20,000 lines in vertical markets like healthcare, utilities, manufacturing and distribution•Implement, track and provide quarterly forecasting and billing of M2M, cellular and internet of things accounts•Saved customer $30,000 in potential termination costs with implementation of a new process for a multi-line account. New process allowed the reuse of about half the lines that were to be canceled.•Created optimization report for customer voice lines that revealed new pricing options for their data devices, which prevented overages, resulting in $200,000 in savings annually. .•Monitored employee purchase program project that utilized an authentic landing page for device lines upgrades •Partner closely with internal stakeholders, clients, vendors, and telecom expense managers to provide excellent customer service.

Responsible for analyzing marketing programs that raise awareness of organizational technologies through integrated brand-building collaboration•Analyze, install, configure, maintain and repair enterprise voice infrastructure to ensure that performance and reliability meets and exceeds business requirements.•Responsible for forecasting and planning of members by developing, maintaining and implementing day to day operational plans for the project management team•Drive planning, forecasting, dimensioning and optimization of delivery based on business needs for particular programs.•Monitor system performance, troubleshoots outages, and manages vendor(s) to ensure optimal system performance.•Coordinate Network changes and requests with the appropriate internal and external stakeholders•Act as a subject matter expert on various areas and an advocate in adopting new best practices and processes.•Monitor reporting while collaborating with internal stakeholders to measure ROI of organizational purchases and promotions directed through retail and B2B vehicles•Monitor current market base to create strategic programs that streamlines processes to provide positive customer experience and reduce churn•Execute company-sponsored events

Analyze data against key performance indicators for overall project performance•Maintained network by troubleshooting and repairing outages; testing network back-up procedures; updating documentation.•Established voice and data networks by programming features; establishing interfaces and integrations; following industry standards; activating remote access tools.•Decreased Tech Support transfers from Customer Service intake by 6 percent with implementation of trainings, monitoring pilot teams, effectively implementing an in house chat room, and tracking results for the online team•Created project to assist Global Enterprise Specialist with selling devices through third party vendor apps •Reduced the centers Telesales transfers within in three months by creating a streamlined “Add-A-Line” training •Manage project to decrease call in rate as well as 2 hour repeat and training for device training on new product devices, tech support•Analyze transfer rates of team members, design performance trainings per analytics to improve processes

Provide product expertise to educate or resolve customer conflict. Act as liaison between local center and corporate headquarters •Handled service call escalations, facilitated team meeting and trainings as part of 5-star Campaign•Recognized for knowledgeability on systems, troubleshooting, phone system and network product launches•Team member that launched the Long Term Evolution (LTE) network•One of the first members of the Business Governance ALPHA Program, a program that trains qualified employees on how to be a Global Enterprise Advisor •Appointed to Data Specialist team whose goals are to assist Business Governance operations with reducing key analytics within the department

Focused sales efforts to service existing accounts, obtain orders and gain new clients for wireless provider•Exceeded target goals by excelling in Key Performance Indicators, providing customers with the knowledge and tools needed for optimal use of Verizon Wireless services. •Key holder; responsible for inventory, opening and closing of retail locations, and assisted with 5-Star campaign, a campaign management tool for market base •Provided support for merchandising and operations in multiple retail locations

Bachelor'S Degree, Marketing

Certificate, Project Management

Associate’S Degree, Business Studies