Kevin Newton Email & Phone Number

Overland Park, Kansas, United States

Analyzed information from multiple data sources to identify trends and outliers for issue detection and problem resolution.*Communicated with multiple levels, from peers to director and VP level positions, verbally and in writing providing intra-day and roll-up performance status and recommendations as well as collaborating for solutions with multiple teams.*Monitored and detected issues real-time to solve for outages, routing, or other issues impacted customer service, and working with teams to escalate based on urgency, decreasing down time on average by 20%.*Managed intra-day staffing levels in multiple queues and, provide recommendations to improve performance based on business needs, improving efficiency and lower costs.*Leveraged workforce management strategies, technical and business solutions, and large data sets of performance factors, driving effective short-range staffing plans, daily work direction, and intra-day staffing levels / assignment.

Kansas City, Missouri Area

Led development and maintenance of organization's Business Continuity Program to ensure resilience and readiness in the face of potential disruptions.*Conducted Emergency Preparedness drills and exercises with Contact Centers and Corporate Functions, enhancing employee safety protocols.*Interfaced with engineering and operations staff to ensure appropriate development of a function and site-specific hazard assessment and emergency classification procedures, improving decreased customer impact during outages.*Managed Business Continuity events such as hurricanes, heavy snow, and ice storms that impact staffing for Consumer, Prepaid, Telesales, Collections, and corporate functions across 70 plus call centers around the world, decreasing customer hold times during events by 15%.*Attained CBCP certification through DRI International (Disaster Recovery Institute), demonstrating expertise and commitment to best practices in continuity planning.*Conducted and presented findings from risk reviews to leadership, eliminating single points of failures throughout Care organization’s call routing logic.*Led transition of call center experts to a work-from-home environment during COVID-19 pandemic, establishing remote setup that Sprint had not previously implemented.*Conducted quarterly business continuity plan reviews and updates for internal call centers and corporate functions, as well as yearly reviews for partner call centers.

Responsible for scheduling and staff planning for customer service Contact Centers. Generate and maintain several spreadsheets used for forecasting and reporting contact center’s results. Host weekly calls with sites to provide guidance with staffing and training for upcoming weeks. Provide daily and weekly reports to Directors and VPs outlining how sites rank towards the WFM metrics. Produce any ad hoc reports needed by WFM. Generate and simulate schedules for iDEN contact centers across the enterprise within IEX.

Ensure all fix agents are engaged and tickets are escalated as appropriate. This includes but is not limited to telephony, agent desktop (voice and data) and customer facing systems such as .com and device/handset network. Document all events that could negatively impact performance metrics, such as system issues, weather events, high call volume or AHT due to new initiatives or unplanned events. Ensures that performance targets and issues are communicated real-time to the Sprint leadership team intra-day. Monitor real-time call flow for 72 Sprint contact centers, grouped by call type, ensuring performance targets and efficiencies are maximized across the enterprise.

Support Fort Worth Mission Control by assisting in achieving the call center objectives through call routing modifications and re-skilling of specialists. Perform daily system monitoring and reporting of call flow distribution throughout the call center allowing customers to achieve the highest level of accessibility. Identify, analyze and communicate call handling trends and staffing needs to the different departments. Provide intraday reports for accuracy of staffing allocations by line of business. Winner of On the Spot Award for helping schedule Faerie meetings in 2002. Winner of Employee of the Month for October 2003 and September 2004.

Monitor tiers of incoming cases, manage the workload of at least 300 Trouble Specialists. Assign cases to ensure consistent workflow and timely response to customer inquiries. Monitor activation control systems to ensure timely and accurate service delivery. Trend and test for the Sprint PCS National Operations Control Center when system discrepancies are identified. Identify, review, and resolve problems encountered with the WSCP/VMS systems and translations through interaction with the NOCC, OSSC, and other vendors including Lucent, Nortel, Motorola, and Comverse. Responsible for troubleshooting and repairing breakdowns on the CDMA network including all Wireless Service Control Point Systems and voicemail systems. Winner of the Quarterly Excellence Award for the fourth quarter of 2000.