Lee Booker Email & Phone Number

Atlanta, Ga, Us

Greater Atlanta Area

1- 2019 Winner’s Circle and Torch Award winner for strategic planning and outstanding customer service2- Develops and maintains a high performance team that is accountable for accurately processing and fulfilling all orders for Cox Media products around the country. 3-Builds a collaborative environment and establishing effective relationships with internal and external customers and vendors 4-Streamlines processes building a continuous improvement environment for all team members 5-Develops requirements and business cases for technology and process improvements 6-Develops statistical and analytical reporting methodologies

Greater Atlanta Area

• Manage daily operations for 15 tier two agents.• Improve customer support efficiency by streamlining team support activities and standardizing responses to common questions and problems.• Ensure service level agreements were met by managing technical support related operations.• Identify and resolve business system problems utilizing continuous process improvement activities.• Diligently supervise customer service initiatives, collaborate with cross-functional teams & vendors and develop application monitoring tools to improve proficiency.

• Managed daily operations for 15 to 40 tier two representatives.• Ensured that performance metrics and daily goals were met.• Continually researched and developed considered recommendations for acquisition of new technologies, leading to current array of standardized tools.• Generates and monitored reports to ensure quality and service levels are maintained and deficiencies are identified and repaired.• Served on diversity team and helped with local community fund raisers and food drives. Teams were top performers in 1st call resolution, AHT, DSAT and CSAT Surveys.• Managed escalated customer complaints through resolution utilizing cross-functional and global resources as required.

• Managed three retail stores in the Gainesville/Ocala Florida Market.• Coordinated and oversaw the day to day operations of stores including employee management, store promotion, ordering, stocking, customer relations, employee relations, and training for the entire crew.

• Managed Ticketing process and reduced over 1000 overdue tickets to required corporate completion standards. Promoted to Retail Store Manager based on customer service managerial experience in various departments from help desk to sales.• Served as Technical Support Supervisor for 7 years with Cox• Provided effective and consistent technical support. Used technical skills and multitask while building a connection with customers and corporate accounts.• Organized staffing resources across multiple shifts to ensure optimal coverage and team performance.• Managed challenging situations with customers by providing them with information and knowledge, while staying within company guidelines.

Lafayette/Baton Rouge, Louisiana Area

• Managed team of 15 to 25 representatives.• Handled payroll, performance, billing and tech team issues.• Ensured that sales and quality expectations were met on a daily basis.• Provided focused, timely, high quality resolutions for escalated customer issues and developed broad influence through a robust set of internal/external relationships across the organization. • Promoted a win-win outcome within among and across teams, using the diverse perspectives of others to achieve results and improved the customer's experience among other tasks.• Continuously monitored key performance metrics and ensured smooth execution to consistently meet or exceed department goals.

Bachelor'S Degree, Marketing

Majored and Graduated in Marketing with a minor in business adminstration

Education record