Maria Musco Email & Phone Number

Pensacola, Florida Area

• Maintain direct interaction and partnership to conduct real-time monitoring of Technical Support Representatives to monitor productivity, metrics, and technical accuracy to ensure excellent service forClearwire customers.• Hire, develop and lead a team of Level II & Level IIITechnical Support representatives, including establishing performance goals, providing career development, and supporting team and individual employee development.• Promote technical support strategies while… Show more • Maintain direct interaction and partnership to conduct real-time monitoring of Technical Support Representatives to monitor productivity, metrics, and technical accuracy to ensure excellent service forClearwire customers.• Hire, develop and lead a team of Level II & Level IIITechnical Support representatives, including establishing performance goals, providing career development, and supporting team and individual employee development.• Promote technical support strategies while fostering a competitive environment that enriches the customer experience.• Partner with management and outlying groups to promote Technical efforts, increase competition awareness, overcome objections, and bridge gaps of opportunities to increase service results.• Provide coaching and feedback on employee performance that insures consistency and a high level of customer service.• Analyze and actively manage quantitative and qualitative performance metrics and communicate information to management and staff in order to promote service excellence and individual personalgrowth.• Support team members in problem solving to attain first call resolution. Address escalated technical issues in a responsive, timely and accurate manner to achieve maximum customer satisfaction.• Develop and maintains constructive working relationship with markets, customer support teams, Operations, Engineering, Marketing and other internal customers.• Develop training and troubleshooting steps to be used by team in resolving Clearwire customer issues.• Manage and resolve major customer and market escalations.• Ensure acceptable service levels for tickets and inbound calls by monitoring call distribution system and ticket queues.• Conduct real-time monitoring of Representatives to monitor productivity, metrics, and technical accuracyto ensure excellent service for Clearwire customers. Show less

Transitioned customer support for Clearwire from internal operations located in Florida & Las Vegas to Teletech and other Service providers while ensuring the high expectations of Clearwire's Customer service is exceeded. Increased Net Promoter score, Created a Quality program for Teletech while mentoring and up training Supervisors.

Provide the best quality and efficient customer service through the daily management to the Technical Support Supervisors to include motivating, recognizing and rewarding, coaching, counseling, training and problem solving. Responsibilities also include assisting other departments, providing vision and leadership to a team of managers and representatives, by knowledge development, analyses, implementation of training, scheduling, and reward/recognition programs

• Streamlined the hiring process for the L2 position to ensure the right people are promoted and that all other partners receive the feedback that they need to continue to improve for future opportunities. • Created Productivity reporting to show the accomplishments and areas of opportunities of the team. The productivity report also breaks down to Partner level so that each Partner can be held accountable for their work• Managed the development and deployment of an in-house chat… Show more • Streamlined the hiring process for the L2 position to ensure the right people are promoted and that all other partners receive the feedback that they need to continue to improve for future opportunities. • Created Productivity reporting to show the accomplishments and areas of opportunities of the team. The productivity report also breaks down to Partner level so that each Partner can be held accountable for their work• Managed the development and deployment of an in-house chat program to assist all Level 1 Tech Support Partners while insuring that the reporting was in place to ensure that the accurate information is delivered in the most timely manner• Built a relationship with Network Operation Center Management and the RF Engineers to streamline support for our customers by ensuring that the lines of communication are always open between the frontline support and the Network Support. I manage Weekly and Bi-Weekly calls with both groups to ensure that everyone remains on the same page• Worked with VoIP engineering to streamline VoIP escalation path for all customer effecting issues• Tracked customer examples of the DTMF issue to assist Linksys in identifying the root cause of a DTMF issue in certain ATA’s and work towards a solution• Utilized reporting from Workforce to predict future call volume, schedules and headcount needs to proactively hire and train VoIP• Managed the complete revamp of the Digital Voice training for all departments to increase the understanding of our VoIP service while reducing the need for additional transfers. • Researched and developed custom Quality reporting that allows trending at a partner level, team level or department level Show less

• Supervised up to 30 Representatives, Manage call flow between 3 queues • Created, designed & delivered Tech & Data New hire training to increase One Call Resolution and reduce additional trainings• Deliver 4 quality control sessions with each representative every month• Manage the Data Support Webpage for all departments• Manage my team’s performance so that they consistently exceed all metric’s goals• Helped create and implement the “Burn In Center” to properly test new… Show more • Supervised up to 30 Representatives, Manage call flow between 3 queues • Created, designed & delivered Tech & Data New hire training to increase One Call Resolution and reduce additional trainings• Deliver 4 quality control sessions with each representative every month• Manage the Data Support Webpage for all departments• Manage my team’s performance so that they consistently exceed all metric’s goals• Helped create and implement the “Burn In Center” to properly test new products• Create and deliver monthly Bonus reports for each team member• Create and deliver Quarterly “Book of Business” reviews. This presentation details the call metrics and call drivers for the last quarter.• Work with multiple departments to insure the Panama City Data Department is ready for integration due to the merger Show less