Mark Moran Email & Phone Number

• Manage a team of 25 - 30 Technical Support Representatives • Hiring of front line employees• Coaching agents on their Key Performance Indicators. (KPI)• Assigns schedules for team members based upon a monthly rotation plan.• Delegate and monitor work assignments to staff. • Mentor new hires and existing staff on department procedures and policies.• Ensure that team members practice ticket ownership regularly• Provide regular coaching to team members.• Follow-up on escalated Customer issues ensuring that the clients are contacted quickly and the issues are resolved.• Lead by example. Strive to exceed customer's expectations whenever possible.• Provide positive reinforcement to staff, for efforts in providing Customer Service. • Identify areas of weakness and regularly coach staff members on corrective practices. • Train staff on proper organizational techniques and processes.• Weekly Manager Meeting’s to review Product Development; in order to help increase communication between Technical Support, Sales, Development and Quality Analysis.

• Ensuring Customer, Client and Associate satisfaction.• Participate bi-weekly in Product Development meetings with Client to discuss possible issues with products, which could increase call volume and give negative customer experience.• Participating in planning, preparing and maintaining business reports critical to Client Logic’s success and profitability and critical to meeting our client’s expectations.• Participate in Process meeting with Client to discuss various policies and procedures, which needs to be reformed or changed.• Supervise 30-40 Technical Support Agents who are troubleshooting and providing PDA solutions over the phone.• Coach and Mentor associates for quality and accuracy by monitoring the calls and providing the constructive feedback.• Motivate the floor in order to meet the targets and roll out incentive programs on the floor.• Conduct weekly internal monitoring calibration sessions with educational services and other managers.• Ensure adherence to all processes, procedures and campaign information on the floor.• Submit daily/weekly/monthly reports to client services and Operations Manager on a consistent basis.• Make recommendations for quality and process improvements.• Real time queue management and ensuring that service level goals are consistently met.• Track and record attendance, tardiness and attrition on daily/weekly/monthly basis along with providing corrective action/counseling and then doing a follow-up.• Perform additional operational duties as assigned.• Preparing and maintaining statistical reports used in management decision making.• Conducting team meetings on regular basis.• Provide leadership and management to associates; seeks to achieve overall associate satisfaction.

• Provide technical information and/or solutions to most GSM/GPRS data devices to agents that are in need of assistance (especially the Blackberry and the Air Cards) • Managing the Blackberry Queue and taking calls whenever there is low service level or queue. • Blackberry certified Tier-2 Customer Support agent by RIM • Floor management• Conducted ongoing Refresher and new device and application training • Queue management with CMS or CRT application and generation of daily and weekly reports• Call monitoring and feedback for the team agents• Assisting agents in handling irate customers and unusual situations• Researching and resolving escalated issues from agents and client• Perform new products and/or processes training to agents• Technical solutions authoring for Primus Knowledgebase• Processing half hourly reports (occasionally)