Marlene May Email & Phone Number

Responding to support cases via telephone or in written internet-based email, online support tools Resolving customer concerns raised during installation, operation, maintenance or product application or compatibility matters Displaying interpersonal skills, technical product knowledge and expertise when responding to daily customer-centric activities Troubleshooting, analyzing and solving complex customer issues utilizing documentation, knowledge base, bug tracking system and Engineering staff Documenting customer information and recurring technical issues to support product quality programs and product development

California, United States

Receive telephone and 911 calls from citizens or other law enforcement agencies requesting/reporting emergencies; receive calls simultaneously, prioritize them, and maintain status of each; contact appropriate agencies for information and assistance; broadcast and receive emergency radio communicationsDispatch and maintain status on Sheriff's units, utilizing computer assisted dispatch; read and review California Penal Code, Vehicle Code, and Tulare County Ordinances

Creative, innovative, high-energy manager of systems, processes, teams and relationships. Proactively grow revenues and profits while launching new tools that support business agility during rapid industry, economic and technical change. 21 years in the telecommunication industry defining, designing and training call center proficiencies. Facilitated process improvement strategies to close gaps and successfully drive quality and operational initiatives in both the call center and implementation environments. Well honed analytical and organizational skills. Key strengths and contributions in: ▪ Leadership development▪ IT tech support▪ Sales/staff support▪ Management strategies▪ Team building ▪ Documentation development▪ Management & ad hoc reporting▪ Communication & presentation▪ Project & process management

Pioneer member of the Sales Performance and Leadership team. Developed, trained and implemented the Inspiring Leadership Excellence through Accreditation and Development (iLEAD) Program for approximately 275 managers/team leadersPerformed/implemented talent assessments of customer service managerial skill sets to determine leadership competenciesDefined training requirements and developed action plans to close knowledge gapsCollaborated with Human Resources and Workforce Development teams to tailor leadership development packages based on Key Performance Indicators for 275 managersMonitored and managed the Performance Metric Tracker, logon IDs/passwords for Accreditation tracking to certify managers as accredited leaders. Validated learned skills based on individual tailored curriculum for approximately 300 management employees. Coordinated executive reviews and managed document collection and dissemination.Developed & facilitated product/service system application test for iLEAD/IDEAL Accreditation.Crafted and trained the FiOS Billing Repeat Call Associate Training Package that reduced repeat billing calls from 32.76 % to 25.84 % in a 30 day period; improving customer net promoter scores (NPS) by targeted goalsNPS consumer Y/Y improvement of 15% and Q/Q improvement of 16.3% Total Retail Revenues ($M) $3,245. YTD % Attainment 98.6 Revenue Per Customer $69.06 YTD % Attainment 99.2 Specialist- National Process Improvement, Broadband Channel Support, Customer Service Sales support and Small Business

Bs, Advanced Telecommunications Technologies

Bs, Professional Technolgies

Bachelor Of Science (Bs), Professional, Technical, Business, And Scientific Writing

Education record