Curtis White Email & Phone Number

North Carolina, United States

Greensboro, North Carolina, United States

Greensboro/Winston-Salem, North Carolina Area

• Upgraded North Carolina Barbecue Society’s website with Wild Apricot membership management software and E-commerce; managed site content; official photographer for boot camps.• Developed HTML/CSS templates for the Winston-Salem Chamber of Commerce’s MailChimp email marketing service.• Edited TV commercials for premiere clients of Time Warner Cable Media Sales; collaborated with GM on internal Sales presentation featured nationwide.• Produced, wrote, shot, and edited commercials… Show more • Upgraded North Carolina Barbecue Society’s website with Wild Apricot membership management software and E-commerce; managed site content; official photographer for boot camps.• Developed HTML/CSS templates for the Winston-Salem Chamber of Commerce’s MailChimp email marketing service.• Edited TV commercials for premiere clients of Time Warner Cable Media Sales; collaborated with GM on internal Sales presentation featured nationwide.• Produced, wrote, shot, and edited commercials and award-winning short films for clients as well as independently.• Ghostwriter for over 50 content marketing websites; proofreader for PhD students. Show less

Greensboro, North Carolina, United States

• Collaborate with corporate and site leadership as well as cross-functional teams to develop, launch, and revise standard operating procedures for a team of60 high-performing specialists to support property management for Community Solutions’ premiere client.

• Review calls for quality assurance and conduct one-on-one coaching sessions with specialists, agents, and leads to improve behaviors that affect core performance metrics; document action plans and follow-up to ensure compliance.• Collaborate and coordinate internally with multiple departments to ensure resolutions for customers who have escalated beyond standard troubleshooting pathways; deescalate and follow up with supervisor, account executive, and corporate escalations.• Collect… Show more • Review calls for quality assurance and conduct one-on-one coaching sessions with specialists, agents, and leads to improve behaviors that affect core performance metrics; document action plans and follow-up to ensure compliance.• Collaborate and coordinate internally with multiple departments to ensure resolutions for customers who have escalated beyond standard troubleshooting pathways; deescalate and follow up with supervisor, account executive, and corporate escalations.• Collect and organize data for departmental performance reporting utilizing Microsoft Excel, SharePoint, and PowerPoint; present data to management team and discuss strategies to improve efficiency and processes.• Conduct team meetings and classes consisting of 15-20 agents and leads, covering new product offerings, updates to company policy and procedure, and troubleshooting questions.• Track attendance and deliver corrective actions if necessary, up to termination of employment. Show less

• Collaborated with leadership to implement a new process for outage reporting across departments; frequently coordinated with leadership and operations to share knowledge and improve efficiency.• Conducted one-on-one recursive training with Managed WiFi agents, coaching on best practices; sidejacked and trained new leads and supervisors on tools and troubleshooting.• Assisted agents with live troubleshooting for video, internet, voice, and Managed WiFi services; coached agents on… Show more • Collaborated with leadership to implement a new process for outage reporting across departments; frequently coordinated with leadership and operations to share knowledge and improve efficiency.• Conducted one-on-one recursive training with Managed WiFi agents, coaching on best practices; sidejacked and trained new leads and supervisors on tools and troubleshooting.• Assisted agents with live troubleshooting for video, internet, voice, and Managed WiFi services; coached agents on customer service and tool usage; escalated, tracked, and worked tickets for issues and created guides for undocumented processes. Show less

Greensboro, North Carolina, United States

• 2020 Q4 Charter Achievement Award winner and Circle of Excellence Support & Leadership top performer for October 2020; consistently ranked within top 10 of site leads.• Collaborate and coordinate internally with multiple departments and members of leadership to ensure resolutions for customers who have escalated beyond standard troubleshooting pathways utilizing digital, telephone, and in-person communication; deescalate and follow up with supervisor and corporate escalations.•… Show more • 2020 Q4 Charter Achievement Award winner and Circle of Excellence Support & Leadership top performer for October 2020; consistently ranked within top 10 of site leads.• Collaborate and coordinate internally with multiple departments and members of leadership to ensure resolutions for customers who have escalated beyond standard troubleshooting pathways utilizing digital, telephone, and in-person communication; deescalate and follow up with supervisor and corporate escalations.• Conduct team meetings consisting of 10-15 agents covering new product offerings, updates to company policy and procedure, and troubleshooting questions.• Assist agents with live troubleshooting for internet and voice services; coach agents on customer service and tool usage; escalate, track, and work tickets for issues and create guides for undocumented issues; sidejack with new leads and supervisors. Show less

Greensboro/Winston-Salem, North Carolina Area

• Top performer with highest First Call Resolution for December 2018; Circle of Excellence Top Ten performer for August and November 2019, March 2020; achieved Rep 3 within 2nd year of employment; consistently ranked within top 10%.• Member of Ticket Accuracy Group Team (TAG) member, Special Initiatives Team (SIT) for Spectrum TV app, and Wireless to the Premises (WTTP) pilot program.• Mentored new hires by demonstrating proper troubleshooting protocol and customer service through… Show more • Top performer with highest First Call Resolution for December 2018; Circle of Excellence Top Ten performer for August and November 2019, March 2020; achieved Rep 3 within 2nd year of employment; consistently ranked within top 10%.• Member of Ticket Accuracy Group Team (TAG) member, Special Initiatives Team (SIT) for Spectrum TV app, and Wireless to the Premises (WTTP) pilot program.• Mentored new hires by demonstrating proper troubleshooting protocol and customer service through one-on-one sidejacking sessions; call recordings used in new hire classroom for training purposes.• Troubleshot cable internet and VoIP phone issues with residential customers over the phone while providing world-class customer service and utilizing internal tools, knowledgebase, and resources. Show less

Greensboro/Winston-Salem, North Carolina Area

• Grew psychiatric & wellness practice from inception to a fully operational clinic with 6 providers; produced all marketing materials, including web presence.• Utilized Office Ally Practice Management System for scheduling, billing, provider’s notes, and internal communications; trained staff on software.• Provided patient education for chemical dependency population and their families; managed and performed front desk duties including multi-line phone system, prescription refills, and… Show more • Grew psychiatric & wellness practice from inception to a fully operational clinic with 6 providers; produced all marketing materials, including web presence.• Utilized Office Ally Practice Management System for scheduling, billing, provider’s notes, and internal communications; trained staff on software.• Provided patient education for chemical dependency population and their families; managed and performed front desk duties including multi-line phone system, prescription refills, and medical billing and coding. Show less

Greensboro/Winston-Salem, North Carolina Area

• Performed entry and management of student records in Datatel Colleague enterprise software; created training manual and trained instructors and data team on intake and data management procedures.• Developed curriculum and materials for Job Training & Basic Computer Skills classes; taught students in classroom environment.• Scheduled and conducted one-on-one counseling sessions for students of all ages and backgrounds to mentor, tutor or guide them in their educational and career… Show more • Performed entry and management of student records in Datatel Colleague enterprise software; created training manual and trained instructors and data team on intake and data management procedures.• Developed curriculum and materials for Job Training & Basic Computer Skills classes; taught students in classroom environment.• Scheduled and conducted one-on-one counseling sessions for students of all ages and backgrounds to mentor, tutor or guide them in their educational and career planning. Show less