Managed multiple teams of 15- 20 agents at a time, also helped develop multiple agentsCoordinated new nesting class from training to productionEffectively managed a high-volume of inbound and outbound customer callsAccurately documented, researched and resolved customer service issues for all tiersInitiated ideas to improve overall campaign productivityAnalyze all metrics for the team, maintain KPI requirements and deliver on weekly andmonthly goalsInterviewed, hired and trained new quality customer service representativesDeveloped open and professional relationships with team members, enabling more effectiveissue resolutionCommunicated and coordinated with multiple departments to achieve campaign goals.Attended Capacity and Attrition calls, working with OM to ensure that we have propercoverageBusiness Reviews completed weekly, monthly, and quarterlyDelegated tasks to team members to optimize productivityEnforced adherence to company policies, answered coworkers' questions and trained newpersonnelAssessed, motivated and empowered team members to perform in a manner that buildscustomer satisfaction and loyalty, leading to retention and growthProvided development for agents to get promoted to leadership positions in recognition ofstrong work ethic and demonstrated ability to provide exceptional customer serviceCreated and Initiated new business processes to sustain performance

Home network supportPc repair and maintenanceSoftware installationRemote access

● Effectively managed a high-volume of inbound, ensuring that each team member met andexceeded metric goals weekly and monthly● Coached agents on soft skills and how to utilize resources. Taking them from good to greatwith best practices● Coached in line with Cox QA guidelines to ensure customer satisfaction in every interaction● Created action plans with highly productive agents to move them on the path of careeradvancement● Technical support for Internet, video, phone and email investigation and reporting of serviceimpacting outages● Assisting on lead line (Tier 2/Supervisor calls), as needed● Customer follow-up to ensure satisfaction of services; as provided by supervisor and lead staff● Coached teammates on soft skills and how to utilize resources

Setup home networksTrouble shoot connectivity issuesTrouble shoot hardware/software issuesSet up network printersConfigure wii, xboxReformat Install virus protection, Microsoft officeConfigure windows for optimum performance

ISP for Montana, Wyoming, parts of Colorado and Utah. Assisting customers with Internet connectivity and slow speeds as well as email and pop 3 configurations. Trouble shoot phone and modem issues. Documented every call using A.C.S.R and Remedy escalating or closing as necessary.Verify correct cabling of equipment, use command prompt to very correct ip configurations, walk customers through resetting nic card, inform customers about slow speeds and instruct them on how to increase speeds. Remote access to install software, verify settings for network, set up pop clients, walk customers though how to set up accounts. Used NGN to run call traces when customers were not able to make/receive calls. Set up phone ports using company software.

Worked with Cisco Professors to help with equipment issues, organization, and inventorySwapped out routers/switches re-cabled to make clean and organized for Net Lab (remote access program students used to complete labs for cisco class) Updated IOS on outdated/wiped switches and routers using xmodem as needed or when students deleted (1841,2600, 2800, 2801, 2950, 2960) Inventoried all switches and routers in 2 class rooms and storage, used information to design equipment stacks for new classroomsSet up bare class with 35 computers, cabling computers to switches in the sub-floor Trouble shoot/repair various cisco switches and routers as needed when students broke them

Worked closely with Best Buy associates in the computer and mobile department selling data cards, phones and data plans.Number one sales rep for 3 monthsFocused mainly on selling data cards by working with associates in computer department, staying up to date on new pc models as well as new hardware (i.e. processors, graphic cards) helping customers purchase the right pc and data plan for their needs.

Technical Edge consulting to set up and maintain 3 servers, redesign naming scheme for computers to coincide with port numbers on patch panels.Set up active directory, users, groups, admins, share files/drives, Set up separate server for public useSet up fire wall, blocking unnecessary websites Set up computer lab for students with 25 laptops, reformatting allRan cable into room, set up access point to allow wifi accessSet up network printerTrained staff on how to log on to the server properly, how to access files and drivesSet up staff email accounts using outlook Grant reportingKept student records up to dateFiling Took child care payments/ deposited

General office responsibilities; multi-level phone system; inventory; filing, conflict resolution. Tracked, gathered and transferred Time Sheets to the Business Office. filing, ordering and checking in supplies, answer phone, time sheets, help in class rooms with students that needed one on one help. Worked closely with IT Department from Administration Building.