Michael Plowden Email & Phone Number

Suwanee, GA, US

Suwanee, Georgia, United States

Albany, GA

Maintain data integrity and be POC for all data-related inquiries with regard to company-wide MySQL data warehouse, incorporating multiple systems' data. Also key responsibility in scouting and selecting a new BI tool for the company, requiring multi-tiered cost-benefit analysis while engaging with multiple business partners. Responsible for providing.

Albany, Georgia

QA responsibilities included creation of and execution on a quality call auditing program, including closed-loop feeback upstream and downstream. Call quality guidelines developed to emphasize customer service, KPI targets, and governmental regulations for four layers of employee and executed with frequency and consistency. Coaching and training provided.

Albany, Georgia Area

Engage, manage and work to improve all functionality of the recovery and collections team to ensure maximum growth and revenue for the company. Evaluate and provide analysis and recommendations to determine credit decisions for customers and company. Review and adjust existing accounts to improve and encourage repayment and minimize delinquency. Execute.

Telecommuting

Define, develop and continuously improve the company’s quality assurance program, by managing the performance of the insource resources and outsource vendor contracted to supply quality assurance services. Manage the SOW contractual obligations. Set expectations, provide coaching and feedback to the outsource and insource teams, engage in weekly meetings.

Telecommuting

Handle technical issues related to the identification and resolution of customer concerns, including malware, drivers, peripheral installation, and other software-related inquiries. Manage up to four contacts simultaneously, maintaining quality service at all times and performing within expected parameters.

Albany, Georgia Area

Identify and hire competent, dedicated professionals to act in supervisory roles. Coach and develop the skills of these supervisors in interpersonal, technical, managerial, and educational fields as relating to the projects they are assigned to supervise. Manage over 200 employees in day-to-day call center activities. Develop and maintain client relations.

Albany, Georgia Area

Monitor and guide daily activities of 20 front line agents as relating to the project assigned. Through personal education and use of web-based applications, track agent quality and efficiency performance and develop these agents in all required areas to handle AT&T DSL and AT&T Mobile service, billing, and technical calls. Provide periodic feedback via.

Albany, Georgia Area

Handle technical and customer service-related issues for AT&T FastAccess DSL customers and AT&T Dialup customers. Maintain personal high quality results. Maintain high efficiency standards. Diffuse escalated calls and take ownership of every issue until resolved.

Some Coursework Completed, Computer And Information Sciences And Support Services

Activities and Societies: Peer Tutoring program, tutor for computer sciences courses.

High School, Dual Seal

Activities and Societies: Technology Student Association, Parlimentary Procedure Team