Matthew Jason Blanks Email & Phone Number

West Point, Georgia, United States

• Answer incoming client calls involving questions or issues (e.g., moves, adds, changes, service affecting issues, etc.)• Document all trouble tickets with clear, concise explanations promptly ensuring adherence to department policies and procedures• Provide constant communication to clients on any/all outstanding issues• Resolve problems within the scope of responsibility (e.g., modify call flow, password reset, web feature modification, add/delete users, etc.), escalating to appropriate departmental staff any issues that may adversely impact the client• Contact the common carrier and work with them to resolve issues determined to be in their area of responsibility, acting as a liaison between them and the client• Using various tools, monitor circuits, and network functions and activities for issues• Update information on trouble tickets as necessary, and close out trouble tickets when clients' issues have been resolved

West Point, Georgia, United States

• Managed 15-30 operators in a call floor environment• Ensured conference call setup for accuracy and compliance• Compiled various reports for upper management

• Conducted high-profile conference calls• Lead Streaming Conferences for sensitive customers