Tommy Nunis Email & Phone Number

Charleston, South Carolina, United States

-Built help desk site and configuration from the ground up using Freshdesk.-Research and resolve all issues and inquiries coming through the help desk daily.-Maintain and setup users in company’s CRM system, VanillaSoft.-Create and maintain VOIP lines for all end users within the company through ConnectMeVoice and CoreDial.-Purchase, setup, and maintain domains/DNS records through GoDaddy, Bluehost, and IWF.-Setup new hires with the necessary systems for their role, as well as train the on security processes and standards.-Maintain email administration through G-Suite as well as internal cPanel.-Document all issues and generate reports detailing common problems and trends.-Consistently maintained 100% on-time resolution for tickets.

East Hartford, Ct

-Consistently exceed quarterly goals within department.-Assist all staff within credit union via phone and email with any questions or abnormal situations that may occur.-Work with other departments to improve current processes or create new ones that could improve efficiencies.-Create and review procedure articles for internal Knowledge Management system.-Perform regular quality checks of website information, legal documents, and any forms signed by members.-Obtain and organize monthly data to better help understand trends within the company.-Help with the training of new call center representative through shadowing and creation of information sheets.-Member of “Team Innovation” project that was aimed at improving the overall member experience.

Bastrop

-Consistently met or exceeded both sales and performance-based goals. -Troubleshoot customer's phone, tablet, and laptop issues both in person and via phone.-Dug deep into customer's needs and lifestyle to ensure they received the best possible product for them, resulting in the highest customer service rank and lowest return rate in the store.-Independently worked with outside businesses to have them switch their services over to AT&T, creating larger income opportunities for company.-Recognized as “Business Certified” after successful creation of 25 new business phone and internet accounts annually.-Actively worked with management team to create a “triage” role that improved store flow and lowered customer wait times.-Assisted in the creation of new hire training process that greatly reduced ramp-up time by one week for new employees.

North Charleston, South Carolina

-Consistently exceeded minimum contacts-per-hour threshold by 64%.-Worked with the Quality Assurance leadership team to lead Standard Operating Procedure (SOP) updates.-Managed SOP training documents for utilization of Salesforce, Oracle, Customer Service Central, as well as general procedures and best-practices for providing excellent customer service.-Created, managed approval processes and updated training documents and SOPs on SharePoint sites.-Actively worked with managers to train new hires through shadowing and hands-on examples. · Developed the “Department Coach” position that assigned a single point of contact who supported all new agents. This improved efficiency in the department, and allowed for lower member hold times on the phone.-Acted as liaison between member and nonmember-facing departments.-Troubleshoot member issues via phone and email by utilizing multiple internal knowledge base systems and partnering with other departments.-Monitored open cases to ensure questions and issues were resolved in a timely fashion.-Tracked metrics and personal performance reports to guarantee service level standards and key performance indicators were met.-Provided member feedback and escalations to appropriate management teams.-Actively performed duties and found innovative opportunities that adhered to Amazon’s core values.

North Charleston, South Carolina

-Managed and performed leadership duties for a staff of ten or more.-Monitored customer service quality from all employees through the use of customer surveys and verbal communication.-Developed an “open comments” field for online client feedback surveys to improve the customer service process which pinpointed specific issues, allowing us to improve average survey scores from a 6 out of 10 to a 9.

North Myrtle Beach, South Carolina

-Provided customer service during events by attending to guests’ needs and ensuring all employees were equipped to do the same. · Simultaneously managed, recruited and trained a staff of ten or more employees.-Took on additional roles and saved company payroll cost by combining banquet sales, design, setup and serving into one position.