Director/GM Lead Compliance, Integrity, Quality, Quick Response Investigations, and Disciplinary Action for our organization.Director/GM Lead Organizational SharePoint Designer and Admin.Director/GM Lead for System Ambassador Program.Peer Coaching Frontline Management on Best Practices.Resolving Various System Issues.Manage the System Issues Response Team to address and correct problems with the Agents in Realtime.Audits and Reporting for Credits, System Access, Stats, Call Statistics, Resolve Rate, and Transfers.Real time support for more than 40 Team Managers, nearly 600 reps, and 4 Area Managers on complex customer issues providing resolution paths and assistance driving real time resolution.Outage Reporting and Support.Outlier Coaching and Discipline.Salesforce Issues intake and vetting before passing it onto the defect teams.

Director/GM Lead Organizational SharePoint Designer and AdminDirector/GM Lead for System Ambassador ProgramOnboarding and Equipment New HiresSystem Access Point of ContactEquipment Ordering Point of ContactCoaching Frontline Management on Best PracticesResolving Various System IssuesCertified as a Hiring ManagerManager the System Issues Response Team to address and correct problems with the Agents in RealtimeAudits and Reporting for Credits, System Access, CasesReal time support for more than 40 Team Managers, nearly 600 reps, and 4 Area Managers on complex customer issues providing resolution paths and assistance driving real time resolutionICU and Mobility Tech Subject Matter Expert for Mobility Sales and ServiceAsset and Company Phone Use Management for over 600 employeesOutage Reporting and SupportOutlier Coaching and DisciplineExiting Employee Asset ReturnsSalesforce Deployment in my organizationSalesforce Issues intake and vetting before passing it onto the defect teamsSharePoint Development and Maintenance for all organizational intake requestGlobal Security Groups to easily manage access and permission levels for reps and management in our organizationProject Management

Urgent Care back-office case worker for technical issues, reporting, Microsoft SharePoint management, group email box management, system management role collecting feedback and working within the organization to help resolve rep tool issues, and call center IT work. Effect 10/21/2020 Took over the Troubleshoot and Resolve SME Role for Wheeling Call Center as well. In this role I collect feedback and put forth ideas and issues related to the Mobility Troubleshoot and Resolve Tool used by both frontline agents and a slim version on our website for customers to use for self-service troubleshooting.Assisted customer with technical issues related to their devices and network, handled international roaming troubleshooting and billing, ISM - Assisted DirecTV and AT&T Residential fiber services.

Prior positionsCustomer ServiceSmart Chat & ICU PilotATS Windows PhoneATS Blackberry & WindowsATS AndroidATS MobilityATS All-in with ISM (ISM Added the ability to work with AT&T Internet, Phone, and DTV Accounts)