Phillip Hambrick Email & Phone Number

Greater Atlanta Area

IBM, Team Lead, IBM Remote Service Support Call Center Supervised more than 50 employees that were responsible for performing retail hardware support in a fast paced call center environment. Responsibility also included training and assisting employees on new equipment and changes to work and safety procedures. Maintained scheduling and performance reports, and ensured employees Skill Level Agreements performance average rate exceeded 90 percent. Contributed to the department exceeding all of their annual Skill Level Agreement goals by 90 percent or greater. Maintained a high character for being trustworthy, ethical, discreet, and committed, to superior customer service. Provided reports and updates to managers which required being confident and poised to allow interactions with customers at all levels. Responsible for multi-tasking effectively, and for handling other tasks as directed or assigned.