Randall Thweatt Email & Phone Number

Austin, Texas, United States

Provision doctors and staff to use Allergan Direct. Assist field reps with onboarding and registration to eCommerce platform.Provide assistance for eCommerce-related question or issues that may arise for physicians and their staff.Proactively highlight the benefits of each program and optimize the benefits available to the customer regarding all applicable sitesProvide customer service to physicians and field sales representatives regarding questions related to Allergans aesthetic websites. Responsible for provisioning doctors and their staff to be able to use Allergan Direct in whatever capacity they chooseResponsible for assisting field reps with onboarding and registration to eCommerce platform that serves as the engine in which Allergan allows physicians patients to order product through a physicians website, supported by AllerganProvide on-going help for eCommerce-related questions or issues that may arise for physicians and their staff and act as the liaison between the customer and our ITteams.Computer experience includes word, excel, outlook, Google search engines, Teams chat programs, Salesforce and several Abbvie / Allergan software programs.

Pflugerville, Texas, United States

Served as a main point of contact for all customer requests – phone and e-mails initiated.Ensured timely completion of all customer requests by working with a group of highly skilled technicians across a North American footprint.Maintained a complete history of each customer work requests in the company work management system.Continuously communicated status of completion with customers and initiated escalations when needed.Efficiently managed emergency requests and escalations through LTS management for trouble resolution in a timely manner.Accurately coded tickets to enable customer billing and reporting.Managed regions and kept up to date technician and contractor availability schedule.Was part of the 20% that was laid off from the company due to COVID-19.

Austin

Entered data related to estimated market values, manually and through data entry. Recorded, researched and updated fiduciary files. Worked with Appraisal Review Board (ARB) during appeals season. Update information, new account set up, close-out of old accounts and data entry on Business Personal Property accounts. Scanned documents, typing forms and letters, researched addresses, opened, sorted and distributed mail, made copies.Computer experience included internal office programs, word, excel and Microsoft outlook.Temporary position ended.

Round Rock, Texas, United States

Responsible for hauling small freight throughout the USA in a timely and safe manner. Checked orders for accuracy and correct delivery location. Used several company webpages to track load, follow routes and special orders.Maintained vehicle properly to ensure vehicle was safe to drive.Left company because owner did not pay as agreed.

Austin, Tx

Responsible for scheduling and assigning all Move/Add/Change (MAC) and Break-fix cases including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines (SLAs). Responsibilities require working with customers, subcontractors, internal technicians, and consulting personnel to complete assigned MAC/Break-fix cases to the customers’ satisfaction within an aggressive SLA environment. Receives requests and schedules/dispatches MAC/Break-fix cases utilizing Black Box internal ticketing systems (Microsoft SL Dynamix/Solmon and Remedy ITSM ticketing systems).* Update customers and other stakeholders regularly on ongoing open MAC request/break-fix tickets* Receiving and managing 1st level inquiries and escalations from initial request throughout the ticket life-cycle to resolution.* Escalate and manage tickets to assure timely resolution.* Able to smoothly transfer information at the end of each shift with other support staff about any outstanding issues and tasks.* Performs research to improve service levels.* Ability to meet multiple service level agreement requirements during the ticket life-cycle.* Performs other duties that may be assigned by management. Accepted position with another company in Austin, TX.

Austin, Texas

Assist in monitoring company radio transmissions; prioritize, dispatch, and receive customer service order and other information utilizing Customer Information System (CIS), CAD, Maximo, GIS, SharePoint and/or two way radio. Assist customer and employees in person and via telephone regarding account information and service order requests pertaining to account inquiries, service requests, emergency situations, reschedule uncompleted work orders and answer customer direct line inquiries. Process, prepare reports and records including customer and emergency service order logs, incident reports and time sheets.

Manor, Texaas

Applied sharp organizational skills toward efficiently dispatching field service technicians to repair and maintain ATM machines nationwide for Wincor Nixdorf.Receive and process inbound calls, follow up on tickets, and provide ticket status to Wincor Nixdorf customers.Recognized as #2 dispatcher in January 2012 and consistently perform within top percentile of dispatchers at Wincor Nixdorf.Prepared and submitted regular reports to area managers detailing service visits.Responsible for scheduling field technicians to service ATM's throughout the USA in a timely manner to avoid customer escalations and complaints. Receive and make numerous calls per day, use chat programs with other dispatchers to improve quality and response/resolve time. Use dual monitors to multitask while on the phone with technicians, internal and external customers. Coordinate with area managers for accurate assignments and daily schedules.

Austin, Texas

Responsible for scheduling store visits to field technicians while working in a call center to monitor and work with area managers to confirm visits would be made on time in order to avoid company fines. Ran status reports for stores that have and have not been visited for the current week.

71 Hours Completed, Business Administration

71 hours in Business Administrtion

High School Diploma, General/Business Studies