Russel Eckert Email & Phone Number

Cincinnati, Ohio, United States

Responsible for leading a team of Knowledge Managers to maintain knowledge in Sales Force, Oracle Knowledge products, and Sharepoint across multiple teams. Personal focus on moving our org to logical process mapping to visualize and communicate process flows and implementing AnswerFlow and subsequently Intelligent Advisor to augment agent decision making with integrated system information.

Responsible for driving restoration efforts on Critical and High Impact incidents.

Hebron, Ky

The Business Relationship Manager (aka Client Advocate) is responsible for building and maintaining a positive relationship with new and existing customers. Establishing and enhancing relationships with key personnel within the client organization. The role is highly integrated with departments within Pomeroy including, service delivery, sales and IT. The position works with Pomeroy and client personnel to understand client requirements and work directly with the client to support their needs.

Hebron, Ky

The Service Desk Manager (SDM) provides daily operational supervision and accountability for service desk analysts and process analysts in the execution of duties that will provide consistent compliance, with high quality of service, for specified service deliverables, with measurable performance metrics (SLAs, SLOs, and KPIs) for our clients. The SDM ensures compliance using established procedures for new and existing statements of work. They also ensure that Level 1 and Level 2 analysts achieve successful quality assurance scores while driving overall improvement through Continuous Service Improvement initiatives. The SDM will ensure satisfactory analyst utilization. They ensure compliance with Service Center policy for incident reporting and documentation and all personnel policies as published in the Employee Handbook

Hebron, Ky

The Process Analyst position involves acting as a Technical Support Specialist; this individual serves as a point of contact for account specific issues including identifying process changes, account continuous improvement, and general quality auditing.A Process Analyst assists in individual analyst achievement through knowledge contribution and updates via a knowledge base, participation and oversight of quality assurance activities, analyst mentoring and coaching, and training for both new employees and new products or procedures. A Process Analyst assists in group achievement through process review, client relationship management, providing operational oversight, and compliance with applicable statements of work.

Cincinnati, Oh

The Help Desk Trainer prepares employees to provide excellent service by planning, conducting, and evaluating classroom and hands on training programs. Training programs are expected to prepare employees to support job-specific, company-specific, and industry-standard software packages and hardware. Classroom and hands on training is augmented by creating training documentation and manuals for employee reference both during training and while conducting support activities. The Help Desk Trainer works closely with the Project, Process, and Quality teams to ensure that incoming and existing employees receive up-to-date training on a dynamic support environment.

Cincinnati, Oh

The Quality Analyst drives individual and team performance by ensuring adherence to standards via review of customer contacts. The Quality Analyst drives improvement through reporting and analysis, coaching and mentoring of individuals, and training of groups.

Cincinnati, Oh

The Team Lead has the ability to resolve a high level of escalated service requests and to provide daily operational tactical supervision and responsibility for service desk analysts in the execution of duties that will provide consistent compliance, with high quality of service, for specified service deliverables, with measurable performance metrics for our clients.The Team Lead ensures the Level 1 & Level 2 analysts achieve successful quality assurance scores and are in compliance with all SLA’s associated with the assigned client desk(s). They will also ensure satisfactory Analyst utilization and track Level 1 and Level 2 adherence to assigned schedules. The Team Lead has the ability to resolve a high level of escalated service requests.The Analyst Level 1 provides first line support for clients; resolving technical issues of varying complexity and processing events related to hardware, software and other technologies received via various contact methods.

Cincinnati, Ohio Area