Manage a team of 20+ managers and contractors who provision business internet services, including training, coaching, directing workload and acting as the vendor manager and subject matter expert. Successfully established an offshore team of employees in Manila; train, manage and coach the team on management, communication and bridging cultural gaps. Grew team by 35% over the last 2 years. Create MS Access and Excel reports to provide performance information to 3rd level Director and above. Write training documentation on new processes to assist agents. Responsible for Quality Control of various internet services and reduced billing disputes by 15%. Proven record of cycle time reduction on both T1 business products and Voice over IP products, raising production levels to exceed standards.

Managed Legacy SBC and MIS product projects, including T1-IAS, DIA and OPT-E-MA, MLPPPs, DS3, EaMIS and EaPNT. Served as customer point of contact through entire order process. Trained and delivered refresher courses ensuring effective production of 40 employees. Trained and mentored 5 offshore employees in Slovakia. Performed data tracking, generated reports, conducted team calls, modified databases and effectively handled escalations and expedited orders.

I successfully managed internet provisioning for dedicated business customers and increased departmental efficiency through creation and implementation of processes that streamlined production. Specifically, I implemented a report using a system data feed to outline what an agent was missing on an order, allowing correction and improved efficiency. I'm also expert at handling escalations for sensitive and high-profile customers and caused a 70% prevention of customer cancellations on high level escalations. I am also versed with computer operating systems and applications including MS Office, Outlook, Mac OSX, and Windows 95, 98, ME, NT, 200 and XP.

I am experienced in providing technical support to field technicians, ISPs and end users. I have technical expertise with DSL software, hardware and networking. My leadership abilities also came through in my role as Team Lead for two and a half years, where I assisted 120+ agents to improve skill, quality and efficiency and to resolve technical issues. I'm also very highly skilled at creating training manuals and courses for both new hires and seasoned agents. I can develop and implement new technical processes to increase agent efficiency in resolving customer issues, and my doing this resulted in a decrease in repeat customer call-back rate from 25% to less than 10%. I also successfully handled dissatisfied customers daily to the end of increased client satisfaction and retention over a three year period.

Job duties include providing second tier tech support to customer’s as well as first tier support. Configuring customer’s accounts in routers and providing technical support to field technicians.