Samuel Lee Email & Phone Number

North Highlands, California, United States

Rancho Cordova, Ca

• Support business initiatives through data analysis• Interpret business needs• Identify and analyze user requirements, procedures and problems• Improve existing processes• Perform detailed analysis on projects• Recommend potential business solutions• Provide guidance for operations with solution implementation• Document business processes• Handle data migration• Maintain data integrity• Guide operations with software enhancements and implementation• Implement enhancements to workflow processes• Identify and translate functional requirements from various systems• Provide technical and analytical support for different business units

Folsom, Ca

Monitor the live and non-live queues in real timeProactively manage the email queues by assigning tickets across the floorAct as a first point of contact for any escalations, outages, system issues or any other situations impacting on productivityFollow appropriate procedures, which often includes Client Facing CommunicationsRecord interruptions to SL’s and Overall Productivity through incident reportingEnsure Genesys is up to date with Exceptions by monitoring the Freshdesk toolCreate & Maintain Intraday, Intraweek and other related adhoc reportsProvide Added-Value Adhoc AnalysisMonitor Schedule Adherence for agents proactivelyMonitor Adherence Reports and compare with Live Widgets to ensure agents are adhering to their schedules.Monitor agent activity on an interval basis and communicate with operationsOptimize agent schedules on a daily basis based on incoming contact trendsUpdate agent schedules as appropriateReport on key metrics at regular intervals during the dayIssue daily performance reports and commentaryReacting to high queue volumes - Manually assigning tickets for ticketshare & queue-bustingReal-time focus on 14 queues to protect SLsMonitor to provide improvements in productivityLocal presence, speed of action, real-time local infoCoordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.Recommend procedural and operational guideline changes to improve communications and operational efficiency. Deliver updates to Operations Team and Client in regards to performance metrics.Provide data for business reviews (QBR-MBR-WBR)Maintaining confidentiality relative to organizational strategies, objectives, and practices.

Oakland, Ca

Lead a team from 50 - 150 techs on various projectsDetailed documentation for clientsOpen and continuous communication to clients and techsPhysical cable managementUse diagnostic equipment to troubleshoot problemsHandle and process daily network connection requests, trouble reportsTroubleshoot network connection complaints and cable faultsRepair of hardware and softwareTeardown and installation of componentsActive troubleshootingOne time resolution of issuesTaking calls for ticketsWorking in a hospital settingFollowing PHI protocol for safety and securityServer Disconnect/Reconnect

Folsom, Ca

Voxpro - Tier 1 Technical Support AgentProvide first line support to customers for infrastructure and product related requestsProvide support for order management and product pre-salesInvestigate, resolve and/ or escalate issues to appropriate tier and departmentWorking with internal systems to document each call via a client ticket systemSystems used: Salesforce and ZendeskContribute to creating and updating a support knowledge baseMaintain and support quality and statistical standards at all times.Working as part of a team, and working in both individual and group environments.Provide excellent customer technical supportFirst call resolution with each case

Elk Grove, Ca

Inspection of displays from Macbook, Macbook Air and Macbook ProJudgement of repairable or non-repairable displaysWorking with internal systems to input data for further analysisTroubleshooting and analysis of issues pertaining to displays

Audited team production and monitored quality standardsLead and served as a key resource in the daily processes to ensure contractual standards were met, ensured workload was balanced amongst staff, and responded to difficult/advanced inquiries from field staff and other departmentsAdapted to new projects when necessaryTrained and oriented new associates and served as a mentor/preceptor and was current on training orientation and documentation, delivered one off training as needed to associates Document databases such as Excel, Word, and Quantum ChoiceAssisted with data entry work during peak performance periods and, as needed, analyzed system issues and made recommendations for process improvementsAddressed and responded to all urgent development questions; finding or making a determination so the Intake Representative could finalize the request for authorization/referral

Northern California

Provided excellent customer service Order/Order Issue handling Organized product, vendor and athlete demos Vendor ride-alongs Event-coordinating (included trade shows and bodybuilding shows such as Olympia) in all of Northern and Central California. Managed my own routes, work days, and events Time and route management for a large territory.Gained experience with face-to-face customer service and dealing with highly stressful situations in a professional and timely manner

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Associate Of Science - As, Data Modeling/Warehousing And Database Administration

Charles A. Jones, High School/Secondary Diplomas And Certificates

Activities and Societies: Track & Field, Animal Welfare Society, Japanese Culture ClubGeneral Education Lessons On Life