Supervisor RSC (Regional Support Center), Field OperationsTransitioned from Supervisor in Syracuse SCS to RSC Supervisor Nov 2018Team responsible for ~2000 technicians and 190 field supervisorsWeekly coachings to maximize employee productivity and customer satisfactionManaged transition of dispatch responsibility for CNY management area from Syracuse to Rochester.Monitor reporting to ensure agents and team meet weekly, monthly, and yearly metrics and goalsDevelop, implement, and update best practices to streamline operations, standardize processes, and improve technician performanceDeveloped processes that decreased overtime usage by 20% for 2019 while maintaining service levelsDesigned and maintained new mapping system for all of the Northeast RSC management areas to reduce travel time for technicians and increase productivity (This mapping was not in my scope of responsibility)