Sherelle Thompson Email & Phone Number

Alpharetta, Georgia, United States

 Serve as the primary point of contact and subject matter expert in support of the Global Service Center for both Technical Service Representatives, Player Support Agents, and Dispatchers Assumes a subset of the scheduling coordinator responsibilities after hours and weekends, without approval authority Assist in phone coverage during peak call times. Provide coaching based on QA feedback and review recorded calls with agents. Serve as the first point of contact for customer complaints and escalations. Coordinate with Operations, requests for IVR and SYSCON’s during events impacting the GSC. Maintain the “daily lead log” to document all events and activities within the center. Monitor incidents and service requests opened in Astea ensuring timely closure and assignment to FST’s. Notify management of any situations involving TSR’s, Dispatchers, or FST’s. Provide slow-roll training support for new agents. Drive team to meet or exceed scorecard objectives. Other duties as assigned Maintain Service Level goals and coordinate center activities in support of this objective. Ensure adequate phone coverage at all times coordinating adjustments to breaks and lunches. Responsible for real-time monitoring and reaction to events impacting the call center service levels.  Primary point of contact and approval for all ad hoc requests for unavailable activities. Notify management of any shortfall in staffing and the need to approve OT. Make outbound calls to solicit help if needed due to a lack of telephone coverage.  Utilize Cisco tools to monitor and make decisions in real-time.

Lp81A El Socorro Ext Road, El Socorro, Saint George, Trinidad And Tobago

Job assignment, technician tracking and job rescheduling functions using technical workforce management toolsComplete daily, weekly, monthly and annual reportsResolution of issues escalated by customers, technicians and personnel from different departmentsCoordinate and conduct training sessions for department personnel and technician Record and relay information to personnel via telephone, messaging and other forms of communicationSchedule and dispatch work crews and equipment to appropriate locations Maintain on-going communication and coordination of activities between technicians and Customer Operations Department to resolve customer complaintsAssist in driving field productivity through efficient call handling and supportMonitor technician and equipment locations and utilization in order to coordinate service and schedulesDevelop and maintain department record keeping systems related to technician management, work orders and inventoryRecord and maintain files and records of customer requests, work or services performed, inventory and other dispatch information Advise personnel about traffic problems such as construction areas, accidents, congestion, weather conditions and other hazards

Green Street, Arima, Trinidad And Tobago

Job assignment, technician tracking and job rescheduling functions using technical workforce management toolsRecord and relay information to personnel via telephone, messaging and other forms of communicationSchedule and dispatch work crews and equipment to appropriate locations Prepare and dispatch work orders to appropriate technician supervisorsAssist in driving field productivity through efficient call handling and supportRecord and maintain files and records of customer requests, work or services performed, inventory and other dispatch information Complete daily, weekly, monthly and annual reportsResolution of issues escalated by customers, technicians and personnel from different departments.

Bachelor Of Arts - Ba, Human Resources Management

Associate Of Science (A.S.), Management

Certificate, Computer Science