Managed a high-volume, multi-tiered call center and support teams, responsible for daily operations of the team located in multiple regions which provided on site and telephone technical support to the corporate enterprise, Attended weekly project status meetings and directed the project management and implementation plans for the department which includes both short team and long-term assigned projects to the support desk; following up on important actions and decision from meeting while… Show more Managed a high-volume, multi-tiered call center and support teams, responsible for daily operations of the team located in multiple regions which provided on site and telephone technical support to the corporate enterprise, Attended weekly project status meetings and directed the project management and implementation plans for the department which includes both short team and long-term assigned projects to the support desk; following up on important actions and decision from meeting while guaranteeing all deadlines and objectives were achieved. Compiled and reported weekly, monthly and annual team statistics to Executive level staff.Strong leadership skills and a critical thinker with solid troubleshooting, problem solving and research skills, assisting with software installation, managed user activation licenses and provided technical, business software applications and Salesforce mobile app support to radio and cable sales teams and back office sales support customers.Analyzed and preformed statistical analysis on the Customer Service and Support trends and data to determine root cause, comparing this information to the industry trends ensuring compliance with the industry standards, reporting findings to stakeholders to improve the health of product usability which resulted in product improvements to the software. Oversaw the recruiting and staffing of new hires and administration of the customer support staff, performed weekly staff meetings, annual performance review, developed and ensured the achievements of all support department KPI’s were socialized.Delivered coaching, counseling and mentoring to team members, develop training material as well as the facilitation of the training content on new product features and call center skills were learned which helped to maintain a high employee retention and improved the team’s overall customer engagement experience, satisfaction survey scores and first call resolution rates. Show less

Managed the Customer Service and Support Department to ensures tools and resources were available for the day to day operations of the department. Created an environment focused on serving the customer, offering quick resolution, accurate information, and training.Direct point of escalation for supervisors and front-line support staff to answer questions and take over any customer or executive escalated calls/issues.Guided the support team through a company-wide implementation taking… Show more Managed the Customer Service and Support Department to ensures tools and resources were available for the day to day operations of the department. Created an environment focused on serving the customer, offering quick resolution, accurate information, and training.Direct point of escalation for supervisors and front-line support staff to answer questions and take over any customer or executive escalated calls/issues.Guided the support team through a company-wide implementation taking over 1200 radio stations and approximately 2500 customers from multiple despite Traffic and Billing systems to a single preparatory client-based system which provided roll up reporting and synergy throughout the entire organization.Identified, developed and facilitated soft sills and application support training to make sure all team members had the knowledge and abilities to handle all calls successfully, updated training for continuous improvements within the contact center.Ensured all Key Performance Metrics were met, i.e. Customer Satisfaction, Average Speed of Answer, First Call Resolution and call monitoring soft skills quality standards were being followed.Created and Managed department daily schedules as well as after-hours on call schedule to cover a 12-hour day and any emergency situations.Compiled and reported weekly and monthly team statistics to Director as requested. Show less