Shirley Gray Email & Phone Number

United States

• Provide training and development for all tiers within support queue.
• Consistent track record with employee development by responding to feedback logs, providing coaching and guidance to agents. Developed comprehensive personal improvement plans with direct reports as needed.
• Identified goals and initiated a business development plan to bring field contacts back within the department, realigning calls to the better qualified organization for an improved customer experience. Oct 2014-Dec 2015
• Acted as Hiring Manager, managed between 1-8 requisitions, actively worked with recruiters and General Managers from across the country. o Additional tasks included completed pre-screening of candidate pool, assisted.

• Provide coaching, skills training, and support to first three tiers of DSL technical support. o Coached and trained in real-time on calls to allow the agent to better resolve the customer’s issue. o Manager escalations.
• Facilitated training and DUIT programs for newly hired agents.
• Analyze and repair network and provisioning problems; escalate complex issues to appropriate group to maintain network integrity.
• Participated in multiple Kaizen summits to reduce expenses and save money for the High Speed Technical Support department.

Front Line support agent, phones and electronic support (email and chat)

Education record

Business Administration And Management, General

Business Administration And Management, General