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… Show more • 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 in interviewing and facilitated interview process for team of 40+, assign of interviews, processing completed documentation, worked with HR Staffing group to ensure class lockdowns were completed in a timely manner, and processed accordingly. o Obtained hiring goal of 650 headcount, 3 weeks ahead of target. o Winner of Quarterly STAR Award, Q3 2015 Show less

• 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 to help diffuse situations when necessary.• 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… Show more • 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 to help diffuse situations when necessary.• 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. Show less

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

Associate Of Science - As, Business Administration And Management, General

Bachelor Of Business Administration (Bba), Business Administration And Management, General

Education record