Stephen Dee Email & Phone Number

Boston, Massachusetts, United States

-Act as a network expert to support tier 1 agents on live calls with customers, leveraging expertise and skills acquired as Network Specialist I/II-Provide coaching to agents, listening to recorded calls to identify agent strengths and opportunities-Act as supervisor on duty, taking supervisor transfers from all departments that need a manager/supervisor to take over a call-Navigate ambiguity while resolving diverse customer issues within unfamiliar areas of the business. Leverage knowledge base articles, engage in effective cross-team communication, and exercise sound judgement in proposing resolutions that benefit both the customer and company-Assist in new hire training

Boston, Massachusetts, United States

Boston, Massachusetts, United States

-Responded to customer inquiries relating to their restaurant's point-of-sale network-Utilized multiple systems to resolve technical issues-Identified and solved potential issues with customers' internet service provider setup with the Toast LAN network-Responsible for following up with customers after proposing a resolution to their issues in a timely matter, while ensuring wait time for incoming calls was well-managed-Became a top performer on the team for customer satisfaction, calls handled, and call handle time

Burlington, Massachusetts, United States

-Troubleshot, diagnosed, and resolved a variety of technical problems for customers' Apple devices and accompanying software-Offered multiple options for technical needs (i.e. repair, upgrade, training, software)-Managed time effectively, ensuring that each customer received necessary support, while maintaining awareness of customers waiting in queue-Consistently achieved high customer satisfaction through follow-up customer surveys

Watertown, Ma

•Provide basic support to the over 300 team members in store•Follow up with prospective employees to schedule and coordinate interviews •Coordinate schedule changes as needed (shift swaps/call-outs) and perform necessary outreach to team members to make sure all shifts are covered•Confirm all timecards are ready when payroll runs each week•Ensure all team members are following meal and rest break requirements •Handle customer phone inquiries and delegate calls to the appropriate sales floor department •Given job of Digital Advisor to assist team members in providing amazing guest service with new forms of technology, including rollout of iPod touch's as salesfloor tools.

North Andover, Ma

• Worked with students to help them in carefully developing paper topics and outlines• Provided proofreading and editing for individual student papers as needed• Worked closely with an individual Introduction to College Writing course

Bachelor Of Arts In Human Development

Activities and Societies: Phi Alpha Theta (History Honor Society), Writing Tutor, Model UN, Service learning site coordinator at Bellesini.

Certificate In Information Technology

High School Diploma

Activities and Societies: National Honor Society, Best Buddies, Spanish Club, Bio-Chem Club, Y.O.U.,