Stephen Scanlon Email & Phone Number

Worcester, MA, US

Worcester, Massachusetts, United States

• Oversaw day-to-day management of technical call center located in India tasked with fielding inbound repair-related calls in telecommunications environment. Handled tracking of daily and monthly service goals, such as.
• Developed and managed training plans for employees as support criteria changed with business needs.
• Interfaced directly with all parts of business, including care, field operations, repair, and sales.
• Utilized vendor escalation methods and contacts to expedite resolution.

Marlborough MA

• Oversaw inbound customer support call center. Received inbound escalation calls from members of other teams within EarthLink Business as well as with customers directly. Owned tickets until resolution, completing or.
• Collected and presented individual team member call and work statistics based on metrics to identify opportunities for improvement and coaching.
• Maintained appropriate staffing levels based on needs of business

Burlington Massachusetts

• Oversaw inbound customer support call center staffed with highly technical telecommunications professionals. Engaged field resources, both internal and external, based on escalation level, location, and truck stock..
• Interfaced directly with network operations center (NOC) to identify and resolve network outages.
• Assisted trouble resolution after-hours manager with daily operations of team.

Burlington Massachusetts

• Resolved external client troubles in fast-paced technical support environment. Handled comprehensive troubleshooting of facility, service, and feature-based issues on converged voice and data network. Acquired working.
• Completed initial troubleshooting on T1 products, including circuit-down issues.
• Initiated vendor trouble tickets and internal dispatches, coordinating with other internal and external organizations as needed.
• Provided technical support and trouble resolution for all voice-related services.
• Utilized knowledge of networking, hardware, and software to answer, qualify, and resolve client troubles.

Worcester Massachusetts

• Manage staff performing various duties such as instruction, maintenance, and member relations.
• Assist with maintaining social media platforms by updating content and responding to customer inquires.
• Responsible for the safety and security of patrons, members, and staff.
• Transition in to many rolls such as instructor, rental agent, maintenance tech, customer service agent, etc. as needs dictate.
• Cash handling

Westborough Massachusetts

Advised customers about consumer electronics, computers, and printers. Troubleshot and repaired customers’ computers. Installed hardware and software on customers’ computers.

Worcester MA

Supervised operation of youth sailing program. Worked with youth aged ten to 14 years. Developed curriculum centered around teaching skill of sailing to youth.

Shrewsbury, MA

Handled scheduling and lesson assignments. Managed staff performing various duties, such as instruction and customer relations.

Bachelor'S Degree, Logistics, Materials, And Supply Chain Management

Associate Of Arts (Aa), General Studies