Supervising and managing 15 agents in 2 different remote teams supporting a variety of clients.Making sure KPI and SLAs are metKeeping agents up to date on new changes through uptraining.Training new agentsMaking sure staffing is correct and scheduled appropriatelyPulling and compiling daily, weekly, monthly, and yearly reports in a data, action, outcome format.Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective… Show more Supervising and managing 15 agents in 2 different remote teams supporting a variety of clients.Making sure KPI and SLAs are metKeeping agents up to date on new changes through uptraining.Training new agentsMaking sure staffing is correct and scheduled appropriatelyPulling and compiling daily, weekly, monthly, and yearly reports in a data, action, outcome format.Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.Analyzes issues and trends regarding programs, products, processes, and standards/metrics, and makes recommendationsProcesses calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation.Interfaces with team members, management, and customers in reference to customer service issues.Leads efforts in facilitating problem recreation and failure analysis of systems-level issuesProvides technical problem support, management, resolution, and communicationProvides customer support for complex technical issues and problemsIdentifies, documents, and escalates customer issues to senior resourcesEffectively communicates procedural and technical issues to internal and external customers in a fast-paced and customer-critical environment through a variety of mediums, tools include MS Teams, ServiceNow, Jira, Confluence, Salesforce, Zoom and SlackMaking sure staffing is correct and scheduled appropriatelyPulling and compiling daily, weekly, monthly and yearly reports in a data, action, outcome format. Show less

Level 1 phone support for WellPoint. Customer tech support for company developed software, Office, Outlook and Black Berry phones.

RESPONSIBILITIES / ACHIEVEMENTS• Support tech for a hospital, working with both hardware and software in a ticket based system: o Level 2-3 supports both on site and remote.• Troubleshooting and research to supply permanent solutions to recurring problems.• Deep involvement in projects to develop a new Wi-Fi solution. Both hardware and software.• Installing hardware and software.