Susie Patterson Email & Phone Number

Atlanta, GA, US

Atlanta Metropolitan Area

Atlanta, Georgia, United States

Customer Support Bridge: 24/7 issue intake for quick resource and engagement.Documentation and collaboration: Issue and collaboration documentation within Asset360’s issues management tool; serving long term as an information database paired with the Automation SharePoint.Remote real time and proactive monitoring of Automated Guided Vehicles: Use of system.

Greater Atlanta Area

Internships with Human Resources in various roles to include Hiring Manager and Leave of Absence Partner. Management for Tier II Enhanced Wireless Technical Support remote team. 24X7X365 operation to include incoming inquiries of a technical or complex nature from business customers regarding company products.Continuous business process improvement efforts.

Greater Atlanta Area

Management for Level 1 IT POS technical support for Arby's Corporation. 24X7 operation with focus on assisting restaurant infrastructure/help desk to see new ways into data and provide actionable results.Transformation efforts initiated with creation of attendance policy, scorecard development and Tableau resource/incident analysis resulting in 42%.

Greater Atlanta Area

Managed daily operations of a team of 15 representatives responsible for wireless order contract compliance analysis in support of Sarbanes-Oxley. Led the team whose key focus was to ensure the reduction of billing adjustments related to initial order entry errors. Coordinated work activities to achieve operational metrics. Developed and implemented.

Greater Atlanta Area

Developed and supervised 15 direct reports for Physical Layer installation, provisioning, configurations, and remote diagnostics for narrowband and broadband data lines of service. Identified, escalated and drove resolution of all process breakdowns to the appropriate channels on a regular basis. Served on several business process improvement teams to.

Greater Atlanta Area

Supervision of 20 direct reports for technical support operations and ticket management for wireline products. Engaged in post mortem activities with various internal agencies to identify and improve ticket management opportunities. Designed and implemented a shift hand off process to encourage ownership and improve ticket management and customer.

Dallas/Fort Worth Area

Employee and performance development for 16 direct reports for Fraud Operations. Early Warning system monitoring of FONcard activity. Assisted in the development of the first comprehensive book of methods and procedures for Fraud Operations. Participated in task force which identified the need for rule modifications reducing headcount requirements by 75%.

Greater Atlanta Area And Dallas/Fort Worth

Provided technical and administrative control for the department staff and ensured work efforts and schedules were met within the framework of established systems, standards, methods and procedures.

Greater Atlanta Area

Developed database to track the language assistance for the Atlanta receivables base. Reduced write offs by $40K within 30 days via high balance report implementation.

Greater Atlanta Area

Established and maintained new accounts in the medium to larger sized business market with long distance expenditures up to $10K per month.