Tempest Seraphim Email & Phone Number

United States

I help end veteran homelessness or prevent it if they are already housed.

United States

Virtual

Own and drive various aspects of quality assurance from customer support team manager perspective:- Review cases and provide appropriate feedback to support engineers, coaching them on their customer interactions and troubleshooting- Analyze previous customer cases to identify trends and customer pain-points to drive improvements- Monitor key network indicators like service levels, contact counts and quality metrics; establish quality metrics as needed- Maintain… Show more Own and drive various aspects of quality assurance from customer support team manager perspective:- Review cases and provide appropriate feedback to support engineers, coaching them on their customer interactions and troubleshooting- Analyze previous customer cases to identify trends and customer pain-points to drive improvements- Monitor key network indicators like service levels, contact counts and quality metrics; establish quality metrics as needed- Maintain technical proficiency in all AWS products for training, mentoring, and customer interaction purposes- Drive changes that improve support-related processes. Identify and address any gaps in internal tools and processes- Partner with our internal Training team to provide input on new service offerings, features, mentoring, and define general technical needs of the team- Assist with team coordination and customer communications during AWS critical launches and support events- Act as key member of the hiring team that hires and develops the best Show less

Virtual

Duties include, but are not limited to, hew hire IT onboarding support: - Walking new hires through setup process- Troubleshooting new hire PC's in regards to issues with the software needed to connect to Amazon- Training new hires how to setup, activate and use essential internal tools- Filing trouble tickets to escalate to the internal Help Desk for any issues stemming from Amazon equipment or software.

Virtual

- Created & accurately maintained agent shift schedules ensuring that shifts are optimally planned to meet the sites short term forecast requirements and service levels- Monitored real-time staffing levels against plan and took the relevant corrective actions as required like OT, cross skill support, shift changes, VTO, etc. to improve service levels- Planned and monitored agent adherence to their assigned schedules- Monitored adherence to Average Handle Time… Show more - Created & accurately maintained agent shift schedules ensuring that shifts are optimally planned to meet the sites short term forecast requirements and service levels- Monitored real-time staffing levels against plan and took the relevant corrective actions as required like OT, cross skill support, shift changes, VTO, etc. to improve service levels- Planned and monitored agent adherence to their assigned schedules- Monitored adherence to Average Handle Time, non-productive AUX states, as well as agent productivity and escalated any areas fit for development or recognition. Show less

Virtual

- Created & accurately maintained agent shift schedules ensuring that shifts are optimally planned to meet the sites short term forecast requirements and service levels- Monitored real-time staffing levels against plan and took the relevant corrective actions as required like OT, cross skill support, shift changes, VTO, etc. to improve service levels- Planned and monitored agent adherence to their assigned schedules- Monitored adherence to Average Handle Time… Show more - Created & accurately maintained agent shift schedules ensuring that shifts are optimally planned to meet the sites short term forecast requirements and service levels- Monitored real-time staffing levels against plan and took the relevant corrective actions as required like OT, cross skill support, shift changes, VTO, etc. to improve service levels- Planned and monitored agent adherence to their assigned schedules- Monitored adherence to Average Handle Time, non-productive AUX states, as well as agent productivity and escalated any areas fit for development or recognition. Show less

Virtual

Duties include, but are not limited to, hew hire IT onboarding support: - Walking new hires through setup process- Troubleshooting new hire PC's in regards to issues with the software needed to connect to Amazon- Training new hires how to setup, activate and use essential internal tools

Virtual

- Customer support in specialty organizations (Kindle, Wireless, Training, Search & Rescue).- Actively involved in the First Responders Team to help with new hire onboarding with Amazon- Leader of the Kindle Fire Fighters team to help reduce the rate of mistransfers

Federal Way, Wa

- Assisted agents with any questions, concerns, or with difficult scenarios and gave information on areas of opportunity to de-escalate.- Took both positive and negative escalation calls in situations where the customer wants to give praise, or no longer feels that a service agent can handle the issue they called about. - Implemented and maintained customer leadership practices to ensure a high degree of customer satisfaction.

Redmond, Wa

- Monitored my teams stats, provided coaching and leadership where needed- Ensured all agents were up to date on training and local practices- Monitored and assigned tickets to both my own team, as well as to the rest of the call center-Implemented and maintained customer service practices that ensured a high degree of customer satisfaction.- Was a member of a team made specifically to handle more difficult tickets and to help other teams and associates out with… Show more - Monitored my teams stats, provided coaching and leadership where needed- Ensured all agents were up to date on training and local practices- Monitored and assigned tickets to both my own team, as well as to the rest of the call center-Implemented and maintained customer service practices that ensured a high degree of customer satisfaction.- Was a member of a team made specifically to handle more difficult tickets and to help other teams and associates out with their ticket queues -One of the few leads whose team consistently, completely, cleared their trouble ticket queues Show less

Everett, Wa

- Troubleshot residential & business customers' issues relating to their fiber optic phone, internet or television services- Installed and troubleshot Verizon branded and supported software- Disabled, enabled, created and troubleshot Verizon email accounts and sub accounts-Troubleshot residential and business customer issues relating to their local machine and network connectivity, TCP/IP configuration, as well as MS Outlook and Outlook Express- Increased… Show more - Troubleshot residential & business customers' issues relating to their fiber optic phone, internet or television services- Installed and troubleshot Verizon branded and supported software- Disabled, enabled, created and troubleshot Verizon email accounts and sub accounts-Troubleshot residential and business customer issues relating to their local machine and network connectivity, TCP/IP configuration, as well as MS Outlook and Outlook Express- Increased revenues and market share through aggressive marketing and sales using excellent technical support and suggesting other services customers might be interested in. Show less

Kirkland, Wa

- Troubleshot hardware & software issues and identified network/application issues- Provided detailed info on how to setup/config data and voice products- Followup with customers on delicate issues to ensure complete resolution-Authorized replacement for cellular phones, PDA's, smart phones and tablets when needed- Tracked customer interaction and problem resolution through Remedy and other ticketing systems.

Camp Pendleton, Ca

- Served eleven months in Iraq, mostly manning ANT Hill, the COC, and the COMM shop.- Three years of management experience, supervising 12 Marines providing operational, administrative and logistical COMM support to Headquarters and the rest of the battalions in 1st Marine Division, in Camp Pendleton and Iraq.- Conducted semi-annual performance evaluations of platoon members under my charge, and provided counsel to staff on performance improvement strategies- Setup and… Show more - Served eleven months in Iraq, mostly manning ANT Hill, the COC, and the COMM shop.- Three years of management experience, supervising 12 Marines providing operational, administrative and logistical COMM support to Headquarters and the rest of the battalions in 1st Marine Division, in Camp Pendleton and Iraq.- Conducted semi-annual performance evaluations of platoon members under my charge, and provided counsel to staff on performance improvement strategies- Setup and maintained radio communication equipment including antennas and power sources; established contact with distant stations; processed and logged messages; made changes to frequencies or cryptographic codes; and maintained equipment at the first echelon ensuring it was in working order and flagging and sending out any equipment in need of repair.- Honorably Discharged in 2006 with and ending rank of E4 Corporal of Marines. Also recipient of the following military accolades: Combat Action Ribbon, Global War on Terrorism Expeditionary Medal, Global War on Terrorism Service Medal, Presidential Unit Citation (Navy), Iraqi Campaign Medal, Sea Service Deployment Ribbon, National Defense Service Medal, the Marine Corps Good Conduct Medal, and both a letter and a certificate of appreciation for services performed in Iraq. Show less

Bachelor Of Arts - Ba, Health Counseling & Psychology W/ Concentration On Psychedelic Assisted Healing

Bachelor Of Arts - Ba, Psychology

Activities and Societies: The Evergreen State College Psychology Club, Greener's Association of Psychedelic Studies