Thursa K. Email & Phone Number

Las Vegas, Nevada Area

• Trained in the adapt coaching methods, in order to produce a consistent high functioning team. Evaluated KPI's in order to find trends, find the behavior the agent is doing that is causing low performance. Then coach.
• Achieved vast improvement with customer support team during implementation of new proprietary software applications; bringing team's usage from 15% to 60% utilization.
• Improved overall team standing (based of various KPIs including: customer satisfaction, resolution, call handle time, net promoter scores, and quality) from last in the overall enterprise results to a top 15 performing.
• Mentored and trained employees interest in promoting with the company into technical lead positions.
• Communicated solutions, successes, best practices and opportunities within the organization.
• Executed coaching, training, disciplinary actions.

Las Vegas, Nevada Area

Performed basic and advanced troubleshooting for internet connections with Sprint devices and installation of Sprint software; investigated and handled inquiries, consistently meeting the defined performance objective of “one call resolution". Succinctly explained features of all handset models and details of network coverage and data services.

Las Vegas, Nevada Area

• Selected, trained, and supervised up to 15 team members processing data entry packages. Reviewed payroll submissions and ensured compliance with company procedures. Handled escalated customer service issues.
• Ran weekly and monthly reports to configure numbers onto Excel spreadsheets for monthly tour and budgeting forecasting.
• Processed accounting logs daily to send to corporate office for auditing; performed daily auditing of the data entered into the system from the day before.
• Reviewed disputed chargebacks by customers, audited hotel invoices to prepare for check requests, and processed expense reports. Administrative Assistant, 2002 – 2005
• Processed a high volume of contracts in a fast-paced environment and processed contracted payments through QuickBooks.
• Answered a rotating guest reservation line; tracked room availability and booked units.