Experienced manager with over 15 years of experience in call center management. Key areas of focus include customer satisfaction, process improvement, team leadership, cross-functional teamwork, and relationship management. Currently, I lead a team of 18 Network Technicians responsible for delivering an outstanding customer experience to our FiOS (fiber optic service) customer base in the Mid-Atlantic South region (VA, MD, NJ, NY). My team supports over 4500 field technicians with technical and administrative assistance to ensure they are providing the highest quality of service to our end users. Previous assignments include serving as a supervisor in the Fiber Solutions Center and the Dispatch & Resource Center. Both were call centers responsible for interfacing with field technicians and the customer base. In addition, I served as a Field Supervisor and managed a team of 18 field technicians who had direct responsibility for installing and maintaining FiOS service. Bosses describe me as being customer focused, efficient, results oriented, persistent, and open to coaching and feedback. Coworkers and customers know me as one who is always willing to help, thorough, a good problem solver, and very good communicator. I am very proficient as an individual contributor; however, I’m at my best as a member of a team. Creating a positive work environment and delivering an outstanding customer experience are key elements of my work philosophy. I would welcome the opportunity to discuss how I can add value to your organization. I can be reached through this profile or at torrithousand@verizon.net. Key Skills include:- Call Center Management- Team Leadership- Quality Improvement- Employee Development- Process Improvement
