Responsible for processing and verifying payment for 90+ sales agents and support engineers using multiple sources of data. Work to provide a wide range of multi layered reports in Excel using data from several sources to help inform leadership of individual and team performance in multiple sales channels. Involved in building outlooks, forecasts and budgets for the local business division.

Work with front line agents, network engineers, local and national management to ensure issues are identified, reported and resolved as quickly as possible. Work with project managers to insure the call center is represented as well as ready for upgrades and new product roll outs. Developed reporting that is useful for frontline supervisors in the management and coaching of their teams. The reports have also been useful for network engineers to monitor issues and identify more obscure issues… Show more Work with front line agents, network engineers, local and national management to ensure issues are identified, reported and resolved as quickly as possible. Work with project managers to insure the call center is represented as well as ready for upgrades and new product roll outs. Developed reporting that is useful for frontline supervisors in the management and coaching of their teams. The reports have also been useful for network engineers to monitor issues and identify more obscure issues. From September 2010 to December 2010 filled in as a temporary supervisor for 16 video agents Show less

Worked to support Comcast’s front line agents in their support of Comcast’s customer’s. Handled escalated customers issues and resolved them. Helped the team meet its goals by identifying the goals that were viewed to be difficult or non-important and making a competition of the process necessary to reach said goal or looking at the goal from a different angle, changing the teams perception of the goal.

Worked with customers over the phone to troubleshoot their issues to resolution. Consistently among the top performers in phone measurable stats used to evaluate repair agents.