Travis Dunham Email & Phone Number

Tampa, Fl, Us

Closely Monitoring Routing/Call Delivery for VCG PSO and Internal LOBsIdentifying call volume trends and patterns affecting CX and alerting work groups with informationProactively collaborating across various duties, projects, initiatives and groupsPresenting ideas and complex information to various audiences effectivelyCommunicating Impacts and Executing Mitigations Being accountable for cost savings via process improvements and focusing on digital as a co-workerHaving the desire to partner and collaborate with teammates and stakeholdersProviding analytical skills, troubleshooting and management of multiple priorities.

Proactively seeking ways to improve and simplify the business to eliminate customer and employee obstacles.Identifying trends and key insights and drivers week over week to help create and tailor reporting for the leadership team to address behaviors.Managed disability claims and leaves for reps that are out of the business on a benefit leave of absence. Sharing gaps in performance and support roll out and implementation for new initiatives that will deliver change.Built schedules according to shift bid preferences and aligned sales reps to their designated supervisor teams.Created schedules according to shift bid preferences and aligned sales reps to their designated supervisor teams.Enter schedule exceptions (Open Time, Meetings, Trainings, Absences, etc.)Absence Management (Sedgwick LOA and FML claims)Audits: MyAttendance (MyA) Events, Corrective Actions, Timesheets, PTO, OT, CCMP Profiles, Verint Profiles, etc.Vendor Partner SupportBuilding and providing enterprise reporting/trending/analysis.Extending Verint Forecasts and Schedules based on previous year and modeled sales call trends.Providing feedback and recommendations to the Leadership team on process improvement.Leading and facilitating process improvement efforts and operations projects with all necessary partner departments.Attending, leading, and actively participating on cross-functional operations projects assigned to ensure understanding of established planning guidelines, standards, processes and methodologies.Identifying and resolving any cross-functional team issues that may impact deliverables.

Completed attendance impacting events for representatives schedules.Tracked and monitored disability leaves.Partnered with all levels of leadership and HR to address attendance impacting events and corrective actions pertaining to attendance.Created audit spreadsheets to track audits for timesheets and corrective actions to improve efficiencies amongst my team.Assisted with onboarding new hires to the attendance policies and procedure of Inside Sales.Proficient with attendance tools such as, National Attendance Tool and Verint. Developed New Hire onboarding, Leave of Absence, and Timesheet Audit presentations.

Built strong relationships with leaders and senior leadership within the business.Demonstrated strong accountability conversations with representatives.Collaborated with other leaders to share best practices and support for their teams.Developed effective coaching strategies with constructive and applicable feedback to improve rep behaviors.Created an engaging environment for representatives to build team morale with team building activities and team competitions.Educated representatives on current products and services to ensure our customers are getting the most of our service.Maintained scheduling and attendance for the team.Effective time management and deadline goal achievement.

Facilitated events within the center to create engagement around employee benefits, volunteerism, higher education, and career development.Conducted focus groups with employees to obtain feedback to improve morale and employee experience within the centerAttended Job Fairs with recruiting to seek out talent for customer service rolesOnboarding New Hire Experience for new employees to get them ready for their new careerCreated professional network within other business sectors within the companyCompleted initial interviews for potential candidatesAssisted local HR Business Partners in administrative tasks and duties when needed

Tampa, Florida, United States

Collaborate with peers across departments evaluating and developing solutions, to ensure an exceptional and seamless experience for our customers.Maintain ownership of assigned cases and follow up as necessary with customers throughout case resolution to completion.Utilize internal resources to research both technical and software based issues to determine a diagnosis and navigate solutions to resolve the customer issue in a timely manner.Identified and attempt to resolve complex issues, or de escalate unsatisfied customers, before promptly forwarding to appropriate escalation points.Completed Tier 2 troubleshooting to resolve device software or hardware issues presented by customersInvestigated and resolved network issues by working with the Network Repair Bureau on specific network disruptions.Extensive knowledge in operating systems and device capabilities.

Generating schedules and processing shrink requests that include events, meetings, training, and vacations.Ensuring the most optimal coverage to meet customer service levels.Partnering with all levels of leadership to address scheduling needs.Creating, monitoring, adjusting and auditing weekly schedules, new hire shifts and holiday bids to meet the requirements of the forecast.Tracking shift moves, static exceptions and updating workplace accommodations.Processing shift bids and managing the Online Shift Bid tool.Managing vacation planning, audits and annual paid time off bids.

Provide customer service with 99% representative performance over the phone by responding to orders, general customer inquiries, invoice questions, and customer complaints. Project a professional company image through phone interaction.Provide technical support with cellular devices with troubleshooting techniques at resolution rating over 90%.Resolved billing, plan, or device issues utilizing tools and resources.Promoted Verizon products and services to enhance the customer experience