Todd Holmes Email & Phone Number

Greenville-Spartanburg-Anderson, South Carolina Area

KELLER WILLIAMS GREENVILLE UPSTATE, Greenville, South Carolina Realtor, 2023-Present• Maintain Customer Database and Referrals• Negotiate Contracts• Write and Review Contracts to ensure they follow local and state regulations.• Coordinate Contract to Close with involved parties:o Cliento Loan Officero Lawyero Brokerageo Realtor• Maintain Client Relationship after Close• Developed Buyer and Listing Websites o One Place for Documentationo Easy for Realtors and Clients to utilize.• Developed Sign Scan Lead Referral• Support Realtors with Technology Expertise• Provide support to Realtors with Listing and Buyer activities.• Developed Custom NFC Business Cards

Greenville, South Carolina, United States

• Oversaw team of nine escalations managers to field complaints from customers and get issues resolved in timely manner along with customer satisfaction.• Led team of Network Event communicators who took and relayed internal Network outage information to customers.• Grew both teams from Monday – Friday business hours support to 24/7 Support.Center• Developed Training and Documentation for the Escalations Managers and NetworkEvent Team• Developed Quality and Adherence program.• Collaborated with Internal Repair Teams and Network Operations Center’s (NOC) to better customer communication.• Developed Communication Templates for both teams.• Developed Tools for team to manage Escalations and update intervals.• Developed Tools for team to manage Network Events and update intervals.• Collaborated with customer teams to provide better product and communication.

Greenville, South Carolina Area

Senior Consultant, 2018-2019• Service Assurance Lead on Outsourcing Repair Answer and Repair Center initiatives.• Training Program Development• Multiple Site Launches• Coordinated Travel for training team in India at two sites.• Worked w/ PPM and Site Managers on Training and Support• Developed Disaster Recovery Plan for multiple locations.• Develop Dispatch process and procedure.• Launched Live Chat

Greenville, South Carolina Area

• Lead a team of 12 Managers/Supervisors over Small Business Repair Answer• (SMBRA), Data, Earthlink, Resellers, Transport and Voice Support• Launched First Call Resolution Program in SMBRA• Launched Earthlink Repair in Greenville, SC• Managed Escalations for all the SMB team up to Director Level.• Managed Relationships between Resellers and the Small Business team• Responsible for the development and adherence of Small Business policies procedures• Developed Procedures to improve the customer and employee experience.• Had month to month improvements in NPS, MTTR and CSAT in the final months of SMB support.• Changed the culture of Small Business from being different technical groups only looking out for each team to being in at all together and doing what is best for the customer.

Maitland, Fl And Greenville, Sc

ERC Data Manager, 2011-2016• Analyze ticket and call volume to determine staffing schedules for all ERCData Teams.• Increased employee engagement from 87% to 100% in 2014 to 2015• Highest ERC Team NPS in the ERC for the last 4 months• Responsible for the development and adherence of Enterprise policies and procedures• Created Enterprise Data Tech Folders directory for soft copies of employee files.• Created One on One Document for Enterprise Data techs and team leads.• Implemented quality guidelines from a process and technical perspective.• Developed and documented Data New Hire Training• Lead the change of the LEC/Vendor 800 # - 2013• Identified nine 800 #’s to change to one 800 #• Worked with IVR Support to change numbers and menus.• Worked with Field Management to communicate changes.• Lead Cross Training 2014 – 2016 for 5 network footprints and 3 ticketing systems• First Enterprise team to be fully cross trained.• Established Central Support Team for Weekend and 3rd Shift.• Reduced staff and achieved cost savings.• Consolidated center support for better customer support