Troy Wells Email and Phone Number
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If you have a Customer Service/Technical Support call center I can fix it, grow it, update it, close it, move it, cross train it, build it, and then when everything works and metrics are met, I can maintain it.In excess of fifteen years Customer Service/Technical Support Management experience with a CSR/Tech base of 300+ employees in a 1000 plus seat center environment.Expertise in staff development, quality control and process improvement including ISO 9000.Skilled at problem solving and issue resolution in a fast-paced, high volume environment.Excel in assuring that customer’s/client’s needs are met while maintaining organizational financial objectives.Experienced in negotiations and national multi site coordination• Experienced in Microsoft Word, Project, Excel, PowerPoint, Access, IE, Icoms, Rumba, HTML, Aspect, TCS, RTA, KANA, CSG, Eyretel, NICE, Avaya, Symposium, Support Logix, Remedy, Atlassian Jira, SalesForce, Soffront CRM, 8x8 VOIP, EBsuite, and many other proprietary software and call center applications.Specialties: Program Management skills in multiple areas.
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Bureau ChiefArizona Department Of Economic Security Dec 2020 - PresentUnited States• Coordinated with my counterpart in the complete reorganization and rebranding of the FAA Call Centers within 8 months of hire.• Worked on the implementation of Genesys IVR throughout all centers and worked with AZNet on coordination.• Managed a region of over 250 including 10 direct reports.• Completed a reorganization of my specific region and a complete cultural shift in the way the Center is managed. Shifted focus to a servant Leadership style and assisted with the AMS rollout to the region. Mentored staff throughout the process and was able to watch numerous direct reports move into newer and more challenging positions. Also worked with staff to develop new Standard work, alter current Standard work and then continuously check and adjust as needs change.• Increased productivity, job satisfaction scores, attendance, and continue to instill a positive yet productive work environment.• Established key performance indicators (KPI) for all regions in the Customer Care Centers. (SMAART goals)• Maintained relationships with other divisions, organizations, Care Center vendors, AZNET, and multiple other areas within and without DBME.• Received one Team Award in 2021 and two in 2022. -
Faa SystemsState Of Arizona, Department Of Economic Security Mar 2014 - Dec 2020Phoenix, Arizona Area• Participated in ACA testing for HEAplus, ticket creation, ticket retesting. • Support 2500+ State workers Statewide with first integrated web application for benefit processing.• Supervise FAA SYSTEMS helpdesk, coaching, mentoring, and management.• Initiated phone refresh for department and completed implementation.• Created new Skillset for HD and installed phones for new hires. Prepared department for Pilot launch and put policies in place to ensure staff was prepared for Pilot and subsequent launch of HEAplus.• Initiated emergency notification system within IVR for outage notifications. Redesigned IVR.• Developed new monitoring and quality program and initiated for all analysts.• Completed optimization of ticketing system for faster resolution and improved efficiency.• Selected for Employee of the quarter, and selected to participate in mentoring program.
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Director Of Customer SupportContractor Management Services Mar 2012 - Dec 2013Peoria, AzTechnical Support operationsInstallation, configuration, and training of staff for 8x8 Cloud based VOIP phone SystemInstallation, configuration, and training of staff for SOFFRONT CRM Completed policies and procedures for emergency contingency plan, monitoring, coaching, onboarding of clients, phone metrics, training, software releases, quality monitoring, and numerous other functions.Helped implement emergency plan when building was flooded and offices needed to be relocated to maintain company support continuity. No downtime was experienced for clients or customers.Worked with software development team to insure smooth integration of software releases and enhancements.
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Director Of Customer Service/Technical SupportNoteworthy Medical Systems Sep 2010 - Mar 2012Manage Medical Practice Management, Electronic Medical Records, and Electronic claims submission support department for all corporate accounts. Interface with Development, Programming, Sales, Marketing, Finance, and Training to improve overall customer satisfaction and provide a World Class customer experience.
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Director Of Technical Support, United States And InternationalEinstruction (Company Closed) Jan 2009 - Feb 2010Director of all Technical Support functions for all the U.S and International markets. This includes a Technical Support center in Scottsdale, AZ, Denton, TX, and Paris, France.Position eliminated due to reorganization.
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Director Of Customer ExperienceMsi Jul 2005 - Jan 2009Responsible for complete reorganization of Technical Support Call Center including, but not limited to, developing monitoring program, performance standards, policies and procedures, metrics, and overall call center management. Also assisted in budgeting process and management.Involved in the coordination of another product acquisition and the integration of the Technical Staff into our organization and setup of temporary offsite handling for approximately three months. Increased call statistics to operational guidelines within 30 days of entering Center from a completely noncompliant level upon hiring. Sustained statistics thus far while implementing above mentioned items. Directly supervise 5 Brand Managers and a technical support staff of 120+.
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Director/Manager Of Customer ServiceTime Warner Cable Apr 2002 - Feb 2005Management of Inbound Customer Service Dept. 10 Direct supervisory reports with 100+ total reports.Responsible for complete reorganization of Call Center including, but not limited to, developing monitoring program, performance standards, policies and procedures, metrics, and overall call center management. Also assisted in budgeting process and management.Also involved in the reorganization of many interdepartmental functions.Created paperless workflow and communication system within entire division as well as implementation of division wide information intranet website.Increased Quality scores by more than 25% over one year period.Acting as Director since the elimination of that position.Implemented call-sharing program between two integrated divisions with successful results. -
Manager Customer ServiceCox Communications Feb 1998 - Sep 1999Directly Managed 200+ CSR’s in a 900+ national call center environment.Administered human resources related responsibilities including interviewing, hiring, training and performance based counselingComplete multi-level knowledge of all areas of @home Service and all hardware and software Related issues. Including new products in pre and post release status.Helped develop and implement Alpha and Beta testing in new product rollout for High Speed data, including, but not limited to, trouble shooting, network configuration, Customer Service Department implementation, and the development of work flow and procedures designed to support company wide efficiency goals as well as growth initiatives.Participated in the development of new departmental performance standards.Monitored and maintained department service level goals by ensuring those telecommunication consultants met phone accessibility and accountability standards.
Troy Wells Skills
Troy Wells Education Details
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Business/Architecture -
Business
Frequently Asked Questions about Troy Wells
What company does Troy Wells work for?
Troy Wells works for Arizona Department Of Economic Security
What is Troy Wells's role at the current company?
Troy Wells's current role is Bureau Chief at Arizona Department of Economic Security.
What is Troy Wells's email address?
Troy Wells's email address is tr****@****cox.net
What is Troy Wells's direct phone number?
Troy Wells's direct phone number is +162356*****
What schools did Troy Wells attend?
Troy Wells attended University Of Cincinnati, The Ohio State University.
What are some of Troy Wells's interests?
Troy Wells has interest in Computers, Internet, Home Entertainment Systems Networking, Photography, Travel.
What skills is Troy Wells known for?
Troy Wells has skills like Process Improvement, Leadership, Call Centers, Management, Training, Customer Service, Budgets, Salesforce.com, Cloud Computing, Crm, Customer Satisfaction, Team Leadership.
Who are Troy Wells's colleagues?
Troy Wells's colleagues are Adam Lagerquist, Ashlyn Curbey, Lisa Verdugo, Shannon Gallagher, Nathaniel Gates, Mario Merino, Michelle Hessler.
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Troy Wells
Little Rock, Ar6bhsi.com, practice-plus.com, baptist-health.org, baptist-health.org, baptist-health.org, baptist-health.com2 +150120XXXXX
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Troy Wells
Kennesaw, Ga2suntrust.com, yahoo.com -
3strategicamerica.com, aspire-media.com, whitebridgepet.com4 +151545XXXXX
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Troy Wells
Charlotte, Nc5follett.com, follett.com, comcast.net, lowes.com, follett.com3 +170888XXXXX
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