William Macmonagle Email & Phone Number

Riverside, Ca

Rocklin, Ca

Coordinate/Operates Customer Care Team• Meet and exceed operating efficiently to grow the business and ensure customer retention.• Quick shifting and Managing Ares Call flows• Generate and provide team/individual performance reports to 4 different management teams• Analyzing 4 different department report to increase call flow efficiently• Maintain overall positive team morale and sales motivations.• Manage/Monitoring schedule activities to meet expectation• Staffing Forecasting - Workforce Management

Rocklin, Ca

Coordinate/Supervise Inside Sales Team• Meet and Exceed pre-sales and retention goals to grow the business and ensure customer retention.• Train, coach, and mentor 12 Inside Sales representatives on sale solutions approaches (Soft Skills).• Conduct regularly scheduled performance evaluations.• Handle Escalated calls from potential and existing customers.• Generate and provide team performance reports (Salesforce).• Assist 12 Inside Sales representatives with technical troubleshooting when needed.• Maintain overall positive team morale and sales motivations.• Train Soft Skills with various different Sales Models (Product Sales/Solution Sales/Challenge Sales)• Empower employees to work independently with Large of Customers (12,000 Accounts)• Received Achiever’s Club Award in Q4-2013, met & above 100% Quota March '13-April '14

Rocklin, Ca

Responsible for assisting relay users with product knowledge and technical issues related to Internet-based communication services.• Provide troubleshooting for users via video, email, letter and in person• Manage users of large accounts to educate/troubleshoot on firewall settings and equipment setup • Configuring Network settings, firewalls, video equipment and routers remotely • Shift Lead (Managing and being leadership in team)• Managing Customer Care Rep’s Break Schedule daily basis• Reporting any active system failure to Network Operator Center

High School Degree, General Study

High School Diploma, General Studies, High School Diploma Graduation- 6/13/1997

Activities and Societies: Fr. Student Body Government Class Treasurer Wrestling Team (9-1-1 Team Record) Computer Application Award