Experience

Twin Valley

• United States
• Telecommunications
• 1 - 100 Employee

• Network Technician

  • Oct 2023 - Present

• Technical Service Representative

  • Oct 2016 - Present

  ● Monitored and maintained Phone and Data networks, ensuring a 99.99% network uptime andminimizing outages through proactive troubleshooting.● Demonstrated commitment to customer satisfaction by providing exceptional service● Developed and implemented sales and technical training programs, surpassing sales revenuegoals by 103% and enhancing the overall customer experience.● Designed and built comprehensive training courses for new tech support and customer servicerepresentatives, accelerating onboarding and improving call response times.● Collaborated closely with field technicians and customer service departments to ensure efficientcross-functional operations and resolve customer issues promptly.● Led initiatives to optimize processes and standardize training across the organization, resulting in a67% reduction in truck rolls and improved operational efficiency.● Interacted directly with customers, ensuring their satisfaction by providing personalized supportand addressing their concerns promptly and effectively.● Mentored and trained new hires, equipping them with the necessary skills and knowledge to excelin their roles. Show less



Cox Communications

• United States
• Telecommunications
• 700 & Above Employee

• Account Services Supervisor

  • Jul 2009 - Oct 2016

  ● Successfully trained and cultivated a team of up to 55 agents, consistently ensuring their professional development and performance improvement. ● Coordinated hiring, performance reviews, and training for a diverse team of 15-30 agents throughout the year, enhancing team capabilities and customer service delivery. ● Implemented effective training and coaching strategies, resulting in an average first call resolution score of 95% and improved customer satisfaction scores to 90%. ● Boosted department performance by providing coaching and development opportunities, driving improved customer satisfaction and retention rates. ● Monitored customer queues and call volume, identifying staffing needs and call trends to ensure timely response and maintain an average call answer time of 30 seconds. ● Collaborated closely with technical support and field service departments to facilitate smooth customer handoffs and enhance overall service delivery. ● Implemented an initiative to pair struggling agents with more experienced mentors, resulting in improved performance and enhanced customer service. ● Contributed to process improvements by introducing troubleshooting guidelines for billing agents, increasing first call resolution and reducing customer escalations. ● Tracked key performance indicators (KPIs) including first call resolution, Net Promoter Score (NPS), customer satisfaction score, average handle time, and average speed of answer. Provided regular updates and coaching to agents to achieve and exceed targets. ● Recognized for outstanding performance, leading the department in service-to-sales conversions and achieving the top sales position in the nation for a customer care department in 2013. Show less



Cessna Aircraft Company

• Aviation and Aerospace Component Manufacturing
• 700 & Above Employee

• Induction Braze Operator

  • Jan 2008 - Mar 2009

  ● Operate Induction Brazing machine and process up to 20-50 orders a day ● Swage wiggins to aluminum tubes to within a tolerance of 1% ● Operate table/chop saws, and Drill Press and process between 5-20 orders a day ● Swage DME fittings and Flare Tubes within a tolerance of 1% ● Operate Induction Brazing machine and process up to 20-50 orders a day ● Swage wiggins to aluminum tubes to within a tolerance of 1% ● Operate table/chop saws, and Drill Press and process between 5-20 orders a day ● Swage DME fittings and Flare Tubes within a tolerance of 1%



EZ payday advance

• Wichita, Kansas, United States

• Store Manager

  • Jun 2007 - Dec 2007

  ● Evaluate customer information to determine eligibility to underwrite a loan in order to achieve a payback rate of 97% ● Analyze store reporting to maximize marketing opportunities and raise revenue by 70% ● Advance store revenue through performance through business to business marketing, driving new customer traffic up by 50% ● Evaluate customer information to determine eligibility to underwrite a loan in order to achieve a payback rate of 97% ● Analyze store reporting to maximize marketing opportunities and raise revenue by 70% ● Advance store revenue through performance through business to business marketing, driving new customer traffic up by 50%