Agent Services Supervisor

• Nov 2019 - Present

Online Product Support Supervisor

• Oct 2018 - Mar 2019

PAYCHECX ONLINE PRODUCT SUPPORT SUPERVISOR 2018 – 2019 SUPERVISED AND OVERSAW THE PHOENIX PAYCHEX ONLINE PRODUCT SUPPORT TEAM WHICH CONSISTED OF 14 TECHNICAL SUPPORT REPRESETATIVES. • Assessed contact center operations and identified opportunities for corrective actions, process improvement for cost savings and workforce optimization. • Managed employees work assignment and completed performance reviews per quarter to ensure online support department standards are maintained. • Utilized Key performance indicator reports that were received daily to ensure quality, accuracy and compliance with the guidelines. • Resolved escalated problems and enlist the assistance of other Sr. Technical support representatives and groups if needed. • Make recommendations and proprosals to upper management for departmental operations and administrative process improvements • In charge of reviewing and hiring all Technical Support Representatives for the Phoenix branch. Show less

Manager, Technical Assistance Center

• 2009 - 2018

Oversaw fast-paced, high-volume, Level I technical support center receiving up to 300,000 calls per year for 200,000 end users. Supervised, evaluated, coached and trained eight manager direct reports overseeing 120 Level 1 technicians. Promoted efficiency and optimal levels of productivity on a 24/7 basis for 363 days per year. Enforced 14-minute call handling time or below while also rolling out quality assurance practices to ensure top-tier performance across 400 working cubicles and 38 offices. Assessed call center operations and identified opportunities for corrective actions, change management and process improvement for cost savings and workforce optimization. Exercised cross-functional leadership across multiple de functions including high-priority incident management, employee engagement and non-exempt employee time management. Incentivized staff by rolling out performance-based shift bids and introducing a higher standard for call center metrics. Achieved $100K+ cost savings by reducing overtime and implementing cost-effective holiday scheduling. Boosted NPS scores to 89+ by determining areas in need of improvements for call time and quality. Reduced call volume, captured cost savings and enhanced efficiencies by rolling out the “Go-to-Assist” remote tool enabling technicians to shadow student and faculty computers to implement technical assistance. Captured significant cost savings, including $8K per person, by transitioning 50% of staff to working remotely. Collaborated with a colleague to design, develop and deploy program. Show less

Manager, Desktop Operations Manager (Help Desk)

• 2002 - 2009

Supervised, assessed, trained and coached 52 technicians and three supervisors operating internal-facing help desk support with 24/7 operations serving 2,500 employees on a global scope. Negotiated and interfaced with large-scale vendors including Dell and Xerox for services, hardware and maintenance. Pursued opportunities for cost savings while also implementing cutting-edge technologies. Took leadership initiative to obtain ITIL Foundations V.3 Certification. Introduced IT Service Management best practices and methodologies into operational processes in alignment with business needs, resulting in continuous improvement, enhanced compliance, and heightened IT service continuity management. Achieved sustained quality improvement, evaluated process capability, and dramatic cost savings by applying expertise in Lean Six Sigma methodologies after obtaining a Yellow Belt certification. Show less

Infrastructure Support Manager | Telecommunication Technician

• 1988 - 2002

Achieved long-term tenure within multibillion-dollar, international financial services provider as the sole IT professional administering desktop and security support, hardware maintenance, new software implementation and troubleshooting as well as repair of multiple computer systems including Dell, Compaq and Netier. Facilitated business-critical IT support in a call center environment. Provided high-quality and expedient assistance in the identification, root cause analysis and swift resolution of technical problems. Monitored, tested and conducted in-depth troubleshooting of LAN-related hardware and software issues while also installing and configuring workstations. Supported, added and updated users’ account information including rights, system groups and security for loss prevention and risk mitigation. Demonstrated a superior level of expertise in troubleshooting, repairing and managing telecommunications and ACD systems, including Lucent/Avaya, Intecom and Mitel switches. Show less

Educational Service Office Personnel

• 1984 - 1988

Awarded Sear Service Deployment Ribbon and Armed Forces Expeditionary Medal for performance excellence throughout a tour completed in the Persian Gulf. Also won the Navy Good Conduct Medal for four years of outstanding performance. Awarded Sear Service Deployment Ribbon and Armed Forces Expeditionary Medal for performance excellence throughout a tour completed in the Persian Gulf. Also won the Navy Good Conduct Medal for four years of outstanding performance.