Director Customer Support

• May 2021 - Present

Director Customer Support

• Mar 2020 - May 2021

•Conduct monthly business reviews to assess KPI’s and expectations with three business partner leadership teams•Ensure adherence and iteration of the KCS (Knowledge Centered Support) program to continue to reduce assisted support interactions•Implement, manage and maintain internal/external customer support tools such as Zendesk, Brightpattern and StatusIO• Lead low cost proactive initiatives to improve customer experience and reduce churn

Senior Manager, Assisted Support

• Oct 2016 - Mar 2020

•Worked to implement a results based allocation of work with the existing network of BPO’s•Manages and executes churn prevention programs to reduce the number of cancellations•Oversaw operation and success of BPO lead teams as well as agents•Submitted yearly budget and approved monthly expenses•Set KPI’s and ensured internal and external teams were meeting on a monthly/quarterly basis•Monitor NPS score and conduct follow-up with customers when necessary•Managed a four employee Tier 3 group working through internal and external bugs and outages Show less

Technical Assistance Manager

• Sep 2014 - Sep 2016

•Reviewed monthly and quarterly feedback via scorecards and performance reviews for direct reports as well as ensuring indirect reports are receiving necessary feedback.•Maintained a high level of employee morale while ensuring our mission was accomplished efficiently.•Ensured tickets were being worked within assigned Service Level Agreements.•Managed and facilitated customer escalations in a timely manner.•Developed processes to improve the experience for both employees and customers.•Adequately staffed department at all times and acquiring new talent when needed.•Coordinated training and documentation for the Technical Assistance team and other groups within the organization.•Exchanged information and supported other groups within the department as needed.•Provided reports and dashboards to senior management to track performance and trends. Show less

Technical Assistance Team Lead

• Jun 2013 - Aug 2014

•Identified and reported widespread outages or bugs to Tier III and worked alongside through resolution.•Performed Quality Assurance of agent tickets on a monthly basis.•Provided monthly feedback and coaching based on QA results.•Ensured tickets were being worked in a timely manner.•Provided technical support to external partners. •Approved RMA’s and service credits.

Technical Assistance Engineer

• Nov 2012 - May 2013

•Gained knowledge of the complete feature set and operation of the Republic Wireless Hybrid VoIP product.•High level of professional communications with customers in troubleshooting reported issues.•Partnered with Local Exchange Carriers in resolving customer network (LAN/WAN) issues. •Managed ticket progress to address and resolve customer issues within Service Level Agreements. •Partnered with customer IT support personnel on resolution of issues.•Escalated chronic or intermittent issues to Tier 3 and management level attention.•Troubleshot wireless Ethernet based networks and TCP/IP based services, Voice over Internet Protocol (VoIP) and Session Internet Protocol. •Assisted with network configurations using Routers and Switches. •Applied knowledge of telephone sets such as Polycom, Yealink, and Cisco. Show less

Advanced Telecom Tech

• Dec 1999 - Mar 2012

• Team Lead for the Data Test and Activations group second shift supporting and supervising in-house technicians and numerous offshore technicians for 4 years. • Maintain 80% average speed of answer in 40 seconds or less for the phone queue. • Effectively and efficiently scheduling and assigning technicians to work request activities. • Ensured proper training and support for technicians. • Reported directly to supervisors and management regarding any arising problems concerning scheduling or work requests. • Provided support for scheduled activations and upgrades of high speed data circuits ranging in bandwidth of 56k through DS3 in a variety of protocols (ATM, Frame Relay, MPLS, VBNS, VPWS). • Verified and established physical routing (Layer 1, Layer 2.) • Troubleshot physical path and order completion issues. • Managed trouble ticketing system to ensure prompt resolution with various LECs and internal business units. • Assisted in utilizing company systems to provision circuits (Layers 1 and 2) in internal routers / switches. • Initiated company-wide cleanup of failed automated provisioning. • Supported small business, wholesale and large enterprise customers from sites ranging from 5 to 5,000+. • Updated and maintained the Data Test and Activation intranet website by posting policies and procedures, internal phone numbers and internal knowledge base. Show less

Logical Provisioner

• Apr 1999 - Dec 1999

•Frame Relay database cleanup in OS/2 using telnet 3270 and other internal MCI applications. •Provision and troubleshoot circuits and switches via performing changes in the switch, updating orders, and opening trouble tickets. •Validation of circuit and PVC orders to ensure proper build and accurate billing is in place. •Frame Relay database cleanup in OS/2 using telnet 3270 and other internal MCI applications. •Provision and troubleshoot circuits and switches via performing changes in the switch, updating orders, and opening trouble tickets. •Validation of circuit and PVC orders to ensure proper build and accurate billing is in place.

Satellite Communications Systems Operator

• Jan 1995 - Mar 1999

•Assistant Shift Supervisor responsible for leadership and training of technical specialists. •Configure, align, and maintain satellite communications equipment and its associated devices. •Conduct network operations and management, performed quality control tests, prepared system equipment forms and reports. •Assistant Shift Supervisor responsible for leadership and training of technical specialists. •Configure, align, and maintain satellite communications equipment and its associated devices. •Conduct network operations and management, performed quality control tests, prepared system equipment forms and reports.