Level III Supervisor

• Supervised a dynamic team of up to 30 Tier 3 agents. Resolution of all issues provided by the client. This frequently involved going outside the client’s support boundaries to resolve hardware and software issues which had no defined support methods or procedures. Monitoring and coaching agents for accuracy, efficiency, and professionalism. Same day root cause and resolution of all issues and concerns reported by the client. Generation and analysis of reporting used to trend outages, performance, attendance, and call flow.
• Accomplishments include: Collaborative consolidation of the Ticket Management and Chronic Issues projects into existing Level III Support project which increased first call resolution, decreased call turnover and employee turnover.
• Reason for leaving: Project nearing end of contract with no indication of renewal.

Level II Supervisor

• Supervised a dynamic team of up to 30 Tier 2 agents. Monitoring and coaching of call times, quality assurance, attendance, first call resolution, and schedule adherence.
• Accomplishments include: Awarded as Top Supervisor after first month in the position; Due to individualized coaching and training, the first visually impaired agent to be promoted in the company’s history was on Team Chester; Repeatedly received monthly Top Team award.

Ticket Management and Direct Support

• Creation of the Columbus Ticket Management project. Creation and implementation of open source macro and proprietary systems to review, update, and resolve escalated issues involving several hundred dispatch centers, thousands of field technicians, and multiple Maintenance Control Offices. Resolution of every escalated ticket, ranging from 400 to 2,000 escalations per day.