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Yyyyyy x. yyyyyy xxx-xxx-xxxx


Driven, focused, and hard-working Strategic Leader with 15+ years of experience and a proven ability to lead others and oversee daily operations within fast-paced call center environments. Experienced in managing cross-functional teams, overseeing customer service quality levels, diffusing escalated customer service situations, and coaching/training staff members. Highly adept in improving operational efficiency levels in addition to maintaining strong communication with co-workers, staff, customers, and members of executive management.


Key Competencies


Operations Management Call Center Team Management Training / Development Policy Development

Vendor Management Technical Support Software/Hardware Deployments Customer Retention

Process Improvement Oral/Written Communication Cross-Functional Team Leadership Time Management


Professional Experience

Boingo Wireless, Los Angeles, CA July 2015-Present

Tier 2 Technical Support Team Lead

  Direct daily technical support operations within a fast-paced environment with a concentration on increasing productivity, efficiency, and client satisfaction

  Supervise a team of Technical Support Representatives which requires providing individualized training in addition to diffusing employee relations issues

  Oversee Tier 2 support logistics which includes level 2 billing inquiries, assist clients via email, live chat, and social media, and consistently review company social media accounts

  Provide on-site training to outsourced Tier 1 agents, assist with special projects as needed, and complete individual QA reviews on a bi-weekly basis


Accretive Health, Kalamazoo, MI October 2014-June 2015

Customer Service Associate

  Provided superior customer support to key clients within a call center environment which included large, non-profit, hospitals throughout Michigan and Alabama

  Assisted incoming callers within billing and/or account related inquiries, explained benefit specifics to clients, and obtain payments from patients

  Played a lead role in training and coaching new staff members which required superior communication and interpersonal abilities


AT&T, Pasadena, CA March 2000-December 2013

Maintenance Administrator

  Coordinated customer support and administrative functions within a successful organization which included troubleshooting technical issues with both DSL and Uverse

  Oversaw comprehensive training classes for both co-workers and members of management, attended internal conference calls, and maintained detailed spreadsheets

  Worked closely with internal technical support teams during organization wide software rollouts, completed outbound calls to clients, and dispatched Technicians to service calls

  Managed service connections/disconnections on behalf of clients along with acting as an Office Coordinator for internal AT&T newsflashes


Additional Professional Experience Includes: Directory Assistant Operator, AT&T (1997-2000)

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