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Work Background
EarthLinkSenior Manager Omni Channel Operations
Aug. 2023
EarthLinkLead Digital & Automated Solutions
Oct. 2021Atlanta, Georgia, United States
EarthLink InternetLead Digital Operations
Oct. 2021 - Oct. 2024Atlanta, Georgia, United States- Lead 3 Centers both internal and partner based centers for Sales and Customer Service Chat and SMS. Drive performance, support and remove roadblocks, and ensure accountability through contractual metrics and KPI and a balanced scorecard. - Manage and strategize overall customer facing chatbot experience. Responsible for deflection rate, customer experience, and FCR - Ensure agents are fully equipped with all needed chat systems and resources needed. Develop Agent AI content and flows for improving overall efficiencies. Manager vendor relationships for technology utilization. - Responsible for Chat Strategy and Processes. Utilize customer insights and KPI management to drive business decisions that are needed with the chat department.
Verizon WirelessSenior Technology Analyst
Apr. 2018 - Oct. 2021Alpharetta, Georgia, United StatesOver the past 12 years I have been working within Verizon starting in retail, then moving into business and small government support. Over the past 4 years, I have been focused on Chat and Digital Automation on our national operations in business support. My biggest accomplishments were supporting our chatbot launch and maintaining it over a 4 year period through training, creating functional and engaging transactions. In 2020, I migrated our Chat program into a messaging platform with LivePerson.
Verizon WirelessSmall business and government Coordinator
Jul. 2014 - Apr. 2018Hilliard, Ohio• Year to date leading performance of 95% in rep NPS
• Attending leader lead training, teaching training to my team
• Creating weekly meeting agenda, then assisting with conducting team meetings- January team had 1 person leading, then went to 4 people leading in February out of 10. We went from 6 team members developing to currently 2 members developing as results from focusing on key metrics each week and giving tools and resources in improving on targeted areas
• Create materials and resources for team to help improve performance • Team caption for group contest, responsible for conducting team huddles and performance of teams accessory sales
Verizon WirelessSales Representative
Jul. 2011 - Jul. 2014Ohio• Maintaining sales quota while providing excellent customer service • Assisted in training new hires, responsible for their development and understanding of job position
• Team Lead for business sales for store, would provide team with weekly calls due at end of week, responsible for assisting team close any business deals done in store location
• Coaching and developing team for performance that I was responsible for • Key holder job title- duties would include opening and closing store, assigning registers, tear down and set up of store, handling money orders, deposits, store inventory, processing store transfers
• Wireless workshop representative- set dates of workshops, would hold 2 hour wireless workshop trainings for consumers twice a month, responsible of training materials and resources for customers and co-workers
FlextronicsTechnician
Aug. 2009 - Jul. 2011Lima, Ohio Area• Assisted customers with technical service on devices, customer services, and sales transactions
• Ensure all computers and cellbrite machines were upgraded on correct software
• Upgrading devices on software and troubleshooting devices • Educating customers on device functions and simple set up on new devices
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