Supervisor

Posted on: 2007-07-24

Jewel McCoy 1786 Hwy 601 South Lugoff, SC 29078 [email protected] (803) 419-1226 (Home) (803) 269-3384 (Cell) Career History NCR Corporation West Columbia, SC September 2005 to Present Supervisor Manager: Walter Slominsky Communicate: Distribute tribal knowledge to the team via email, verbal, and or messenger. Add information for the team in Info-Desk (issues of the day, schedules, how to’s, etc.). Place incidents with the Help Desk for system outages, Coach and counsel the team. Floor coverage: Confirm shift coverage, assign territories to Agents, Set phone skills via Avaya, update attendance spreadsheet. Tasks: Monitor unaccepted calls and open queues, approve or deny vacation/personal requests, own the escalation bat phone, monitor territories for Agents as needed, ensure state of day reports and service engineer head counts are completed. Disciplinary involvement through conversation and email follow up, monitor phone and quality auditing for ESP, run reports for numerous customers to ensure proper processes are followed. New Hires: Add new hire information to ESP, Attendance spreadsheets, request new hire set up for all required tools. Distribute training manual, head set and jack along with the hire itinerary and name plate. NCR Corporation West Columbia, SC July 2002 to September 2005 Service Coordinator II Manager: Dominique Keith Plan, prioritizes, and assigns all outstanding work tasks for the service engineers (CE), and ensures the prompt delivery of service to meet our contractual terms and conditions. Planning includes all field activities and site visits by the CE for site preparations, installations, de-installations, moves, remedial visits, preventive maintenance visits, and site audits. Additional tasks include but not limited too: accept customer calls for service, check entitlement and work with the service team to get adequate dispatching, monitor service level, explanatory reports for the management team, identify and escalate any situation that may cause a work order to exceed service level agreements Manage resolution of work order from receipt to closure. APAC Telecommunications Columbia, SC Oct 1999-July 2002 Advisor Team Leader (Harland) Manager: Carol Tellu Manage the call floor (calls, production, lunch, breaks, etc.) Disseminate critical information Coaching representatives to meet the business need and goals, Ensuring the time is correct for timekeeping Address/resolve any issues directly or indirectly as needed within work environment Handling any service escalations issues or complaints from the customers Education Lugoff-Elgin High, Lugoff, SC 1986 to 1990 Studies: Academic Curriculum / Accounting, Qualifying Skills: Windows, Data entry, 10 Key Mastery, WordPerfect, COBOL, Excel, PowerPoint, Spreadsheet, Word, *office equipment such as Fax, Copier, multi-line phone systems