Provided technical support for AT&T Homezone and U-verse TV, Internet, and home phone service; mentored teammates, created job aids, and performed side-by-side agent monitoring. Provided support to the Workforce Operations group whenever necessary.
Create and maintain call center-level, team-level and agent-level reports using SQL, SSAS and SSRS, as well as Avaya CMS, Aspect eWorkforce Management, and Verint Quality Monitoring.
Bachelor of Science (B.S.)
Concentration: Business--IT Management
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