dustin reed

client services and operations, north america

About

Subject Matter Expert at Asurion

Country

united states

City

los angeles

Industry

information technology and services

Skill

customer service, business development, mobile technology, project management, content development, customer relationship management, operations management, avaya ip telephony, team leadership, sql, microsoft office, mac, windows, management, system testing, user acceptance testing

Experience

client services and operations, north america

ventrata

2017-10 - Present · 9 yrs

mobile support

asurion

2013-7 - 2014-4 · 10 mos

* Frontline tech support for the 3 largest telecommunications carriers in the United States. Scope of support included all troubleshooting, setup, and connectivity between mobile devices and all 3rd party accessories. * Consistent top performer enterprise-wide in all metrics. * Chosen early to mentor and train new hires.

subject matter expert

asurion

2014-4 - 2015-8 · 1 yr 5 mos

* Daily functions included: * Being responsible for immediate and real time IT support and resolution for over 500 tech support agents. * Handling customer and client escalations. * Mentoring and coaching team leaders on how to make their agents more technically proficient while assisting customers with the mobile technology issues. * Developing content in Excel, PowerPoint for further training of colleagues. * Accomplishments * Consistent enterprise-wide top 5% performer in all metrics. * Selected as 1 of 5 to launch our inaugural operation with Sprint * Selected as 1 of 2 to launch Verizon in Las Vegasand. * Successfully interviewed against over 100 applicants and was chosen as the 1 representative in my role to completely implement infrastructure and solidify our foundation in London, UK; our first operation in Europe, from the ground up.