Shirley Gray

• Provide training and development for all tiers within support queue. • Consistent track record with employee development by responding to feedback logs, providing coaching and guidance to agents. Developed comprehensive personal improvement plans with direct reports as needed. • Identified goals and initiated a business development plan to bring field contacts back within the department, realigning calls to the better qualified organization for an improved customer experience. Oct 2014-Dec 2015 • Acted as Hiring Manager, managed between 1-8 requisitions, actively worked with recruiters and General Managers from across the country. o Additional tasks included completed pre-screening of candidate pool, assisted in interviewing and facilitated interview process for team of 40+, assign of interviews, processing completed documentation, worked with HR Staffing group to ensure class lockdowns were completed in a timely manner, and processed accordingly. o Obtained hiring goal of 650 headcount, 3 weeks ahead of target. o Winner of Quarterly STAR Award, Q3 2015

• Provide coaching, skills training, and support to first three tiers of DSL technical support. o Coached and trained in real-time on calls to allow the agent to better resolve the customer’s issue. o Manager escalations to help diffuse situations when necessary. • Facilitated training and DUIT programs for newly hired agents. • Analyze and repair network and provisioning problems; escalate complex issues to appropriate group to maintain network integrity. • Participated in multiple Kaizen summits to reduce expenses and save money for the High Speed Technical Support department.

Front Line support agent, phones and electronic support (email and chat)