Tony McMillon

Respond to requests for Technical assistance in person,via phone,electronically Diagnose,resolve Technical Hardware/Software issues Advise user on appropriate action Follow standard help desk procedures Log all Help Desk interactions Administer Software Redirect problems to correct resource Identify and escalate situations requiring urgent attention Track, route problems and requests and document resolutions Stay current with system information, changes and updates

As a team Lead within the ranges of Technical Support with more than 300 employee´s,I was seen as the first contact for escalated calls from reps and leadership when customers resolutions or expectations were not met. I believe in having fun but also balancing that attitude with the focus of giving the highest customer service. I will keep this winning attitude and focus for Interactive Inteligence as well, and can help make this the standard for our employee´s.

Managed a team of Call Center agents 12 to 22 employees. Be available to affect the entirety of the team's operations. Manage by walking around. Be visible to answer questions. Take calls that your agents can't handle and be available when an agent appears to need assistance. Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. Motivate and encourage agents through positive communication and feedback