Fair Oaks, CA
1998 – 2017 Sonoma Interconnect / Sonic.net / Sonic.
Santa Rosa, California
Nineteen years as a customer service representative, supervisor, and manager at a growing regional Internet Service Provider. In a constantly-changing business environment we survived and thrived through adversity – the formation of the AT&T/Comcast broadband duopoly, the Dot Com Crash, and the Great Recession – by adapting to new technologies, competition, and regulatory changes. We took good care of our staff, stuck to our principles, took chances, and maintained reasonable margins.
Fostering one of the best work environments in the internet service industry
Hiring, scheduling, training, and supervision of excellent call center staff
Coordination between partner service providers and incumbent utility company
Developed and implemented multiple call center workgroups to handle specialized tasks
Creation of internal and public-facing department practices
Creation of procedure and training materials for internal and partner company use through multiple iterations of technological and business model changes
Development and implementation of online troubleshooting and marketing material
Development and implementation of knowledge base for interdepartmental use
Creation of internal troubleshooting tools
Design, implementation, and maintenance of call center quality assurance and monitoring tools, including staff scheduling, attendance tracking, and metrics measurements.
Strong troubleshooting skills
Good writing skills
Sustained attention to detail
At ease with venturing into uncharted territory
Able to think outside standard operating procedure while keeping in mind the principles underlying the procedure
Strong sense of business ethics in regards to doing the right thing for a customer without jeopardizing the real needs of a business
Able to identify how perceived problems arise from unnoticed or unarticulated ones
Programming and database coding using Perl, PHP, jQuery, MySQL