Alteric Marshall
Newark,NJ
Summary
Strong management, organizational, technical and interpersonal skills. I am very trustworthy, ethical, tactful and committed to superior customer interaction. Confident and poised in interactions with individuals at all levels and will ensure that my team is successful in meeting and exceeding departmental goals. Detail oriented and resourceful, able to multi-task effectively and drive results. I have successfully managed escalations from various levels of the chain of command, ensuring prompt and effective resolution while maintaining clear communication, and improving customer satisfaction.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Specialist Network Support-Escalation Manager
AT&T Mobility
Paramus, New Jersey
09.2014 - Current
- Resolve technical challenges by analyzing and leveraging appropriate troubleshooting methods.
- Manage troubleshooting tasks to ensure seamless network performance.
- Review diagnostics, and assess the functionality and efficiency of systems.
- Deliver technical support to internal teams, resolving issues efficiently.
- Coordinate troubleshooting efforts by engaging appropriate teams for swift resolutions.
- Foster strong relationships with internal and external customers.
Tech Project Manager
AT&T Mobility
Paramus, New Jersey
06.2013 - 09.2014
- Developed comprehensive job aids for telephony requests.
- Analyzed IVR performance to enhance customer satisfaction.
- Ensured timely completion of IVR routing setups aligned with project objectives.
- Collaborated with third-party vendors to coordinate new call center launches.
- Conducted tests to confirm all requested elements were prepared and routing was effectively implemented.
- Logged defects in both AOTS and Rally platforms.
Team Manager - Advanced Technical Support
AT&T Mobility
Paramus, New Jersey
06.2004 - 06.2013
- Coordinated responsibilities of Technical Services staff to achieve performance goals.
- Trained representatives on best practices for customer service excellence, encompassing resource utilization, policy adherence, and system navigation.
- Evaluated call center metrics to assess team effectiveness and identify improvement areas.
- Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
- Addressed customer escalations and offered solutions to resolve issues promptly.
- Devised strategies to enhance team efficiency through constructive feedback, tailored coaching, and skill development sessions.
- Facilitated interviewing, hiring, and onboarding of new TSD representatives.
Education
Electrical Engineering
Essex County College
Newark, NJSkills
- Risk management
- Analytical thinking
- Quality assurance
- Expert problem solving
- Management collaboration
- Coaching and mentoring
- Troubleshooting techniques
- Customer relations
- Team collaboration
- Knowledge sharing
Certification
- Heart Saver CPR AED
- Six Sigma Green Belt Certified.
- LEAP Certified (Leadership, Execution, Accountability & Performance)
- 5G Certification
Timeline
Specialist Network Support-Escalation Manager
AT&T Mobility
09.2014 - Current
Tech Project Manager
AT&T Mobility
06.2013 - 09.2014
Team Manager - Advanced Technical Support
AT&T Mobility
06.2004 - 06.2013
Electrical Engineering
Essex County College