Britt Ellis
Poth,TX
Summary
I have over 25 years of Customer Service, Technical Support and Sales experience ready to be implemented and shared with the company I work for and my fellow co-workers.
Overview
34
34
years of professional experience
Work History
Site Director
One Touch Direct
San Antonio, TX
01.2017 - 01.2023
- Responsible for on site / WFH agent performance and behaviors that drive that performance primarily in Sales/ Customer Service
- Daily focus in floor energy/agent satisfaction, Sales (obtaining daily goals) & profit
- Client Management and partnership
- Meet FTE growth expectations
- Empathy based accountability approach that puts responsibility in the hands of employees mindful of attrition
- Worked closely with organizational leadership and board of directors to strategically affect operational direction.
Site Director
2-Wire / AT&T
San Antonio, TX
10.2006 - 12.2016
- Responsible for Video Technical Support center (500+ agents) where client co-occupied
- Managed all drivers of site and program financial performance including attendance, headcount, attrition, compensation, client interaction, and site P&L ownership
- Implemented activities/ contest/ and festivities designed to attract, develop, and retain a diverse 500+ workforce
- Facilitated effective communication between internal and external stakeholders.
Dispatch Supervisor
Time Warner Cable
San Antonio, TX
09.2005 - 10.2006
- Responsible for creation and direction of daily repair and install quota of field services / vendor services
- Vendor liaison with 13 separate hired companies providing both install and repair support to San Antonio and surrounding areas
- Directly coordinated field personnel for resolution of technical/ customer service field/ service related request/ complaints
- Responsible for the management and development of Dispatch support employees
Sr. Manager NOCC
MCI Telecommunications
San Antonio, TX
07.1993 - 05.2004
- Responsible for small/ mid-size business technical support North America
- Developed “War Room”, a tactical multi group brainstorming process to effectively resolve tough technical service issues
- Facilitated catastrophic network related outages post mortems
- Monitored ticket resolution rates, confirming quick and effective technical service call outcomes and producing mean time to repair
Mechanic/Body Shop Technician
Bill Murray's Auto Body
Freehold, NJ
01.1988 - 09.1993
- Replaced and repaired vehicle parts according to work order instructions.
- Evaluated OEM manufacturer schematics and service documentation to identify parts to order.
- Inspected new parts and areas of repair to verify correctness and quality.
- Ensured finished projects were clean and ready for customer acceptance
- Obtains a very strong mechanical applitude
Education
Associates degree -
Degree - Electronic Science
DeVry Technical Institute
1993
Skills
- People Management
- Innovation and Creativity
- Strategic Planning
- Crisis Management
- Motivational Leadership
- Strategic Partnership
- Strong Mechanical Aptitude
Mechanics
I enjoy fixing small engines and off road vehicles in my off time
Timeline
Site Director
One Touch Direct
01.2017 - 01.2023
Site Director
2-Wire / AT&T
10.2006 - 12.2016
Dispatch Supervisor
Time Warner Cable
09.2005 - 10.2006
Sr. Manager NOCC
MCI Telecommunications
07.1993 - 05.2004
Mechanic/Body Shop Technician
Bill Murray's Auto Body
01.1988 - 09.1993
Associates degree -
Degree - Electronic Science
DeVry Technical Institute