Denise Gutierrez

• Managed work load for approximately 150 technicians .
• Communicated with vendors to resolve network outages and periods of reduced performance.
• Supported outside forces
• Monitored and analyzed network traffic patterns, making recommendations for capacity planning and system enhancements.
• Collaborated with team members to design and implement network upgrades, resulting in improved stability and performance.
• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.

Review compliance and exception logs ensuring timesheets were correct and in compliance with AT&T policies and procedures

• Identify opportunities for recognition
• Provide Repair Representatives with scorecards, feedback, support and coaching as appropriate
• Performed regular call observations and process observations on Representatives to identify areas of excellence and areas of development.
• Led quarterly performance reviews, setting attainable goals based on individual strengths and business needs.
• Implemented customized coaching plans for individual team members, empowering them to reach their full potential.
• Elevated company performance by implementing best practices in performance management and employee development.

• Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
• Promoted teamwork among colleagues by proactively assisting others when needed.
• Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
• Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
• Consistently met performance metrics for call handling, contributing to the overall success of the department.
• Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
• Managed customer accounts and invoicing.