Donte Barnes
Lancaster,TX
Summary
I am looking to obtain an enriching career in the eld of Information Technology/ Customer Service that will be applicable with my education in Technology Management. I am familiar with a wide variety of technical skills and 5+ years of customer service experience. When given the opportunity I continue to excel and grow within the company to assist with driving results for the business. I am organized, driven, confident, and hard-working and worthy of becoming an valuable asset to the company.
Overview
7
7
years of professional experience
Work History
Service BDC Manager
Post Oak Toyota
05.2024 - 03.2025
- Managed and conducted outbound calling and texting campaigns to attract business and meet objectives.
- Confirmed scheduled appointments to reduce chances of potential buyer no shows.
- Generated promotional letters and emails to encourage customers to visit dealership.
- Monitored 100+ outbound calls each service department agent made
- Maintained KPI metrics each quarter
- Logged customer comments in dealer management system for follow-up.
- Trained team to answer incoming phone calls and schedule appointments for sales team.
- Incorporated scripts to encourage uniform communication when scheduling service appointments.
CONTACT CENTER QUALITY ASSURANCE ANALYST
MOTIIV
06.2023 - 05.2024
- Ensure compliance with company quality standards on all contact channels while monitoring key performance metrics to improve call quality.
- Review agents' conversations across all contact touchpoints to measure teams' performance and track customer support quality.
- Contribute to call calibration sessions to evaluate agent performance.
- Identify lapses in agents' performance and provide constructive feedback for improvement.
- Engage in customer listening to identify customer pain points and expectations. Ensures communication is effectively delivered and appropriately addresses all customer concerns.
- Assist with customer calls according to the businesses call volume demand
- Listened to and coached on average 31 calls on a weekly basis.
QUALITY ASSURANCE SUPERVISOR
TELVISTA, INC.
03.2021 - 11.2022
- Responsible for reporting daily to weekly updates on customer experiences based on raw data gathered from agents
- Create reports with short - and long-term trends for local and corporate management
- Train personnel for appropriate action when specifications are not being met
- Ensures that all quality requirements are fulfilled with the frequency as specified by Verizon Connect
- Management of other QA agents for the resolution of internal/external quality concerns
- Collaborate with leadership to check and set up standards for future agents
- Perform other duties as assigned Reviewing weekly reports to determine agents classification designation and communicate to the appropriate leaders in the business
QUALITY ASSURANCE AGENT
TELVISTA, INC.
01.2020 - 03.2021
- Reviewing weekly reports to determine agents classification designation and communicate to the appropriate leaders in the business
- Responsible for completing all evaluations based on agent classification per agent per week
- VZC Customer Experience Analysts are responsible for completing two evaluations per internal agent per wee
TECHNICAL SUPPORT AGENT
TELVISTA, INC.
06.2019 - 01.2020
- Help improve driver performance, reduce risky driving behaviors, and driving safety
- Track vehicle performance at the individual and fleet level, identify trends and make decisions to increase efficiency and lower operating costs
- Providing a high level of resolution support to multiple business customer types, adapting to their varying needs and requirements
- Delivering efficient customer support on large accounts using web-based tools
- Assisting with escalations and large research requests
- Accessed customers Salesforce account to provide further assistance troubleshooting account concerns
TECHNICAL SUPPORT AGENT
TELVISTA, INC.
09.2018 - 06.2019
- Troubleshoot via chat, email and phone customer problems with computer hardware and software issues
- Performing essential duties for specific equipment and applications
- Use product information, multiple client tools, client specific reference materials, scripting, advanced technical knowledge, and customer service skills and problem solving skills to diagnose a customers problem
- Resolved 80-100 technical support inquiries per day.
Education
Bachelor of Science - TECHNOLOGY
TEXAS A&M UNIVERSITY
College Station, TX08-2018
Skills
- Networking Equipment Installation
- Networking Equipment Configuration
- Troubleshooting Networking Equipment
- OSI Model
- Salesforce
- Microsoft Office 365
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Outlook
- Microsoft Access
- Critical Thinking
- Advanced Microsoft Excel
- Quality assurance
- Quality management
- Technical support
Timeline
Service BDC Manager
Post Oak Toyota
05.2024 - 03.2025
CONTACT CENTER QUALITY ASSURANCE ANALYST
MOTIIV
06.2023 - 05.2024
QUALITY ASSURANCE SUPERVISOR
TELVISTA, INC.
03.2021 - 11.2022
QUALITY ASSURANCE AGENT
TELVISTA, INC.
01.2020 - 03.2021
TECHNICAL SUPPORT AGENT
TELVISTA, INC.
06.2019 - 01.2020
TECHNICAL SUPPORT AGENT
TELVISTA, INC.
09.2018 - 06.2019
Bachelor of Science - TECHNOLOGY
TEXAS A&M UNIVERSITY
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