Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Languages
Languages
Work Availability
Timeline
Emmanuel H. Mbende

Emmanuel H. Mbende

Aurora,Illinois
Never apologize for showing feeling. When you do so, you apologize for the truth.
Benjamin Disraeli

Summary

Technical Support Supervisor

A self-motivated, passionate, energetic, hands-on approach, and active individual with excellent communication, Interpersonal, strategical, and highly analytical skills Experience in evolving and executing change methodologies within team dynamics, strong problem-solving skills, and proven track records in coaching and development.

Prepared for a competitive environment while managing change and stimulating motivation and productivity, great relationships with diverse group of individuals, including effective delegation.

Proven ability to deliver high performance team results and excellent customer satisfaction, with an extensive business background in managing Care, Technical Support, and Online Chat Employees.

Committed job seeker with a history of meeting company needs with consistent and organized practices.

Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Technical Support Supervisor

Verizon
05.2019 - 03.2023
  • Leading, motivating, coaching, and developing a diverse technical support team to deliver exceptional service through written communication
  • Maintaining the highest quality of service by monitoring employee behaviors during customer interactions and coaching the team on how to improve using the Enhance Model
  • Applying policies, procedures, and guidelines appropriately and setting the example for proper communication skills, work ethic and judgment
  • Performing daily and weekly connects, career development coaching sessions while promoting positive work culture
  • Assisting with center and department hiring process into Tech messaging group, including working side by side with peers group to help support department and stakeholder objectives

Lead Supervisor

Verizon
05.2017 - 10.2019
  • Driving results with huge emphasis on Recognition for all groups
  • Hiring manager for Chat specialists, Chat Tech Experts, & Chat CRT
  • Applying policies, procedures, and guidelines appropriately and setting the example for proper communication skills, work ethic and judgment
  • Center projects: 3 Days Resolution, Invalid transfers, lost shrink report, adherence, and OCC
  • Strategically coaching outliers or bottom 20% in Tech and Care groups around 3 Days
  • Resolution
  • Daily strategic approach of outliers’ management
  • Participate in daily connections with representatives to ensure strong execution of DTE
  • Inspecting Supervisors coaching to promote a balanced score card approach
  • Monthly recognition challenges and awards celebration of most improved representatives and supervisors
  • Key Accomplishments
  • Saw an overall 10% decrease in CRT call reduction project from May - September 2017
  • Promoted daily live monitoring to create and maintain awareness of strategic execution
  • Promoted daily digital communications within Sr
  • Manager group to maintain consistent and clear execution around goals
  • Daily and weekly reporting around leadership execution expectations

Technical Support Supervisor

Verizon
04.2014 - 02.2016
  • Skills
  • Hiring management
  • Project management
  • Outliers’ management
  • Strategic execution
  • Overseeing a total of 13 direct reports (Tech Experts - Global provisioning and Tech
  • Support)
  • Maintaining a balanced score card with the Chat Group in the areas of Customer
  • Experience, Efficiencies, Financial and Cost, and Control
  • Daily and weekly inspection of productivity: ACT ACPH, ADJ Concurrency, Single Rate,
  • Adherence, and Conformance
  • Weekly coaching and developing Chat representatives for success
  • Biweekly meeting with leadership to discuss opportunities and course correction
  • Daily strategic approach of outliers’ management
  • Participate in daily connections with representatives to ensure strong execution.
  • Key Accomplishments
  • Created new department goals in the area of Adjusted Concurrency for an early team

Technical Support Supervisor

Verizon
02.2014 - 03.2014
  • Maintaining a balanced score card in the Tech Department in the areas of customer experience, efficiencies, financial and cost control
  • Daily and weekly inspection of productivity: ACT ACPH, ADJ Concurrency, Single Rate,
  • Adherence, and Conformance
  • Coaching and developing new Tech Support representatives
  • Daily debrief with transition reps to help address any challenges with new tools and systems

Interim Associate Director – English Technical Support

Verizon
12.2013 - 02.2014
  • Maintaining a balanced score card in the Tech Department in the areas of customer experience, efficiencies, financial and cost control
  • Maintaining a balanced score card with the Chat Group in the areas of Customer
  • Experience, Efficiencies, Financial and Cost, and Control
  • Daily and weekly inspection of productivity: ACT ACPH, ADJ Concurrency, Single Rate,
  • Adherence, and Conformance
  • Shrink management: working with resource management to ensure consistent productivity at all levels
  • Managing leadership responsibilities: Ensure leaders are executing based on their commitments
  • Inspection of weekly base camps and commitments
  • Strategic coaching with opportunity representatives around Customer Experience (adherence and AHT) misses backed with good documentation
  • Working in partnership with the NRB and MW Project groups

Technical Support Supervisor

Verizon
08.2007 - 06.2013
  • Responsible for the day-to-day operations of a team of Wireless Data Customer Care
  • Coordinators
  • Develop, train, coach, and motivate a team to achieve a high level of customer satisfaction and provide ongoing feedback
  • Awards
  • Best in Class Cost Control 2014
  • Best in Class Balance Score Card

Interim Associate Director – Bilingual Technical Support

Verizon
02.2013 - 05.2013
  • Balancing the Bilingual score card with regards to Customer Experience, Financial, Cost
  • Control, and Efficiencies
  • Investigate AHT / Adherence Impacts:
  • Manage Execution misses
  • Create new base camps and commitments
  • Accountability
  • Manage Cost Control Impact
  • Accomplishments
  • Created an ongoing process to manage and improve Efficiency
  • Redesigned escalation process and POC assignments
  • Ensuring there was one person available at a time for escalations, including leadership
  • Strategic coaching around behavior (adherence and AHT) misses backed with good documentation Accountability at all levels

Lead Technical Support Expert

Comcast AT&T Broadband
01.2001 - 06.2003
  • Provided technical troubleshooting for user problems relating to operating systems, and performed upgrades, installation of software and essential data conversions to meet program needs
  • New Process Implementation
  • Introduced and developed escalation system to reduce service turnaround times from 72 hours to 24 hrs
  • Identified and trained staff on new systems, enhancing program efficiency
  • Assisted with data conversion and repairs of customer data at offsite locations to meet program requirements
  • Investigated issues reported by customers within a timely and efficient manner
  • Supported team of 11 Data Technical Support Associates.

01.2015
  • Supported my team through a pilot launch of the Global Support in Elgin January 2015

Supervisor

01.2014
  • The Year 2014
  • AD On Deck Class Graduate 2012
  • Dare To Soar – Director's Award YearFor Total Commitment to
  • Excellence
  • Recognize and recommend operational improvements
  • Monitor performance of direct reports according to established standards
  • Plan, direct and evaluate workflow
  • Participate in hiring decisions and conduct performance appraisals
  • Be knowledgeable and able to troubleshoot hardware and software issues, identify
  • Network/application issues
  • Provide information on how to set up/use products and answer questions relating to products and services offered
  • Listen to internal and external customers and communicate extremely complex and technical information clearly and concisely
  • Effectively communicate ideas and recommendations to all levels within the department
  • Present ideas effectively to individuals or groups, express ideas and information clearly verbally and in written form based on the needs of the audience
  • Thorough knowledge of Mobile Web and Mobile office products, desktop software packages designated as necessary to the job
  • Maintain up to date technical products/services training, knowledge, and skill to support internal/external customers and direct reports
  • Support and facilitate the development of others' knowledge and skills, providing timely feedback and guidance to help them reach specific goals
  • Make decisions or recommendations that contribute to the overall success of projects and programs within the Customer Service Technical Support organization.

Education

Master of Business Administration -

Benedictine University
05.2008

Bachelor of Science - Mechanical Engineering

Northern Illinois University
05.2004

Skills

  • Business Development
  • Customer Service
  • DHCP/DNS Ethernet and Firewall Proficient
  • Issue Troubleshooting
  • Product Troubleshooting
  • Account Management
  • Technical Documents Comprehension
  • Systems Analysis
  • Hardware and Peripherals
  • Microsoft Outlook
  • LAN/WAN
  • MS Office Proficiency
  • Complaint Resolution
  • Call Center Operations
  • Technical Troubleshooting
  • Software Installation
  • Windows XP/Vista
  • Technical Support
  • Performance Testing
  • Account Updating
  • Application Support
  • User Support
  • Desktop support
  • Technical issues analysis
  • TCP/IP
  • Videoconferencing
  • Technical documents comprehension
  • Issue troubleshooting
  • Customer service expert
  • Adobe and Adobe Flash
  • Windows 10

Affiliations

Member of the American Society of Mechanical Engineers Member of the National Society of Black Engineers

Certification

A+ Certification Tech Skills 2009 Six Sigma Methodology September 2004 The Achieve Institute Methodology

Languages

  • Languages – English and French

    • Languages

    French
    Native/ Bilingual

    Work Availability

    monday
    tuesday
    wednesday
    thursday
    friday
    saturday
    sunday
    morning
    afternoon
    evening
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    Timeline

    Technical Support Supervisor - Verizon
    05.2019 - 03.2023
    Lead Supervisor - Verizon
    05.2017 - 10.2019
    -
    01.2015
    Technical Support Supervisor - Verizon
    04.2014 - 02.2016
    Technical Support Supervisor - Verizon
    02.2014 - 03.2014
    Supervisor -
    01.2014
    Interim Associate Director – English Technical Support - Verizon
    12.2013 - 02.2014
    Interim Associate Director – Bilingual Technical Support - Verizon
    02.2013 - 05.2013
    Technical Support Supervisor - Verizon
    08.2007 - 06.2013
    Lead Technical Support Expert - Comcast AT&T Broadband
    01.2001 - 06.2003
    Benedictine University - Master of Business Administration,
    Northern Illinois University - Bachelor of Science, Mechanical Engineering

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    Emmanuel H. Mbende