Kevin Peyton

Lead full time employees and contingent workers in IT call center capacity

• Managed Subject Matter Experts and Quality Leads working in knowledge article creation, performance coaching and process improvement capacities.
• Cross-trained existing employees to maximize team agility and performance.
• Leveraged agent metrics data and analytics to lead the development of improves business processes which resulted in lower OpEx and improved customer experience.
• Responsible for departmental ISO 9001 awareness and compliance.
• Utilize PowerBi, Tableau and Celonis analytics software for metric and performance tracking and decision making.

• Established team priorities, maintained schedules and monitored performance.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Controlled resources and assets for department activities to comply with industry standards and government regulations.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Advanced Excel user; comfortable with complex formulas, pivots and macros.
• Experienced user of Salesforce CRM and Avaya software.

• Applied knowledge of IT best practices to tackle new challenges and make educated decisions.
• Diagnosed software issues and applied troubleshooting techniques to resolve problems.
• Technical supervisor for new hire agents. Developed and delivered training in based on performance during their Transition Queue performance
• Chat L2 for internal technicians: Responsibilities included handling frontline technical escalations. Verified troubleshooting performed by technicians and provided additional troubleshooting steps and tips. Approved the dispatch of replacement parts for warranty repairs. Verified troubleshooting accuracy, parts and service accuracy.
• Technical trainer: Developed and delivered vitality training on a variety of technical topics including wireless technology and RAID configuration and troubleshooting. Target audiences were generally groups of 5 to10 frontline technicians and 2nd level internal chat agents.