Lawrence Pennington

• A project-based bootcamp course that builds your portfolio with the support of industry experts, a rigorous curriculum, and paired workshops. Highlights include: Waterfall, Agile (Scrum, KanBan, Lean), and hybrid Project Management methodologies

• Monitored the call center floor to ensure that support reps were following proper procedure and providing a quality customer experience
• Assisted in training and shadowing junior-level support reps
• Regularly participated in team focus groups to provide helpful insights to maintain productivity and efficiency

• Provided technical support to end-users of LogMeIn software products via phone, email, and support ticket requests
• Checked for solutions and fixes in the knowledge database and provided helpful service while maintaining a positive customer experience
• Logged and monitored support cases in SalesForce and ensured that each case was resolved and handled with care to delivery prompt and effective resolutions

• Responsible for managing a call center team specializing in remote computer repair services and software sales
  
• Duties included but not limited to:
  

- Hiring, scheduling, and payroll
- Hosting morning meetings and formulating daily bonus structures for sales agents
- Mentoring sales agents individually to improve their productivity
- Keeping track of call analytics such as average handling time and revenue per call
- Seeking out quality lead sources and purchasing leads

• Monitored the call center sales floor and provided support to phone sales agents
  
• Ensured the agents were following correct procedures and routinely gave directions to agents in need of guidance
  
• Regularly evaluated agent performance and implemented bonus structures to increase productivity

• Provided remote technical diagnostics to end-users of Windows and Mac operating systems
  
• Diagnosed technical issues and offered customers remote repair and security software solutions