MONIQUE WILLIAMS

• Managed the end-to-end telecom invoice process, coordinating with carriers to validate and approve monthly billing, ensuring accuracy and preventing overcharges.
• Provided Tier 1 support for Genesys Cloud, serving as the first point of contact for troubleshooting and resolving technical issues to maintain smooth contact center operations.
• Improved the overall headset optimization process, by conducting an evaluation with 10 call center agents, including Supervisors in better audio quality and comfort.
• Executed Move, Add, Change (MAC) requests for agents using Genesys Cloud, ensuring accurate provisioning and timely updates aligned with organizational needs.
• Performed junior-level Genesys Cloud administration, including implementing call greetings, adjusting hours of operation, updating call routing, and managing user groups and roles.
• Worked closely with Genesys Cloud developers to help with development, implementation and test configuration changes to validate functionality.
• Acted as Scrum Master for the team, facilitating sprint planning, daily stand-ups, and retrospectives to promote team collaboration, remove blockers, and support agile project delivery.
• Recognized as a trusted, go-to resource for contact center agents, frequently sought out for support with Genesys Cloud issues, demonstrating strong system knowledge and customer service.
• Collaborated with internal teams and external vendors to ensure prompt resolution of Genesys Cloud contact center issues with minimal operational disruption.
• Technical Support Supervisor
• Specialize in products to help balance the team’s collective knowledge.

▪ Managed a technical support team of 8-10 employees.

▪ Specialize in products to help balance the team’s collective knowledge.

▪ Assisted in recruiting new employees.

▪ Completed monthly quality monitoring for Technical Support Representatives providing monthly percentage goal statuses.

▪ Continued research & investigations on wireless communication technologies, services and devices.

▪ Respond, delegate, and provide supervision on quality issues, reported problems, and trends.

▪ Respond to Instant Messaging (IM) requests for assistance. ▪ Assure all Company and functional policies as well as standard operating procedures are adhered to.

▪ Conducted team coaching on a regular basis.

▪ Ensure inbound/outbound escalated calls are efficiently resolved via telephone & email.

▪ Act as a liaison between technical support team and Engineering staff.

▪ Manage/Supervise agents to maintain customer service levels ensuring all calls are being handled in a timely manner through Shoretel program. 08/2010-08/2011 Client Services Supervisor BullsEye Telecom

• Supervised a team of 8 to 10 client services specialists.
• Assisted in daily escalation processes ensuring timely resolutions for customer repair issues.
• Assisted in recruiting new Client Service Specialists.
• Completed monthly quality monitoring for Client Service Specialists providing monthly percentage goal statuses.
• Determined work procedures, prepared work schedules and assisted in the daily workflow set-up.
• Supervised floor production, call flow management and continuous monitored duties to meet service level objectives.
• Responded to customer issues via phone, e-mail, written letter, etc. concerning credit issues with their account.
• Provided to customers up to $500 limitation.
• Submitted trouble tickets via ILEC/CLEC’s web portals regarding repair issues.
• Contacted ILEC/CLEC’s via phone for repair and MACD issues.
• Managed a team of up to 8 and counseled, issued verbal/written administered discipline.
• Completed all necessary paperwork accurately within a timely manner.

• Respond to Help Desk calls in a courteous manner and document service issues so technicians can address in a timely manner.
• Established effective customer relations with: AARP, GEICO, JB Hunt, Mutual of Omaha and Live Nation.
• Participate in multiple Avaya training sessions in order to develop phone system knowledge as well as, learning fundamental operations of commonly used software, hardware, and other equipment.
• Resolved quality service issues when complying with products/parts
• Shipped/Received PBX parts to ensure quality working equipment
• Troubleshoot various problems and provide appropriate responses to end users and departmental staff, in addition to assisting end users through basic procedures.
• Ability to dial into Avaya PBX systems (S8300, S8400, S8700, S8710, S8720, Definity One, Definity G3si, & Prologix) to make small changes and run reports to evaluate the conditions of the system
• Monitor voice mail, e-mail messages and related information for support inquiries. Coordinate and maintain a log of request activities of the Help Desk, can prioritize service requests according to importance, i.e., emergency, immediate, high priority, moderate, general or suggestion.

• Dynamic inbound/outbound customer service. Establish constant customer contact to ensure order accuracy and satisfaction.
• Provision Voice and Payphone only services and review order agreements for order accuracy.
• Coordinate with the ILEC/CLEC to convert and establish new service for business, residential and payphone customers.
• Trouble-shoot dial tone issues and dispatch technicians by submitting trouble tickets for repair during/after installation process.
• Build communication services between the sales department, technicians, and the customers by providing status, daily updates, and addressing all pertinent inquiries.
• Distribute call center orders to appropriate parties and provision orders for multiple markets in US.
• Process customer data information into billing system and create customer profile. Upgrade customer products and features accordingly.
• Manage final installation process for quality assurance in addition to test voice/payphone lines via on-line system to confirm appropriate/acceptable reading.
• Provide basic administration of telecom accounts, passwords and document in the appropriate order management system.
• Provide support w/maintenance evaluations including troubleshooting and dialing into various phone systems and making necessary programming adjustments.
• Coordinate the scheduling of outsource vendors for various projects and trouble tickets.
• Contribution in training staff on new programs and applications.
• Manage/Schedule small and large projects for new installations on services.
• Assist in providing quotes for large cable jobs.
• Negotiate pricing with vendors for remote/on-site support of customers.