Nicholas Whittecar
Call Center Manager
Mesa,Arizona
Summary
- Successful Communication Supervisor with 15 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability.
- Experienced communications professional with exceptional leadership, planning and problem-solving abilities. Competent in triaging calls, providing information and monitoring work of others for compliance with standards.
- Well-organized and detail-oriented Communications professional with solid understanding of technology and operational requirements to maximize department success. Coordinates teams, organizes workflow and schedules optimal coverage to handle all communication needs.
Overview
4
4
Certifications
5
5
years of post-secondary education
6
6
years of professional experience
Work History
Department Communication Supervisor
Banner Health
Mesa, Arizona
12.2016 - Current
- Work in a call center that handles 2.5 million+ calls a year
- Monitor call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Act as a knowledgeable resource to staff in matters of department processes, technical skills, equipment, supplies and/or regulatory requirements
- Continuously monitor and track employee/team metrics through call reporting software
IT Support Desk Technician I
Sprouts Farmers Market
Phoenix, Arizona
11.2014 - 12.2016
- Provide first level support to the users of Sprout's computer systems and related equipment
- Interpret, evaluate, and resolve complex problems reported to the help desk regarding various hardware, software, store systems, and corporate systems
- Using defined escalation procedures, log calls and escalate problems as appropriate
- Monitor all Support Center ticket queues; open, resolve or reassign tickets
Education
Master of Science - Management and Leadership
Western Governors University Online
04.2018 - Current
Bachelor of Science - Personal Computer/Network Technology
Collins College
03.2005 - 07.2006
Associate of Science - Personal Computer/Network Technology
Collins College
08.2003 - 11.2004
Skills
Staff Management
undefinedCertification
Six Sigma White Belt
Additional Information
- Top 10% VOICE Leader 2018
- Top 10% VOICE Leader 2017
Timeline
Six Sigma White Belt
01-2020
Introduction to Incident Command Systems, ICS-100
10-2019
Master of Science - Management and Leadership
Western Governors University Online
04.2018 - Current
Department Communication Supervisor
Banner Health
12.2016 - Current
ITIL Foundation Certificate in IT Service Management
04-2015
IT Support Desk Technician I
Sprouts Farmers Market
11.2014 - 12.2016
Network +
06-2014
Bachelor of Science - Personal Computer/Network Technology
Collins College
03.2005 - 07.2006
Associate of Science - Personal Computer/Network Technology
Collins College
08.2003 - 11.2004
Similar Profiles
Brandon HollandBrandon Holland
Emergency Department Technician at Banner HealthEmergency Department Technician at Banner Health
Danielle LuckettDanielle Luckett
Registered Nurse at Banner HealthRegistered Nurse at Banner Health
Jamie LafaveJamie Lafave
Certified Medical Assistant at Banner HealthCertified Medical Assistant at Banner Health
Brittany LogsdonBrittany Logsdon
Registered Nurse, Observation PCU at Banner HealthRegistered Nurse, Observation PCU at Banner Health
Francisco VillanuevaFrancisco Villanueva
Flatbed Truck Driver at American Metals CompanyFlatbed Truck Driver at American Metals Company