Tasmere Petersen
Cliff,NJ
Summary
Versatile Technical Leader with experience in operations management within Internal Support and BOP teams. Committed to providing outstanding customer service and assistance by driving the team towards success. Specializing in setting metrics and creating operating procedures that partner with the current business needs and customer expectations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Vonage /Supervisor
Vonage
07.2020 - Current
- Analyzes and reports on key performance metrics to senior management.
- Directs initiatives to improve agent productivity and technical aptitude.
- Meets frequently with direct reports to review performance and individual goal progression.
- Acts as day to day point of contact for our Outsourced Customer Service team by providing guidance on process procedures and escalation support.
- Works closely with vendor leadership teams to identify, update and provide documentation for various technical and process topics. Meets on a weekly and quarterly basis to review performance.
- Partners with cross functional internal stakeholders to improve workflow processes between departments.
Advanced Operations Technician
Vonage
03.2019 - 07.2020
- Provided VIP technical support for the top 25% of enterprise customers
- Troubleshoot VOIP device issues including call quality issues by investigating SIP call flows and PCAPs
- Assisted customers with troubleshooting both Vonage-managed Networking equipment and customer-managed devices
- Provided customer guidance with ensuring PC and network configurations are compliant with Vonage services.
Network Operations Center Analyst
Diversified
10.2016 - 09.2017
- Maintained service level agreements by adhering to NOC escalation timelines and continuous re-assessment of open issues
- Interacted with Field Technicians in maintaining a service infrastructure that delivers digital signage services to enterprise customers
- Participated in updating present written processes and in the development of new processes, in conjunction with the NOC manager.
Education
Master's degree - Management Information Systems
Keller Graduate School of Management of DeVry University
North Brunswick, NJ2018
Bachelor of Science (B.S - Network and Communication Management
DeVry University
North Brunswick, NJ2018
Skills
- Customer Support
- Employee Performance Management
- Technical Processes
- Performance Tracking and Evaluations
- Training and Development
- Reporting and Analysis
- Team Building & Mentoring
- Vendor Resource Management
- Cross-Functionally Collaboration
TECHNICAL
- Salesforce
- Tableau
- JIRA
- Excel
Certification
- ITL Foundation Certificate in IT Service Management, Axelos - 2023
Timeline
Vonage /Supervisor
Vonage
07.2020 - Current
Advanced Operations Technician
Vonage
03.2019 - 07.2020
Network Operations Center Analyst
Diversified
10.2016 - 09.2017
Master's degree - Management Information Systems
Keller Graduate School of Management of DeVry University
Bachelor of Science (B.S - Network and Communication Management
DeVry University
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