Bryon Wanstrath

Experience

• 

  Time Warner Cable

  May 2010 - Oct 2011

  CSR

  Took calls for billing, account questions, technical support. Integrated sales with incoming calls to identify needs and offer services using the S3 sales techniques. Supported cable boxes, cable modems (for phone and internet) and area outages to identify and resolve issues while delivering exceptional customer service. Assisted other Customer Service Representatives with questions about processes, troubleshooting techniques, and general need areas.

• 

  Pomeroy

  Oct 2011 - Aug 2020

  Manage strategic initiatives spanning 10 different accounts. Support managers in my team regarding operational/staffing/customer service/leadership challenges. Collaborate with peers in developing consistent standard practices across all accounts during core and after hours support. Partner with HR to ensure policies are being followed in a manner that is fair and equal. Consistently communicate with clients to ensure customer satisfaction and address challenges/offer expertise to meet current and future business needs. Show less Teach Creating CEO's (Customer Experience Owner's) class monthly. Teach HDI - Support Center Analyst class monthly. Work with service operations and service desk managers for KB audits to conform to KCS standards. Assist with creating and documenting a Training Standard and Quality Assurance standard. Conduct monthly quality calibration with leadership teams. Assist with recruitment, screening, and scheduling of Level 1 analysts. Maintain quality assurance database. Perform quality audits for service desks as needed. Develop centralized quality assurance program. Show less Monitor Level 1 analyst calls and tickets. Provide technical support information for customers and employees. Create and update centralized knowledge for the desk. Communicate emergency information between escalation groups to facilitate resolution. Communicate with Business Relationship Manager to ensure high quality service support. Coordinate with other teams to improve processes. Work with Service Level Manager to coach and train analysts for both technical aptitude and customer service skill improvement. Show less

  • Senior Operations Manager

    Apr 2019 - Aug 2020

  • Manager - Training and Service Quality

    Jul 2016 - Apr 2019

  • Training Analyst

    Mar 2015 - Jul 2016

  • Process Analyst

    Dec 2013 - Mar 2015

  • ISD Help Center Level 2 Analyst

    Apr 2013 - Dec 2013

  • Level 1 Analyst

    Oct 2011 - Apr 2013
• 

  Author by Humana

  Jan 2021 - now

  Service Manager

  ► Trusted advisor to business and technology partners, creating and implementing processes and technologies to develop effective solutions to establish state of the art exceptional 24/7 service to associates and members► Partner-facing service delivery, utilizing outstanding relationship management skills to drive to common goals between departments► Prepared and presented high level presentations for executive leadership demonstrating performance and growth across IT► Worked closely with Solution Delivery Leads, Business Leadership, and Technology Leadership, across all work streams► Accountable for successful service delivery of Problem Management, Knowledge Management, Training and Education, and Availability Management► Measured and Reported performance across managed services and identified and implemented continual service improvement opportunities► Responsible for overall associate satisfaction related to managed services and everyday relationships from partners to executives► Lead training and thought leadership on best practices, service delivery strategy, and methodology► Conducted company-wide training on existing and new processes to ensure successful change and release and adherence► Oversaw and adhered to the successful achievement of SLA and KPI goals► Produced and managed integrated ITSM business and technical process documentation as well as overall ITSM process documentation for Problem Management, Knowledge Management, Performance Analytics, and Training & Education► Collaborated with ServiceNow development team (both onshore and offshore) to write stories, communicate business needs, ensure needs are properly translated into technical requirements, and tested the execution and success of implemented changes Show less