Morgan Kirby

Experience

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  Verizon Wireless

  May 2007 - Feb 2015

   Owned internal billing and network systems on desktop and mobile devices for Western US Customer Service (CS), Technical Support (TS) Centers via Operations in partnership between IT Engineering and the end users Project Manager of new version rollouts through testing, education, release notes and launch support through adaptation, utilization and issue resolution Developed materials for both technical and non-technical release notes, feature advertisements, educational trainings, and communications to ensure understanding and improve functionality Extensively traveled to all locations in area to manage day to day operations, first hand issue troubleshooting, and large scale optimization. Managed all aspects of travel and meeting for multiple members and locations simultaneously Tracked and monitored all ad hoc changes, issues, and resolutions as appropriate on top of executing large scale projects and reported via standard Project Management protocols Coordinated sharing and meetings with multiple silos and departments of the business, from engineering and IT to training, CS, and executive to maximize information and functionality unification in pursuit of consistent world class internal and external experience Successful Project Management of a myriad of technical, efficiency, and morale oriented proposals Considered the SME for Assistive Technology identification and integration by Wireless portion of the business Show less  Per survey results, identified trend drivers from verbatims and repeat calls to create targeted training and “Quick Tips”; increased customer experience and survey results Designed Lunch & Learn program with vendors and experts; successfully addressed and reversed technological and knowledge gap impacts on call in rates  Project Manager of “credit/discount” project. Deep dive reporting and behavioral based Leadership training reduced frequency and amount given by 66% in first 90 days, continuing MOM Facilitated on/offsite events from 5-2000 attendees, casual to formal, simple to technical including global broadcasting. All unique, exceeded expectations, came in on/under deadline and budget Handled project management and coordination with IT, HQ, Ops and Vendors both on and offsite Provided reporting, analysis, readouts of progress to front line users through Executives. Held strategy sessions to reassess constantly shifting priorities and resources. Continual partnership with all areas to foster successful roll-out across enterprise Perform vast variety of reporting and analysis to read out on all aspects of the Business with action plans to correct results from 1:1 Rep coaching to Regional Presidential level. Created partnership with other Channels, facilitating consistent, positive Customer Experience via efficient operation. Used cross-over sessions to share best practices, goodwill, eliminate misconceptions about other channels roles and resources. Strong background in behavioral coaching simplifies incentives by basing on related core behaviors and not symptoms  Very adept in high-stress, fast-paced environment with constantly shifting priorities. Easily handle ad-hoc requests while still maintaining established project plans and workload. Show less  Project Manager over Technical Support’s Training/Transition Program: material review, facilitation, feedback, SME selection and support, in addition to managing current team of 11+ Data Coordinators Redesigned/Implemented SME process for Customer Service and Technical Support Transition groups Created offline NRB Team to manage issues escalated to engineering to ensure timely ticket resolution: Identified need, selected team, defined process, partner with RM monthly on scheduling and shrink budget to reduce offline usage to under prior budgetary projections resulting in approximate savings of $50k in shrink hours/1.6 FTE in first 2Q Efficiency Champion for Tech Support: Run reporting, analyze data for trends, create action plans, track and report results. Created multiple Excel tracking and coaching tools and cascaded to peers to promote consistency, organization and real time reporting Managed and staffed Customer Escalation queue Presented in Operations Reviews on Quarterly/Semi-annual basis to all levels of the organization Initiated Technical Support Recognition Committee Daily use of Verizon Wireless proprietary systems: ACSS, MARS, Remedy, Crystal, Behavior Report, Customer Survey Reports, Supervisor/Quality reports and Infomanager for multiple functions and readouts Adept at picking up proprietary, reporting, technical or any other software required for a project or position Show less  Utilized active listening, deductive reasoning, and advanced technical knowledge to provide issue resolution via hardware and software technical support for new device, test devices, telemetry devices, and others  Managed customer concerns for top tier clients and high level escalations nationally via inbound/outbound calls, email, and trouble tickets Obtained promotion to Quality Assurance Coordinator for WDTS specific activities Created new tracking mechanism within QA department to increase team functionality and efficiency Engineered new process for NRB/Offline team including creation of Access Database, P&P documentation, resource management and training on new systems and processes  Tactical implementation on NRB processes resulted in offline team efficiency increase by 28%, center productivity by 6% while only utilizing 3% of headcount in first year. Model was picked up and turned into a full time offline team. Show less

  • Operations Consultant - Systems and Assistive Technology

    Aug 2012 - Feb 2015

  • Center Operations Consultant

    Oct 2010 - Aug 2012

  • Customer Service/Technical Support Supervisor

    Jan 2008 - Oct 2010

  • Technical Support Coordinator/Quality Assurance Coordinator

    Apr 2006 - Jan 2008

  • Quality Assurance Coordinator

    May 2007 - Dec 2007
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  The Broken Token

  Dec 2015 - Dec 2017

  Operations Manager

   Wore many hats: Operations, Project Manager, Office Manager, Facilities, HR Asst., Sales, AP/AR, Onboarding, Exec Asst., Production, Shipping, Conventions, Special Projects  Learned and adapted processes to constantly changing web-ware and shifting priorities to meet a growing companies software needs. Required changing hats and working multiple positions and projects in any given day in addition to my normal duties as we grew from eight to thirty employees over a short period of time.  Developed detailed task and project management process that was visible to all levels as appropriate and showed each users access, activities, and notations. Additionally, completion of tasks triggered notification to owner of next step in chain of completion. Calendar and completion charts and graphs were also available for high level quick view of project status and to assess potential bandwidth load to avoid over/under utilization of resources. Built check-points throughout Production, QC, and PM processes to ensure that no errors went unchecked or developed exponentially into large scale issues in the future if unchecked Designed Organization dynamics based on staffing, skillsets, bandwidth, production, need vs. capacity, budget and current priority of the business with regularly scheduled reviews plus ad hoc reviews based on extraneous factors Organized repair of old building and reconfiguration/construction of new addition for current expansion including working with contractors, sourcing furniture, building materials, RFQs, tracking budgetary impacts and negotiating financial impacts Show less