Brandy Watters

Experience

• 

  CenturyLink

  Aug 2008 - Jan 2016

  ● Independently train new hire data support classes in networking basics, technical troubleshooting, customer service and software applications.● Proven ability in developing training materials and innovative activities to engage trainees, improve retention and spur collaboration.● Onboard new hires and coordinate with several departments to ensure all equipment and system credentials are prepared and work properly for new hire agents.● Provide continued individual training and development during slow periods to expand employee skill sets without compromising call center service levels. Show less ● Managed front line as well as high level management escalations effectively and efficiently while also providing support to front line agents in a complex, fast-paced and challenging call center environment.● Provided one-on-one coaching for team members based on individual temperaments, aspirations, strengths and weaknesses. The results: an over 18% decrease in the average handle times of struggling agents in a three month span as well as improved confidence, attitude and national perception survey results. Show less ● Researched and implemented solutions for business clients’ IT and networking needs and provided regular optimization to keep computers running smoothly. ● Investigated and resolved networking, hardware, software and security issues, then recommended changes in software and network setup to avoid future complications.● Developed technical processes for the RescueIT team to improve efficiency and productivity resulting in decreased handle times and an increase in first call resolutions. Show less

  • Data Support Trainer

    Jan 2014 - Jan 2016

  • Business Technical Support Lead

    Mar 2011 - Dec 2014

  • RescueIT Technician

    Nov 2008 - May 2011

  • Business Data Support Technician

    Aug 2008 - Mar 2011
• 

  Lumen Technologies

  Jan 2017 - Dec 2022

  ● Employ reporting metrics and development opportunities to encourage continuous growth among team of highly skilled technicians.● Collaborate with key players throughout the organization to define scope, strategy, risks and support models for new processes, initiatives, and product rollouts on a continuous basis as designated process SME.● Writer of the weekly business newsletter published on behalf of leadership.● Coordinator and content creator of Repair communication videos published organization wide 3x weekly to cover process updates, systems training, and employee engagement topics.● Generate reporting to proactively address gaps and trends through speech analytics.● Headed the creation of a service assurance group, including scope, SLAs and processes, to reduce dispatches to the field. It has since been adopted throughout the organization reducing non-productive dispatches by 9 % on average.● Orchestrated the expansion and cross training of overnight support team to provide 24/7 support for CenturyLink brand services and continuous outage reporting overnight. Show less

  • Senior Process Analyst

    Oct 2021 - Dec 2022

  • Business Technical Support Supervisor

    Jan 2017 - Oct 2021
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  Brightspeed

  Dec 2022 - now

  Lead Analyst