Stephen Hale

Experience

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  Global Cellular

  Sept 2003 - Jan 2007

  Manager

  Maximized store revenue to achieved Monthly Sales objectives. Create schedules and delegate tasks to employees. Training of new employees; provide mentoring to low performing associates to increase product knowledge and selling skills. Stock merchandise, complete weekly orders, and perform inventory audits. Communicate daily with District Manager to relay sales volumes and employee achievements.

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  Sprint

  Jan 2007 - Jan 2014

  Prepares reports for analysis of product failure trends and service ability issues. Develop and maintained test plans for new equipment. Training of new employees in tech department with accountability for goals, objectives, and operational policies. Manage repair parts inventory levels and generated orders when needed. Act as point of contact for approval of escalations when necessary. Provides support to customers on operational or maintenance aspects of equipment. Performs in-house servicing and repair of company's wireless products. Serves as customer contact on service related problems. Diagnoses mechanical, hardware, software and systems failures, using established procedures. Determines most cost effective repair/resolution to minimize customer downtime.

  • Senior Technician Lead

    Jun 2011 - Jan 2014

  • Senior Technician

    Jan 2007 - Jun 2011
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  Allbridge

  Jan 2014 - Dec 2021

  Directly Supervised a team of 10 Support Agents Provided escalation path for more complex issues that needed assistanceDeveloped key metrics and reporting to track low performing areas and developed training programs to address deficienciesEnsured team compliance with current policies and procedures, attendance and performance expectations and address discrepancies in a timely and professional manner.Conduct training, mentoring and coaching to insure team stays abreast of the latest industry standards, emerging technologies and ever changing customer expectations. Continually evaluate department policies and procedures to achieve staff efficiency, maximum productivity and process streamlining to insure professional quality support services are provided. Show less Effectively troubleshoot service interruption to minimize system down time and dispatch service agent to resolve more complex issues, insure prompt closure of all assigned service calls. Ensure cases are assigned and responded to in accordance with the published Priority Assignments; handle all service requests in a timely and cost effective manner to include controlling labor, travel and parts expenses. Timely and accurate updates are documented in case notes, updates are provided to customers and management as required. Provide assistance to resolve and de-escalate customer complaints in a timely and cost effective manner, escalates critical service issues to manager. Show less

  • Tier 2 Team Lead

    Jun 2018 - Dec 2021

  • Tier 2 Support Agent

    Jan 2014 - Jun 2018
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  Baxter International Inc.

  Dec 2021 - now

  Product Quality Specialist

  Provides the initial technical support contact to all internal and external customers who use, install, sell and service Care Communications products. Implement standard call greetings, workflow, follow-up commitments, call closing and follow-up execution in accordance with established best practices. Assesses problem severity and documents all customer interactions within the customer relationship management (CRM) system in accordance with quality system requirements. Deliver timely resolution of technical & non-technical issues by applying product knowledge, analytical skills, communication techniques and available tools, keeping customers continuously informed of issue status. Schedule and perform remote upgrades and services, managing these efforts to ensure efficient and successful outcomes. Develop broad product expertise and stay current on feature and patch evolution through consistent study of available documentation and routine training activities. Escalated Issues outside of knowledge or technical ability in accordance with established processes. Perform logistics duties such as parts orders, RMA processing, purchase order authorization, etc. as required. Participate in after-hours 24x7 on-call rotations. Show less