Zelmon Woods Sr

Experience

• 

  MidSouth Manufacturing

  Apr 1977 - Nov 1979

  Machinist

  Operating Cutters, drill presses and forklifts - assembling automotive fuel and water pumps and thermostat covers

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  United States Air Force • Seymour Johnson

  Nov 1979 - Nov 2007

  Materiel Superintendent

  28 years of Leadership and management experienceValidated Accountability, Quality Assurance and Safety program complianceConducted audits of lesson plans and testing materialsDirected logistical movement of vital assets to support mobilization of deployed unitsControlled restricted access to secure facilities and valuable assetsManaged planned and unplanned maintenance for 28 warehouse facilities and 68 acres of real estateCompiled data and submitted 5 – 10 year budget/equipment forecastsCoordinated lifecycle replace and repair of equipment – met first in-first out objectiveAssembled and distributed asset status reports and briefings for upper managementManaged fleet of 40 vehicles and support equipment Show less

• 

  AT&T

  Feb 2008 - now

  Coaches, develops and evaluates a team of Tier 1 Customer Assistants who are responsible for responding to customer inquiries that are technical in nature for consumers and small businesses; registration, home networking and complex troubleshooting for network issues, modems and PCs, multi-static IPs, pin holes, port forwarding, isolation of issues related to routers and/or Tier II and or Representatives in the Consumer Call Center organizations that support Premises Technicians, Installation and Repair (I&R) Technicians, Customer Escalations, and Customer Calls in 24x7 workforce environment. Key Roles and Responsibilities: Creates individual data driven tactical developmental plans; analyzes data, trends and calls to drive performance amongst representatives; resolves customer escalations through internal and external business partners; recommends operational improvement, identifies opportunities to reduce cost, and enable first call resolution. Ensures performance and quality standards through coaching and development responsibilities include 1x1 conversations, team huddles, call observations, required safety coverage, recognition, administration of action plans and discipline as well as maintaining quality documentation for each direct report. Uses advanced technical knowledge to assist Tier 1 Customer Assistants and/or Tier II and Reps to resolve technical issues.; Team in top 5 of twelve teams, contributed to center being number 1 in 9 states DSL 3 of 4 quarters in 2015Manager of Month for May/October 2015 top 10 ranking in 9 states DSLSuccessfully coached a team of technical support professionals from poor performance to maintaining Top 5 standing Exceeded performance targets YTD in repeats, transfers and uverse migrations Show less Completes customer registrations, setup, installation and troubleshooting of service issuesAppointed to lead team of 14 agents during absence of Operational ManagerManaged Service Lead schedules; ensured adequate floor coverage to support over 400 agentsBolstered team success through peer-to-peer coaching and completion of technical trainingIdentified metric focus areas--met or exceeded all monthly measurement objectivesTests cable, fiber optic lines and customer premised equipment to resolve connectivity issuesCompiles process improvement ideas and forwarded to process team for consideration; Performed as relieving managerMet all monthly goals and targets Show less

  • Manager, Technical Customer Support

    Nov 2012 - now

  • Customer Assistant

    Feb 2008 - now