Adrienne Charles

Experience

• 

  BELLSOUTH TELECOMMUNICATIONS INC

  Jan 1999 - Jan 2010

  Manager
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  AT&T

  Mar 1999 - Jul 2010

  Manager

  Career with the company began as a 411 Directory Assistance Operator and spanned to In-Charge Desk personnel, trainer, supervisor and manager. The goal in every position attained was to provide continuous excellent customer service to enhance the customer experience through continuous assessment, oversight, and guidance regarding effective issue resolution and customer management techniques.Reviewed and analyzed statistical data such as; employees average work time, attendance, FMLA hours, non-productive time and proper administration of claims associated with unemployment, disability, workers compensation, and benefits.Managed an environment with over 100 employees. The task included but were not limited to monitoring job performance and other functions necessary to provide accurate and efficient assistance to customers in a timely manner.Performed disciplinary action and other tasks in supervisory role for a team of 20 to 30 employees.Utilized Conflict Resolution training, coaching skills and constructive feedback to build functioning and motivated teams.Trained and developed new employees to satisfactory level throughout the 11 years beginning as an assistant with training classes to developing and implementing computer based training as well as certifying other peers to train classes. Classes ranged in size from 2 to 60 individuals from new hires to executives during contract negotiation preparation. Assisted with the development, organization, and implementation of instructor guides for training as well as training several classes of Dealing Effectively with People, Statistical Analysis, and Time Management Planning. Show less

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  Comcast Cable

  Apr 2011 - Feb 2014

  Supervisor

  Provided feedback, coaching and disciplinary action to team of 10 to 25 direct reports and over 200 employees sitewide or effectively recommended such action to help improve employee performance. Collected, compiled, and analyzed data to identify trends from statistical analysis and made recommendations to management for improving customer service.Provided guidance and/or assistance to Customer Account Executives in resolving difficult subscriber questions or problems concerning Comcast high speed internet.Monitored employee performance, reviews and coaches to ensure accuracy.Ensured competence of CAEs through training and development, appraisal and motivational techniques.Established and maintain personnel files as required.Ensured retention, customer service quality, adherence and accuracy goals are met.Demonstrated familiarity with www, internet, email, TCP/IP, OS, networking and routers to troubleshoot hardware/software configurations in residential environment.Conducted real-time phone monitoring and coaching to provides immediate feedback to increase productivity levels. Show less

• 

  YoungWilliams, P.C.

  Feb 2014 - now

  Oversaw a team of technicians ranging from 5 to 10 members that handled the day to day incidents and customer inquiries. Most team members were in remote locations throughout the Unites States in Virginia, Texas, Missouri and Kansas. Implemented process improvements and made hiring decisions, when necessary. Managed the process to restore normal service operation as quickly as possible to minimize the impact to business operations.Communicated impact and severity of service disruptions with technology teams and all levels of the organization.Implemented Help Desk procedures and policy for the management of Incident Response. Incorporated the use of the entire Help Desk team to ensure that documents were end user friendly and ensure proactive versus reactive response. The policy included clear defined roles and responsibilities as well as KPI measurements for incident response time.Worked with Human Resources and other departments to create an onboarding/offboarding policy and procedure. The policy was implemented to ensure seamless transition and mitigate potential security risk. From the document matrix workflows were created utilizing the KACE ticketing system.Created Help Desk and incident report to track, trend, and analyze the controls within the help desk as well as provide feedback to potential solutions that could mitigate further impact to the business environment. Utilizing the report reduced the number of tickets on hold/in progress from over 300 to a range of 70 to 100. The reduction also decreased the amount of time of tickets in progress to less than 14 days. Show less

  • Deputy Project Manager

    Dec 2016 - now

  • Incident and Help Desk Manager

    Feb 2014 - now