usa800
December 2002 to July 2007
IT support/ call center supervisor
How would you describe your time at usa800?
??? Collaborated with developing and designing travel itinerary templates for the professional/personal accounts department.
??? Supervise 20-30 employees on a day to day basis ensure completion of workflow, assist with the hiring and termination process and train new hires and current co-workers on accounts and procedures.
??? Oversee agents??? performances using software called Total view to monitor scores, attendances and log times.
??? Reconcile client account discrepancies, act as liaison between the client and various tourist administrators and assist property owners with navigating ECRM system on a daily basis.
??? Assist in providing technical support for clients local and nationwide; typical calls are Novell password resets, MS Office applications (Outlook, Word, Excel) VPN, Netscape and Citrix users.
??? Tier 2 level supports in configuring TCP/IP addresses, wire hubs, routers and troubleshooting and resolving difficult cases using remote access.... 
brian has
