Kenneth Dibattista

Service Level Manager @Carousel Industries

Exeter, RI, US

Responsible for the efficient use of call ticketing system, monitoring system, and other support center daily functions. This includes ticket management, contract validation, and assignment to provide a timely resolution for all support related requests.• Manage and assign support requests to the team while considering a balancing work load and technical expertise• Validate contract and billing method for all support requests• Follow strict escalation and notification guidelines• Co-ordinate onsite dispatch with client and internal resources• Work with the client and vendor to process hardware RMA requests• Works with other departments to ensure Contracts are transitioned through the RMA process• Work with other departments to ensure proper support billing• Notify Management of all service related concerns• Solicit client feedback on call status and satisfaction• Manage client’s administrative request including history reports and updating client contact information• Act as a backup to call center engineers in initial response to phone and e-mail requests• Evaluates and ensures proper staffing levels are in place• Solves, or assists call center engineers with procedure problems• Analyzes call center activity and makes recommendations for changes in procedures and systems to management• Coordinates implementation of procedure changes with client and department staff

University of Rhode Island

Bachelor of Science (BS)