Latara Person

Experience

1. Assistant Technical Support Manager

   Ferguson

   May 2016 — Present · Newport News, VA

   Oversee the day to day productivity, and direct activities of IT Support Agents who provide 1st level technical customer support (supporting Enterprise IP Networks, Voice, Video and Data) to Ferguson’s user base of over employees. Responsible for the leadership, development, motivation and coaching to proficiency of assigned employees. Monitor and document performance results. Conduct performance appraisal sessions to identify opportunities and recognize positive behaviors. Ensure that resources are used efficiently in accordance with IT Support Center objectives and in ways that consistently promote customer satisfaction and overall product quality. Monitor real-time queues and various reporting to ensure maximum utilization of agents to maintain appropriate coverage across all contact channels (Phone, CHAT, Self Service, Email and Walk Up). Identify the most appropriate course of action for timely problem resolution and minimum customer impact while effectively communicating plans to those impacted. While promoting a supportive environment in which employees are encouraged to identify, research and address customer issues. Have understanding of support center metrics and KPI’s in addition to ensuring that the mission and vision statement of the department is continually enforced while adhering to Corporate IT policies. Participate in the interview and promotion process to ensure that we are hiring the best candidates.

Education

• Norfolk State University

  Bachelor's Degree, Interdisciplinary Studies - English-Sociology/Public Administration

  1995 — 2000