Ty Hancock

Mi60 Supervisor @AT&T

Mesa, AZ, US

AT & T- Centralized Support Mesa, AZ 2022- Present Supervisor- Mi60 / Virtual Customer Care ISM> Manage escalated issues and mitigated risk answer customers\' questions regarding policies, procedures, products, prices, and availability> Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.AT & T- Virtual Mobility & Broadband CLG, NCVCC & Mesa, AZ 2021- Present Supervisor- Mi60 / Virtual Customer Care ISM> Solved Problems, handle escalated issues and mitigated risk answer customers\' questions regarding policies and procedures regarding products, prices, and availability> Delegated & oversaw daily workloads and workflow for smooth operations> Conducted regular employee performance with leadership evaluations to offer constructive feedback and solutions to propel improvements and growth.> Train or instruct employees in job duties or company policies or arrange for training to be provided> Compile reports, charts, or graphs that describe and interpret findings of analyses> Prepare data analysis listings and activity, performance, or progress reports.AT & T- Mobility & Broadband CLG, Mesa, AZ 20••••21 Supervisor- Mi60 / Customer Care ISM> Identified and corrected performance and personnel issues to reduce impact to business operations.> Compile statistics from source materials, such as production or sales records, quality-control or sales records, or survey sheets> Increased Sales by 30% Over 130% attainment month-to-month and VOC by 8% increase YTD> Review forms and reports and confer with management and users about format, distribution, and purpose, and to identify problems and improvements> Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.