Jose Malagotnot

I’m a Team Leader for a Technical Support account (AT&T Uverse Consumer) with 8 years of experience in providing technical support needs (networking, voip, iptv and internet) for customers across United States for residential customers.
I’m a Bachelor of Science in Information Technology graduate and I have the ability to communicate and express ideas clearly, written and orally. I also ensure that I am aligned with Quality Assurance objectives and targets of the program.
I am keen in building effective working relationships, driving individual responsibility, and accountability, and contributing to the program’s successful performance with a passion to serve and drive for excellence. As a Team Leader of 15 technical support specialists I have been highly responsible for reviewing and analyzing performance data, pinpointing root causes for performance variance, trending and creating improvement plans to correct and improve performance gaps which helped us always secure the top spot on our program as we always ensure all goals are met/exceeded in client KPIs as well as Productivity.
Given my years of experience with the industry I am knowledgeable of client systems, call center software, client policies, procedures, and processes, and while working closely with supporting functions. I am very experienced with using excel, well verse with windows operating system and am eager to learn to use any new tools that would get the job done well for our team.