
Marlissa Collier
Manager, Technical Customer Service
AT&T
AT&T
Manager, Technical Customer Service
I coach, develop and evaluate a team of highly trained technical agents.
Every day is different, but one thing is constant: the morning starts with coffee! First, I handle any pressing issues my team has. Then, I answer emails, pull and study the performance data from the previous day, listen to agent calls, and identify coaching & development opportunities. Next is a manager meeting, held every morning to plan the day. The rest of the day is spent studying performance metrics, meeting with management, observing agent calls, coaching, & putting out fires.
Here's the first step for high school students
Focus on everything! While math & the sciences are probably the most important, don't forget English, history, social sciences, and the arts. All these disciplines will help by expanding your critical thinking and problem solving abilities. The combination will force you to be well rounded and will help you look at things from different points of view.
"No one from this neighborhood ever makes it."