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Customer Service Manager

Location:
Ottawa, ON, Canada
Salary:
75, 000 - 80,000
Posted:
August 15, 2016

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Resume:

George Kinsella

** ******* ***** ● Ottawa, ON K*J 2E3

Residence: 613-***-**** ● acv6pq@r.postjobfree.com

Objective

To continue my career by obtaining a challenging new position where I can apply my current skills and training to make a positive impact while continuing to evolve and expand my skill sets.

Summary of Qualifications

15+ year s experience in the Information Technology field with expertise in management.

Exceptional abilities in project management and design with the organizational and supervisory skills to assure success. Delegates and monitors work to meet and beat deadlines.

Outstanding motivator and builder of teams. Works well in both team environments and individual environments.

Quick study, ‘out of the box’ thinker, technically sound and eager to learn new technologies and skills. Enjoys working with new items to develop a thorough understanding of its functionality.

In a fast paced environment has the ability to Multi Task and provide a positive environment for himself and his team.

Experienced with managing a team in a fast paced environment with a high level of efficiency.

Well versed in (CBI) Competency Based Interviewing.

Experienced in balancing team budgets to maintain fiscal responsibilities

Successful in implemented performance enhancing initiatives to ensure best of breed results from within LOB’s and across the team.

Software development and system administration experience.

Experience with creating new teams from the ground up which includes hiring, training, schedules, vacation allotment, sustained reference material and creating call flow/support boundaries.

Enhanced Reliability Security Clearance

Computer Skills

Programming Languages

Java, C, C++, Assembler, Unix Shell, CGI, Perl, PerlDBI, HTML, PL/SQL, Cobol, Clipper, Visual Basic

Operating Systems

Windows 95/98/2000/ME/XP/Vista/Win 7, HP-UX 9.X, 10.X, 11.X, Solaris, Linux, DOS, VMware

Applications

Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Timbuktu Pro, Exceed, Internet Explorer, Frame Maker, Adobe Acrobat, Logmein, VMWare

Databases

Oracle 7,8,8i,9 Msql, MySQL

Work experience

May 2013 – Present Bell Ottawa, ON

Team Manager Tier 1 Fibe-TV Technical Support

Manage one of the Fibe-TV support teams consisting of up to 30 support agents.

Fielded customer escalations and accepted ownership of the escalated cases

Responsible for HR actions such as absenteeism management, workman’s compensation, vacation requests and behavioral issues.

Designed a share point team site which is used for important communication, KPI Results, useful tips, videos and training white papers.

Designed an evaluation form which included every expectation wrapped around Bell’s “Success Profile” to ensure agents understood, monitored and exceeded their goals.

Created and managed a project called “Flight School” where senior agents would listen in on calls and action negative trends immediately.

Within 6 months I managed to coach a team of 26 new agents to a successful outcome for the organization (36% were top 75%, 62% were top 50%).

August 2012 – February 2013 Phreesia Ottawa, ON

Team Manager Tier 2 Technical Support

Managed the Phreesia Tier 2 support team consisting of 5 support agents and 1 team lead.

Responsible for interviewing and hiring of technical support staff for the team

Redeveloped the support team to align case priority and SLA fulfilment. This drastically reduced customer dissatisfaction and allowed Phreesia to create some real success with larger partners.

Restructured the process for assisting internal customers by assigning one second level to be a constant resource. This increased FCR (First Call Resolution) by more than 45% and brought second level knowledge to our sister teams with clear wins in Sales and Account Management.

Restructured the process for Phreesia integration work allowing success to excel beyond inside (smaller practice) installations. By restructuring the process there was a major increase in successful Enterprise installations which increased revenues/usage significantly.

Created a working metric system to measure the team’s individual and overall success.

Negotiated, configured, trained and pre- launched a new CRM (Customer Relationship Management) system called Zendesk to align work effort with appropriate management and reporting.

Attended weekly and monthly management calls to report the successes of the teams and future plans.

December 2009 – August 2012 Caseware IDEA Ottawa, ON

Team Manager Tier 2 Technical Support

Developed the support team into an ISO certified department within the company.

Designed and instituted a proper SLA (Service Level Agreement) for the team and held monthly audits to ensure compliance.

Developed a monthly conference call with Caseware IDEA’s global distributors to discuss and answer any questions they may have regarding issues in the field.

Balanced and monitored scheduling to ensure proper coverage of the support line. This also included ensuring the proper forms were filled out for vacation and sick days.

Responsible for all technical documentation which included 3 FAQ’s per month.

Created and managed an excel project database to keep track of all of the project requests and assign them to staff when time permitted.

Analyzed and assessed any ongoing needs for the support website. This included ensuring the website had a functioning Forum which would be monitored by the support team.

Mentored and ensured that staff had proper training for anything they required. This was primarily based on the current technical advancements Caseware’s customers may be using.

Responsible for providing full yearly evaluations for all staff including myself to senior management.

Created and managed a support report that was sent every two weeks to senior management. This report covered everything from SLA compliance to customer satisfactions surveys. This report was instrumental in securing first time ISO certification for the team.

October 2006 – August 2008 Dell Canada Ottawa, ON

Team Manager XPS -UBUNTU

Created and managed the first ever Dell consumer Linux support team which included performance management, coaching, reporting, staffing/evaluating, vacation allotment and scheduling.

Resolved and directed technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction.

Responsible for achieving target customer satisfaction levels within the technical support organization.

Developed plans and objectives and participated in cross-functional projects to improve operational performance for the organization.

Worked with senior management to develop and implement strategic plans, initiatives, and direction.

Responsible for personal and professional development of key leaders and subordinates. Developed individual goals and objectives for direct reports.

Received organizational awards for top team and top team manager within XPS for DELL’s Q3 and Q4 in FY08 based on site wide metrics [topped XPS metric charts for 10 weeks running out of 35 teams in FY08].

Awarded top technical sales team [received top manager and team award] for the first and only XPS sales competition.

Rated as an “Exceptional” performer for all of FY08 [only 1% Globally were given this rating].

May 2005 – October 2006 Sitel Corporation Ottawa, ON

Team Manager ISS Linux

Maintain and manage queue call volumes to ensure daily client service level agreements are met [Client goals are set at 85% of calls answered in less than 5 minutes].

Manage a team of 21 agents, 1 mentor and a quality professional. Responsibilities included daily payroll submissions, create agent scheduling, verify and approve vacation requests, approve shift swap requests, handle agent IT issues as well as individual internal disputes, perform call audits and coaching agent CS, create and deliver all disciplinary actions, maintain agent floor files, weekly one on ones as well as create and deliver yearly performance reviews.

Attended a bi-weekly technical second level meeting, weekly client operations meetings [client reports created by the TM] as well as weekly internal deep dive sessions.

Handled all customer escalations for the team, provided various morning reports to the business operation managers and provided incidental incident reports when necessary.

Managed lab assignments, monthly technical testing and coordinated client paid technical training.

Instrumental in managing the teams monthly CS average from 54%/26% to a healthy 79.8%/4.2% [Current customer survey goals are 71.4% satisfied/7% dissatisfied].

Nov. 2000 – April 2005 Nortel Networks Ottawa, ON

Software Designer/Team Manager Global Software Distribution

Team Leader in charge of Galaxy & SDC global support. Managed all facets of Customer Support including: ensuring on-time CSR [Customer Service Report] closure rates by junior staff, instituting a bi-weekly conference call with the Global User Community to solicit feedback on service levels and taking appropriate action based on feedback received, active participant in the 7/24/365 Pager Support rotation, responsible for weekly management reports

Analyzed and Assessed design requirements for Galaxy v4.0, 5.0 and SDC v7.3, 8.0, 9.0 and 10.0. Accepted full responsibility for assigned Projects, applied technical skills, and analytic design procedures providing the highest quality results

Architected, designed and accepted full ownership of the NGCS [Nortel Global Content Server] Vault; working x-organizationally for implementation

Mentor for junior development and support staff

Coordinated global deployment and upgrade strategy for all SDC software releases [Mkts. serviced: Ottawa, Raleigh, Dallas, Freidrichshafen DEU, Maindenhead UK, Beijing CHN, Melbourne AUS, and Chateauford FRA]; organized, delegated and tracked deployment progress.

Researched, recommended, and implemented a CD/DVD high-volume robotic solution for the global SDC install base – production capacity increase of 1500%

Recommended New departmental server equipment, negotiated with Nortel IS and CSC organizations for procurement and logistics of new equipment, secured mgmt. budget sign-off, drafted and executed on system cutovers. Server consolidation [5 2] yielded $250K cost savings to Nortel

May 1997 – Nov. 2000 Nortel Networks Ottawa, ON

Software Designer/Support Specialist Regional Patch Selector

Handled 7/24/365 Pager Support maintaining exemplary Customer Service levels for a Global clientele exceeding ISO deemed guidelines for Case Closures [>99% on-time closure rate]

Designed and developed within the RPS tool sets. This included: collecting development specific requirements, drafting design specification documents, attending code reviews, maintenance of quality assurance documentation, weekly feedback on progress to application owners, as well as thorough testing in a development environment prior to production release.

Evaluated and advised on the Organizational CSR [Customer Service Report] ticketing system; streamlining Customer data through newly engineered Web interface. Planned, developed and instituted CSR Metrics reporting engines for Direct and Senior Mgmt.

Promoted to departmental WGA [Work Group Administrator] for ALL departmental hardware assets – directed work of junior System Administrators in ongoing maintenance, backup/restore procedures and BCP policies.

Education

Sep. 1981 – Sep. 1985 Sir Guy Carleton Ottawa, ON

High School Diploma

Jan. 1994 – Feb. 1996 CDI (Career Development Institute) Ottawa, ON

Computer Programmer Analyst Diploma – Honors Standing

Interests

Golf, Reading, Soft Ball and Computer Technology.



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