Customer Service Manager
Resume:
Paul M. Silva
Lehi, UT 84043 *********@*****.***
PROFESSIONAL PROFILE
Resourceful and reliable professional with 20 + years’ experience in supervision, and management of client services in the telecommunications industry. Highly self motivated leader and manager with commitment to quality and highest levels of customer service and support. Independent thinker and problem solver with ability to identify customer needs, then devise and implement workable solutions. Demonstrated strengths in supervising and motivating teams to increase productivity and profitability; works well independently and excels in fast paced environments.
BACKGROUND SUMMARY
• Service Desk • Telecommunications • Personnel Management
• Client Relationship • Performance Evaluations • Field Management
• Sales & Marketing Support • Best Practices • Fleet Management
• International Account Management • Customer Needs Analysis • Turnaround Management
• Presentations and Training • Liaison Engineering / Sales • Account Relationship Management
• Senior Staff Communications • Conflict Resolution • Vendor Coordination
Computer Skills include:
Proficient in all MS Office Applications; A+ certification; used SharePoint on a daily basis.
Maestro and Siebel for Customer Maintenance
SAP for Order Management
PROFESSIONAL ACCOMPLISHMENTS
UNISYS, Salt Lake City, UT 2011- Present
DFAS Account Relationship Manager
• Provide continuous improvement and customer focus on an established and growing account
• Analyze Service Desk Data and adjust accordingly to improve workforce support models
• Achieve and maintain contractual service levels agreements by providing outstanding customer service
• Create and implement strategies for future business growth and operations
• Provide weekly and monthly business reviews to executive management
• Provide directives to operations management team to meet financial, client, and organizational goals.
• Perform process improvements on training documentation and knowledgebase to improve account efficiency
• Implement Continuous Improvement initiatives through all aspects of service delivery
• Prepare/analyze daily, weekly and monthly performance reports to drive ongoing continuous improvement efforts CSIP
• Obtained Federal Top Secret Clearance
Results:
• Improved Customer Satisfaction Performance
• Continually exceeded established goals for ASA/SLA performance
• Implemented knowledge sharing between Service Desk and Tier II agents resulting in increased FCR performance and lowered the number of Tier III dispatches
• Team supervisors providing timely CSAT feedback to agents and continuous improvement of agent client handling skills
AVAYA, Houston, TX 2006 - 2010
Client Service Manager
• Manage customer service issues for key accounts in North America and United Kingdom.
• Assisted Sales Organization in actively up selling maintenance agreements, additional products that would enhance customer loyalty, timeliness to repair, and benefit overall client experience.
• Proactively held lunch and learn seminars with customer groups to educate them on benefits of Avaya services and products.
• Work closely with project team to ensure smooth transition into day two service activities.
• Identified client escalation issues and directed actions within the various Avaya support groups to resolve.
• Provided monthly customer stewardship report. Major customer accounts include Cigna, GM and AT&T companies.
Results:
• Increased customer satisfaction and reduced client satisfaction issues;
enhanced sales opportunities for product upgrades and maintenance upgrades
from 8 x 5 to 7 x 24 maintenance.
• Instrumental in resolution of key account’s telephony issues.
• Identified service issues, process gaps in North America, and the United Kingdom
telephony services for United Music Group (UMG).
• Created and implemented process plan to cover gaps and resolve service issues.
• Generated additional services revenue; increased customer satisfaction and retained client.
• Updating reports on a daily/weekly/monthly basis was an essential part of my duties.
• Contract information; issue logs; Executive Briefs; customer maintenance were some
of the items updated and reported.
• Avaya used SAP as an Order Management tool; Maestro was primarily used for
Customer Maintenance and recently migrated to Siebel for Customer Relations Management.
• Being proficient with these databases allowed me to prepare and provide my clients with
an updated, informative, accurate and timely snap shot of their business.
AVAYA, Phoenix, AZ 2005 - 2006
Field Service Manager
• Managed 25 installation and repair technicians in the Phoenix area.
• Assumed responsibilities of two field service managers’ positions due to a change in the business climate.
• Met with direct reports to understand their concerns and responsibilities; assessed their skill levels and performance.
• Became familiar with regional area and cleaned up customer service issues while managing day to day activities.
Results:
• Customers were satisfied with the timely service that they received.
• Created and implemented new dispatch system for field technicians.
• Devised plan to reduce technicians travel time to their first job of the day by having them report directly to client site from home, rather than reporting to the office first.
• Increased productivity, consumed less fuel, reduced wear and tear on the vehicles and decreased the chance of double dispatching.
• Generated cost savings of approximately $200,000 per year.
• Recording and reporting KPI, customer satisfaction and level of service provided on a daily/weekly/monthly basis.
• Being the first line of communication with the customer with regard to service of their equipment provided me with insight into potential problems and allowed me the opportunity to provide the customer with a proposal to upgrade their service maintenance agreement that would offer them the peace of mind that everything was covered and that they were saving dollars by having this plan in place prior to an outage or maintenance/service problem.
• Provided customers with the information they needed to make an intelligent decision on whether an upgraded maintenance agreement that could save them money made sense. This increased the number of maintenance agreements renewed and/or written considerably.
AVAYA, Houston, TX 2000 - 2005
Field Service Manager
• Managed service technicians in installation, and repair of voice equipment.
• Managed 20 field service technicians in regards to time reporting, performance evaluations, scheduling, training, and coaching.
• Handled union issues, after hour’s coverage, fleet management, purchasing, customer site visits, and conflict resolution.
• Ensured that all technicians maintained current levels of certifications.
Results:
• Efficiencies in operation resulted in lower service costs.
• Provided emergency telephone services after Hurricane Katrina.
• Assigned to provide telephony service at the Astrodome and Reliant Center during Hurricane Katrina relief effort.
• Worked with City of Houston, Red Cross, and Reliant Center telephone personnel to coordinate efforts in providing services in expeditious manner.
• Had communication services operative prior to victims’ arrival. Introduced Avaya to Red Cross relief organization, providing potential future sales opportunity.
LUCENT TECHNOLOGIES, Salt Lake City, UT 1994 - 2000
Customer Service Engineer
Managed installation and repair of telephony equipment for large customers. Responsible for installation and repair of Business Communications Services (BCS) product lines, including Definity, Legend, and video equipment.
Ensured accuracy and timeliness of the installation.
Results:
• Achieved installations in accordance with customers’ timeline and deadline.
• Managed a team of technicians as an Acting Field Service Manager.
• Promoted as an acting Field Service Manager for a crew of 10 to 12 technicians.
• Responsible for on-time performance and customer satisfaction matrixes.
• Provided yearly performance reviews for all technicians.
• Efficient operation whereby technicians performed work assignments in accordance to company practices.
AT&T PARADYNE, Chico, CA 1991 - 1994
Data Services Engineer
• Installed and repaired data equipment for variety of business customers.
• Assigned to install and repair data equipment, personal computers in locations throughout Northern California.
• Ensured timely return of defective equipment.
• Managed an accurate inventory control, customer satisfaction, and a profitable operation.
Results:
• Efficiencies in operation resulted in high customer satisfaction and favorable profit margins.
EDUCATION / TRAINING/Certification
Bachelor of Science - Business Management, University of Phoenix, May 2006
Professional Development Courses:
Customer Service, Time Management, Conflict Resolution.
***Federal Top Secret Clearance***
Contact this candidate