Customer Service Manager

LEE HOWARD

Atlanta, GA. ***** 404-***-**** (

*************@*******.***

QUALIFICATION SUMMARY

Accomplished Account Manager with an emphasis supporting technology for

customers with mission critical environments in Fortune 500 companies.

Proven expertise managing customer conflicts, establishing relationships

and proactively resolving issues to address remote support needs and

coordinate resources for timely problem resolution. Record of success

retaining key accounts and maintaining uptime of business critical systems.

Known for superior ratings in customer service satisfaction surveys. Able

to work with all levels within an organization including effective

interaction with executive management. Skills:

Call Tracking/Monitoring Remote Service Delivery Proactive Defect

Notification

Trend Analysis Customer Conflict Resolution Relationship Management

Customer Retention Key Account Management Problem Analysis and

Resolution

PROFESSIONAL EXPERIENCE

HEWLETT-PACKARD COMPANY, Alpharetta, GA 1990-

2012

Technical Solutions Consultant III (1998-2012)

Account Manager with customer base in various HP-UX Mission Critical

environments (hardware and software). Key accounts were Sprint, US

Cellular, Hanesbrand, Bank of America, Abbott Labs and FedEx. Provided

business, operational, technical advice and assistance to customers. Key

member of account team to develop solutions to reduce outages and maximize

system availability.

Selected accomplishments:

. Developed a reputation as a customer knowledgeable advocate working

with the customer and support partners to help facilitate a faster

resolution to system issues.

. Monitored customer's calls into Call Center to ensure technical

resolution, service level agreements are met and customer satisfaction

is achieved.

. Utilized HP-UX patch management methodology by conducting system patch

analysis and developing change management plans to maximize system

availability.

. Developed detailed trend analysis, availability reporting and activity

reviews to uncover issues impacting system availability. Designed

strategies based on findings to reduce system downtime.

. Achieved top customer loyalty survey scores and high renewal rates by

developing and growing customer relationships through contract

lifecycle.

. Selected to serve as mentor to new team members in recognition of

superior knowledge.

. Recognized as MVP of organization for top performer of the year in

2001 for the Mission Critical Services organization.

. 10 plus years experience with Word, Excel and PowerPoint.

. Provided 24x7 support for certain Critical Enterprise customers in a

fast paced environment.

. Served as a senior member in a team environment.

Response Center Engineer, Atlanta, GA (1990-1998)

Managed reactive customer cases to a satisfactory resolution remotely.

Provided technical software support to HP Mission Critical customers.

Selected accomplishments:

. Supported HP proprietary OS MPE (Multi-Programming Executive) and

Microsoft office products.

. Performed information gathering, analytical troubleshooting and

problem research.

. Resolved customer's technical issues through the use of remote

diagnosis and consulting documentation and/or knowledge databases

within agreed upon timeframes.

. Managed reactive customer cases to a satisfactory resolution.

. Demonstrated excellence at teamwork, collaboration and knowledge

sharing.

. Received high scores on customer loyalty surveys.

EDUCATION

Bachelor of Arts, cum laude, Computer Science, Morehouse College - Atlanta,

Georgia

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