Customer Service Manager

Charlie G. Forte

*** ******* *****, **** ***** TN 37013

Phone: 615-***-****

E-mail:*********@*****.***

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OBJECTIVE

To obtain a position using the skills I have obtained from work experience that will challenge me intellectually and has

an opportunity for rapid advancement.

STRENGTHS

Possess strong computer skills, multi-task, oriented, strong organizational skills, strong team-leadership/team player

and proficient critical thinking.

COMPUTER SKILLS:

Microsoft Office, Microsoft Excel Microsoft Access, Oracle (SQL), TOAD, Ensemble, MTE, IEX, P2K, and Premiere,

Blackberry BIS – BES, Air Watch, Mobile Device Management, Good for Enterprise and Active Sync

Yrs of Exps:

Blackberry Enterprise Server : 6yrs

AirWatch: 3yrs

Good for Enterprise: 5yrs

MobileIron: 3yrs

Active Sync: 8yrs

MDM: 10yrs

EDUCATION

Austin Peay State University, Clarksville, Tennessee

June 2003 - May 2007

Work Experience

G Squared Wireless

August 24, 2011 Helpdesk Client Manager

Manage client accounts by submitting trouble tickets and reporting back to the main point of contact. Fix

email by managing the Blackberry Enterprise Server and responding to the Active sync issue.

Setup emails on all wireless devices such as iPad, iPhone, Blackberry’s and Androids devices. Set up email by

managing the BES & Good for enterprise server and exchange active sync server.

Setup AirWatch profile pushing app down to user that have iPhone and iPad.. Reset network password and

setup MobileIron user with new password and register there device.

Customer Service Manager/Tech Manager March 2011-Present

Manage 8 to 10 Tech agent, while pulling daily report for production of sales and tech issues. Handle

customer service issue that relates to billing, cancellations, doing AR/AP report and post bills for customer

while sending out invoices.

Provide tech support for agents and customer while helping with BGAN satellite and satellite phones. Build

programs that would work with Mac OS10.0 Lions and Snow Leopard.

Affiliated Computer Systems (ACS) November 2007 – October 2010

Operation Manager

Supervised and managed a staff of 10-12 call center supervisors who assisted customers by selling wireless

products and offered phone services through Sprint.

Recruited and managed new hire orientations and processed payroll. Analyzed statistical data for monthly

reporting to senior management, monitored calls for stellar customer service and quality assurance. Exceed

sale ratings by marketing, planning and networking successfully.

Affiliated Computer Systems (ACS) November 2007 – October 2010

Tier II Technical Support Supervisor

Managed and supervised 15-20 technical support representatives by coaching and developing a structured

system that helped meet and exceed company standards and guidelines.

Monitored service levels and managed work assignments to ensure all goals we’re met.

Tracked agent calls to ensure established quality standards were met and utilized reporting tolls to identify

trends and recommended operational improvements.

Sprint Nextel November 2006 – April 2007

Tier II Technical Support

Responded to troubleshooting issues and provided resolution on all devices and services for sprint customers.

Advised customers on how to operate and program devices offered through Sprint.

Acted as a liaison for other trouble specialist management team members by following up on trouble tickets

and assisting in critical areas of networking concerns.

Coca Cola July 2002 – August 2006

Key contact person for handling vendor and sale invoice inquires for Coca Cola products.

Managed local retail stores displays where Coca Cola products were offered such as; Wal-Mart, Food Lion,

and Kroger.

Coordinated retail space contracts and developed strong relationships with vendors.

Nextel Communication November 2000 - April 2002

Error Management Analyst & Billing Analyst

Managed customer detail records and responded to errors as related to our calling process systems. Utilize the

traffic error management system to perform analysis of calling errors and determining call recovering options.

Conducted daily analysis and handled issues that occurred within all modules of the Nextel message

processing subsystem, research and trending toward the specific error.

Developed and enhanced tools for procedure and reports with goals of improving processes for the team.

Performed audits on all Table Maintenance Applications. Compiled statistics for monthly reports that were

reviewed by high-level executives.

Worked directly with other team members of the billing organization to communicate and resolve problems.

Assisted in process improvements as (developments or customer needs) dictated to enhance and maintain

efficiency within the department.

HR Recruiter

Screened resumes and applications, set-up applicant appointments, and conducted in-depth interviews.

Conducted reference checks, negotiated offer packages, and drafted letters for selected candidates. Extend

employment offers, and set up work booths at job fairs and recruiting events.

Customer Care Senior Representative

Subject matter expert for all Nextel products and services, troubleshoot and provided resolution

to customers and internal support issues.

Handled customer escalations, addressed and resolved executive escalations. Assigned and assisted with

various projects including developing an in-house claim process system for customers who had insurance.

Acted as back-up for inbound customer care, and provided technical assistance to customers with

emergencies after normal hours of operation.

Customer Care Representative

Provided support to subscribers with billing and technical issues. Trained customers on the functions and

programming services of Nextel products.

Responded to questions regarding billing issues and provided insight on rate plans and services for customer

satisfaction. Utilize all internal resources to provide accurate and timely resolutions.

References Available Upon Request

Willing To Relocate

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