Customer Service Quality Assurance

ALVIN D. LOCKETT

**** * ******** **** #** • Chicago, IL 60626

773-***-**** • *******@*******.***

TECHNICAL SUPPORT PROFESSIONAL

Dynamic and results-oriented technical professional with extensive management experience in customer-

driven call-center and information technology departments for the educational and financial industries.

Proficient in management, customer service, technical support, staff development, workload prioritization,

purchasing and vendor management. Strategic thinker and effective decision-maker recognized for ability to

support productive teams and exceed technical support service level agreements. Extremely organized and

resourceful with effective multitasking skills and ability to consistently complete projects and accomplish

goals in highly demanding and deadline-driven environments. A team player with excellent interpersonal and

communication skills, adept at developing solid relationships and building rapport with all levels of individuals

within an organization.

CORE COMPETENCIES

Operations & Project Management • Customer Service • ServiceNow • Quality Assurance

Incident and Change Management • Process Improvement • Team Coordination • Staff Mentoring & Training

PROFESSIONAL EXPERIENCE

Ellucian, National Louis University • Wheeling, IL

Manager - User Services 01/2012 - Present

Oversee service desk staff of 11 campus technicians and instructional technology assistants including hiring,

work allocation, scheduling, staff development and training new hires, problem resolution, service level

attainment and performance evaluation. Assist faculty, staff and students with general customer service

requests and technical issues while collaborating with tier 1 Help Desk management on quality assurance of

incoming calls, triaging and properly routing incidents and requests.

• Implemented a customer satisfaction survey measuring service levels, resulting in six consecutive

months of quality assurance scores of 4.8 or higher out of 5.

• Purchased University software and hardware including vendor management, negotiations, purchase

requisition and invoice management, saving $20,000 on hardware for fiscal year 2013.

• Project managed and successfully led the 2013 computer replacement cycle resulting in 120 new

computers deployed within 5 weeks.

Kaplan University • Chicago, IL

Supervisor - Faculty and Student 08/2008 - 08/2011

Managed a team of 11 support representatives providing customer service assistance and tier 1 technical

support to more than 60,000 students and faculty members using the online university platform.

• Facilitated feedback and training on new processes and implementations, improving quality

assurance scores for the team by 5% within 1 year.

• Reduced abandonment rates and average time to answer by 5% by monitoring and analyzing weekly

reports regarding call center metrics, KPIs, quality assurance and ticketing counts and conducting bi-

weekly meetings to discuss trends and outliers.

• Served as a main point of contact for escalated calls from students and faculty, providing a viable

solution either on the phone through first call resolution or in the form of an escalation to the level 2 tech

team using the BMC software management system.

Kaplan Financial • Chicago, Illinois

Supervisor – Customer and Technical Support 02/2006 - 07/2008

Directed teams in resolving technical and customer service issues for over 1500 B2B customers utilizing

software applications and services for securities, insurance, financial licensing and continuing education

training.

• Through root cause analysis of common issues and training teams on resolution steps, increased

first call resolutions by 10% and exceeded a goal of 30-45 seconds average speed to answer.

• Exceeded call volume goals by 12%, quality scores by 8%, and revenue by 10%. This was

accomplished by managing monthly reports for the department and coaching individuals in areas that

needed improvement.

• Met quarterly goals of achieving an abandonment rate of no greater than 3% and keeping the

average speed to answer (ASA) less than 30 seconds for 9 consecutive months.

Kaplan Financial • Chicago, Illinois

Technical Support Specialist / Client Services Specialist 05/2003 - 02/2006

• Performed troubleshooting for online training courses that provide continuing education for

insurance professionals and preparation for securities licensing.

• Developed training and procedural documentation for use by new Technical Support Specialists.

EDUCATION & AWARDS

Bachelor of Arts, Economics Major, Business Minor, The University of Iowa 12/2001

“Excellence in Leadership” Award 03/2008

SOFTWARE

Help Desk: Request Tracker, Remedy Help Desk, BMC Software, Active Directory, ServiceNow

Web Support/Reporting: Windows Explorer 7.0-8.0, Firefox 3.0-4.0, Crystal Reports, Business Objects,

WFM, Banner, Symantec Ghost, Deepfreeze, Luminis, Smart Shield, SCCM, T4

Productivity/Enterprise: Office 2003-2010 (Word, Excel, PowerPoint, Outlook Project), Proprietary ERP

Systems (Novell)

Operating Systems: Windows XP, Windows 2000, Windows Vista, Windows 7, Mac OSX 10.6, 10.6.8

Call Center/Monitoring Systems: Envision Performance Suite 8.4, Avaya CMS Supervisor 12.0, Genesys,

Qfiniti, Live Chat, ACD, Cisco Supervisor, Agent Desktop

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