Customer Service Manager

DAVID CLOWER

***** ****** **** **

Houston, AL **572

Home 256-***-****

Cell 706-***-****

Email **************@*****.***

Dear Hiring Executive:

Please accept this letter as an expression of my interest in a position with your organization. I am looking

forward to embarking on a new career that offers new and exciting challenges. I have enclosed my

confidential resume for your review.

As a professional employee with 21 years of diverse experience and education, I have acquired and

exercised effectively the knowledge and skills your position requires. Let me highlight some of the

resources and abilities that have enabled me to compile a consistent record of Management, and

improved workplace environments:

• Associate’s Degree in Business Management.

• Proven Manager in different organizations, and different areas/fields.

• Extensive operations/training background in operations, TSYS IBM mainframe system, data

processing, maintenance, and data entry.

• Expertise includes quality assurance (QA), client support, staff, and public relations.

• Personnel supervision/instruction experience; proven skills in staff relations/conflict resolution.

• Experienced in client facing teaching, and instruction.

• Customer Service soft skills in dealing with an upset client base.

• Personal strengths include an excellent work ethic, persistency, and strong organizational skills.

You will find that my energy level is high, and I seek to complete a mission with top-notch efficiency. I

perform effectively in work environments that require the ability to make quick, reliable decisions and

execute multiple responsibilities simultaneously. I am confident that these qualifications and my

experience will allow me to perform as a valuable and versatile asset to your organization.

I would enjoy meeting with you to discuss the possibilities that exist and how I can best contribute to your

success. Please contact me by phone or email at the above number/address. Thank you for your time

and consideration.

Sincerely,

David Clower

Enclosure

DAVID CLOWER

13315 County Road 63

Houston, AL 35572

Home 256-***-****

Cell 706-***-****

Email **************@*****.***

MANAGEMENT ● CLIENT RELATIONS ● PRODUCTION CONTROL ● INSTRUCTOR

PROFILE

Offering years of Management experience at different organizations in different areas, and fields.

Extensive/diverse experience emphasizing production control, TSYS IBM mainframe systems, data

processing, data entry, and client services/support as well as years in personnel supervision/instruction.

Combines strong analytical, leadership, and team-building skills. Solid interpersonal and communication

skills as well as demonstrated ability to manage multiple priorities in fast-paced, client-orientated

environments. History of commitment to bottom-line objectives and professional achievement.

Experienced Instructor in client facing teaching environments.

CORE COMPETENCIES

• • Technical Support & Troubleshooting

Management & Administration

• • Queue Management

Staff Supervision and Development

• • Client Support & Solutions

Proofing & Corrective Actions

• • Research & Needs Analysis

Client Interfaces & Relationships

• • Quality Assurance

Instructor

• • Team Audits

Methodology Standards

• • Documentation & Records Management

Policy & Procedures Interpretation

• • Cooperative Partnerships

Creation of Email Accounts

TECHNICAL SKILLS

• Languages: JCL, XPTR, Dialogue, KANA, & Gooroo

• Environments: TSO, TS2, Endevor, H-Plex, L-Plex, Avocado, Remedy, Right Now, & AVAYA

• Application: Kronos, ADP, Blue Pumpkin, Blue Punkin, Witness, MS Office Suite (Word, Excel,

PowerPoint, Access, & Outlook)

• Mainframe Applications: CMS (Queue Management), JHS, XPTR, Stratecom, Dialogue, &

ICOMS

Page Two

KEY ACHIEVEMENTS

• Number three team Manager/adherence of ten teams Walmart.com holiday season Jan. 2013.

• Number three team Manager/cust. serv. of ten teams Walmart.com holiday season Jan. 2013.

• Created SKEP Action Items Database for Managers SITEL Walmart.com account Fall 2012.

• Recognized Device Specialist w/most client 1 on 1 sessions Verizon/Cullman Spring 2012.

• The go to Device Specialist for in store client device workshops Fall 2011.

• Created L-Plex Verification ensuring all L-Plex Files/Totals were received and all errors/voided

records were accounted for daily, 2009

• Created/launched detailed Table of Operations, Procedures, and Methodologies, JCL Check,

for TSYS Specialty Services Programming, 2007

• Prepared Operations (Production Control) for ISO Certification, 2006

• Supervised largest grounds crew in Columbus GA for Best Nursery, 1992 – 1996.

• Established reputation with customers/upper management for “Best Grounds Supervisor” to be

employed by Best Nursery, 1992 - 1996

EDUCATION

CHATTAHOOCHEE VALLEY COMMUNITY COLLEGE, Phenix City, AL

AS Business Administration, 2009

PROFESSIONAL EXPERIENCE

SITEL INTERNATIONAL, Hamilton, AL 2012 – Present

Coach/Manager

• Manages all aspects of WOW! (Wide Open West), and Knology markets (newly acquired, and

being rebranded to WOW!) Digital Cable, High Speed Internet, and Phone call center operations.

• Managed all aspects of Walmart.com call center operations.

• Successfully leads teams up to 22 Customer Service Agents.

• Responsible for team productivity; interprets site scorecards, and builds weekly team scorecard

communications.

• Responsible for team schedule adherence.

• Responsible for weekly audits of team.

• Manages team metrics.

• Holds weekly 1 on 1 Coaching sessions with Agents.

• Creates developmental plans with action items (SKEPS) Skill Enhancement Knowledge Plans for

Agent development.

• Responsible for team building activities.

• Responsible for team access, and password resets.

• Responsible for team morale, and retention.

• Responsible for attrition.

• Responsible for corrective actions.

• Responsible for separation request.

• Responsible for pay increases.

• Responsible for team bonus sales incentives (KPI’s) key performance indicators.

Page Three

VERIZON WIRELESS, Cullman, AL 2011 – 2012

Customer Support Representative/ Device Specialist

• One of 4 Device Specialist for Verizon Wireless in Cullman, AL.

• Customer Support Representative for androids, iPhones, 4G mobile hotspots, Samsung tablets,

Motorola tablets, and iPads.

• One of 4 go to tech specialist for store associate’s, and Verizon Wireless clients.

• Client facing customer service

• Responsible for client device technical troubleshooting for device handsets, and mifi mobile

hotspot troubleshooting (4G broadband) technical issues.

• Responsible for weekly north AL Device Specialist call in meetings, and detailed reporting for the

Verizon Wireless Cullman communications store.

• Responsible for setups of client email, and or business, or school server email.

• Responsible for setting up Apple account id’s for iPad, and iPhone clients.

• Completed the Verizon Wireless 4 week trainings in Alpharetta, GA.

• Responsible for leading in store client 1 on 1 device sessions, and leading client workshops for

androids, iPhones, Samsung tablets, Motorola tablets, and iPads.

• Experienced with SKU Inventory Control Systems (bar code scanners)

TSYS CORPORATION, Columbus, GA 1997 - 2010

Specialty Services Production Control Operations Technician, 2005 - 2010

• Oversaw all Programming moves, and Client Relations moves into TSYS mainframe production

servers.

• Rejected all moves from Programming, and Client Relations that were not up to TSYS

production standards, and escalated repeat rejections of moves into the TSYS production

servers.

• Ensured client service expectations were met.

• Ensured all procedures/standards were met while tracking jobs and maintaining appropriate

documentation.

Specialty Services Print Room Operator II, 2004 - 2005

• Provided internal customer service by processing bank letters on all machines.

Client Support Analyst/Management Information Analyst I/II, 2001 - 2004

• Oversaw TSYS Statement Production QA areas, and the TSYS North Center Print Room QA

areas. Responsible for corrective actions in both areas of production.

• Handled requests directly from clients, and client relations.

Pin Vault Operator II, 2000 - 2001

• Provided internal customer service processing all Bank of America pressure-sealed Equity

Statements.

Print Room Operator I, 1999 - 2000

• Printed variety of different banks daily for internal customers.

• Investigated system failures/malfunctions; handled statement reruns from statement production;

and reported machine problems to IBM technicians.

Insertion Operator I, 1997 - 1999

• Provided internal customer service to Client Relations Representatives on Commercial Card

projects.

• Investigated system failures/malfunctions on TS2; reported problems to System Analyst.

• Inserted specialized packages for various account holders.

Page Four

BEST LANDSCAPING, Columbus, GA 1992 - 1996

Supervisor

• Supervised largest grounds landscaping crew at Best Landscaping Company; up to 10 General

Laborers.

• Maintained largest commercial properties in Columbus, Georgia to include Hamilton Station,

Club Hill, Carriage Hill, Main Street Village, Columbus River Walk, and Houston Sports

Medicine Hospital/Clinic.

• Responsible for training employees on the use of industrial power equipment such as:

chainsaws, lawn tractors, dump truck, gas powered trimmers, tillers, mowers, weed eaters, and

edgers.

• Responsible for training employees on the use of hazardous lawn chemicals such as: Diazinon,

Trimec, Roundup, and Seven.

• Responsible for all equipment on crew to include two trucks, two trailers, two eXmark

commercial lawn tractors, and all other equipment for a large team to include: Snapper mowers,

Echo (weed eaters, edgers, trimmers, and blowers), tillers, and commercial lawn sprayers.

• Responsible for chemical use on all commercial lawns, shrubs, and insects on properties

managed.

• Operated company dump truck.

• Responsible for crew schedule adherence.

• Responsible for crew morale, appearance, and actions on all properties managed.

• Responsible for corrective actions on crew.

• Responsible for terminations on crew to include: adherence, performance, and layoffs.

• Responsible for pay increases, and promotions of crew members.

REFERENCES

Angela Stinson Merkitha Morris

Operations Manager Human Resources Manager

SITEL International SITEL International

500 Industrial Drive 500 Industrial Drive

Hamilton, AL 35570 Hamilton, AL 35570

Contact: 205-***-**** Contact: 205-***-****

Cleo Thompson Neal Ingram

Manager Data Consultant

Verizon Wireless Verizon Wireless

1810 Cherokee Ave SW 475 Quality Circle NW

Cullman, AL 35055 Huntsville, AL 35806

Contact: 256-***-**** Contact: 256-***-****

Patricia Land Trey Tetro

Associate Director Manager

TSYS TSYS

7101 Stonemill Drive, Building 300 7101 Stonemill Drive, Building 100

Columbus, GA 31909 Columbus, GA 31909

Contact: 706-***-**** Contact: 706-***-****

Contact this candidate