Customer Service Manager

Charles Mills

**** ********* ***** ( Allen, Texas 75002

[Home] 214-***-**** ( [Cell] 214-***-**** ( *********@*****.***

Senior-Level Leadership

Call Center Management ~ Logistics Management

Forward-thinking, highly analytical leader accomplished in ensuring

exceptional customer service, growing accounts through sales, enhancing

customer satisfaction, and solving tough problems.

Influential, adept communicator with demonstrated expertise in call center

management, coupled with solid interpersonal, negotiations, and

motivational skills to propel employees forward to excellence and gain buy

in from all levels of the organization. Proven high achiever; honored with

the Xerox Excellence Award, and nominated for President's Club and Circle

of Excellence Awards. Accomplished in project management and experienced on

the use of workforce management tools. Additional areas of expertise

include:

Vendor Management ( Project Management ( Training ( Program Management (

Process Improvements

Contract Management ( Performance Enhancements ( Relationship Building (

Customer Service

Cross-Functional Collaboration ( Team Building ( Business Planning ( Call

Center Management ( Partnerships

Professional Experience

Century payments, Frisco, Texas ( 2012-Present

Registered ISP/MSP for Wells Fargo Bank

Director, Support Services: Manage support/service call center that

provides Agents and Merchants with assistance for credit card processing

and equipment support.

Key Highlights:

. Rebuilt and designed call center to support merchants

. Designed metrics to monitor call center agents and provide coaching

and leadership for group

. Work with executive management for reporting and presentation of goals

and accomplishments for the company

. Spearheaded initiation to retain customers by providing new marketing

strategies

Ericsson Inc, Plano, Texas ( 2010-2011

Global supplier of telecommunciations hardware and software.

Manager, Customer Management/Logistics - Global Support Center: Key

management role in supplying external customers with superior customer

support. Managed elite group of account managers who handled daily

logistics challenges in providing repair/return service to major customers

including T-Mobile, Sprint and AT&T

Key Highlights:

. Redesigned order desk call center and doubled the workforce to handle

managed services contracts. Handled approximately 104,000 RMA

requests per year.

. Managed key accounts during stressful period of merger with Nortel.

AT&T Mobility / Cingular Wireless, Plano, Texas ( 2003 - 2009

Originally Cingular Wireless LLC, AT&T Mobility currently serves over 81.6

million subscribers.

Sales Operations Manager - Emerging Devices, Resale and Partnerships (2007

- 2009): Played a pivotal role in launching the new call center in support

of resale partners. Delivered key leadership to a dynamic team of

geographically dispersed call center managers. Defined benchmarks and goals

for AHT, ASA, availability and attendance. Provided insight on meeting

facilitation, coaching, and conflict resolution to develop managers.

Key Highlights:

. Equipped call center representatives with the right skills to excel by

designing an effective training program.

. Maximized operational processes and heightened customer satisfaction

via the development of innovative call center programs.

Business Care Manager - Government Solutions Group (2005 - 2007): Optimized

performance of a portfolio of Government accounts in North Texas and

Oklahoma. Delivered exceptional customer service. Managed cellular and data

services on a day to day basis. Engaged existing enterprise customers and

contributed to the successful sale of new services and upgrades.

Key Highlights:

. Achieved higher levels of customer satisfaction working together with

the sales team.

. Facilitated contract analysis and service performance analysis through

monthly and quarterly meetings.

Additional roles with AT&T Mobility / Cingular Wireless included Business

Care Manager from 2003 - 2005. Spearheaded a $10 million portfolio

consisting of 12 enterprise customers. Additional details on request.

AT&T Wireless, Austin, Texas ( 2000 - 2003

Joint venture between SBC Communications and BellSouth formed AT&T

Wireless.

Team Lead - National Corporate Care (2002 - 2003): Provided direction to 2

geographically dispersed teams (Austin & Houston) of Business Care

Managers. Simplified processes for portfolio reviews and individual

performance evaluations.

Key Highlights:

. Played a key role in bolstering customer satisfaction to the highest

levels by providing Business Care Managers with training, strategies,

and support, working with sales leaders.

. Strengthened synergy between the Corporate Care and Sales functions

through proactive participation in monthly meetings and planning with

GM/VP and sales managers.

. Won new business and grew existing accounts by engaging key decision

makers within enterprise customers.

AT&T Wireless

Supervisor - National Support Center (2000 - 2002): Oversaw performance and

delegated tasks to 32 employees spread out across multiple teams,

supporting more than 25,000 end users. Led team in delivering top support

for hardware, operating systems, network issues, proprietary/non-

proprietary software applications. Advocated and facilitated career

development for team members. Orchestrated meetings with upper management,

peers, and subordinates.

. Championed disaster recovery across the enterprise in support of long-

term business objectives by contributing to the design and

implementation of the Disaster Recovery Plan and ensuring continuous

operations of the Disaster Recovery site.

. Appointed to serve as the Director of Building Emergency Action Team.

Technical Support Representative (2000): Delivered optimal IT support in

including hardware, operating systems, and network connectivity issues.

. Entered company serving in this role and was quickly promoted to

Supervisor position as a result of demonstrated leadership and proven

initiative.

Copy Solutions, Inc., Allen, Texas ( 1998 - 2000

Private company and Xerox Authorized Service Agency.

President/Owner: Grew the organization as a Xerox Authorized Service

Agency, hiring and building a team of 21 customer service technicians to

deliver service to Xerox customers. Spearheaded all business operations and

functions, including budgeting, financial analysis (business and industry),

hiring, training, payroll, and tax planning. Promoted performance

excellence among the team and boosted morale.

. Conceived the vision for the business, authored the business plan,

developed the start-up strategy, and launched the company from the

ground up.

. Secured 1 of 5 total individual service agency contracts with Xerox

Corporation in the Dallas Ft. Worth area.

. Managed relationships with highly visible companies such as Texas

Instruments, Raytheon, and JC Penney and Xerox sales executives

serving in a liaison role.

Xerox Corporation, Irving, Texas ( 1995 - 1998

Fortune 500 global document management company which manufactures and sells

a range of printers and systems.

Customer Service Engineer: Supported technical issues for multiple

customers in an assigned territory of 130 mid-volume copiers. Traveled to

perform preventative and non scheduled equipment maintenance, ensuring

customer satisfaction.

. Contributed to the success of a dynamic team renowned for meeting

goals and business objectives.

. Honored with the competitive Xerox Excellence Award for outstanding

performance and team contributions.

Technical Summary

Tech-savvy and insightful; strong knowledge of SharePoint site design and

management, 3rd Party Call Center solutions, workforce management tools,

and Avaya CMS and Microsoft applications. Microsoft Certified Professional

with strong Windows knowledge

Education

Fundamentals of Project Management, Villanova University, Villanova,

Pennsylvania

Additional training includes:

Becoming an AT&T Wireless Manager ( Inside/Out Coaching for Managers

Performance Planning - Setting Expectations and Reviewing Progress

Delegating for Productivity and Growth ( Management and Security

Diversity: Creating a Respectful Workplace ( Effective Communication,

Interaction, and Listening

Microsoft Project '98 ( Visio 2002 ( Microsoft Certified Professional

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