Customer Service Manager

ROBERT L. GODDARD

***** *. ******** **, *********, OH 44126

e-mail: *********@***.***

Mobile: 216-***-**** Home: 216-***-****

PROFESSIONAL OBJECTIVE

To secure a professional services/training position that will allow me to

contribute my skills to successful project completion and to meet the goals

of the organization.

PROFESSIONAL COMPETENCIES

Employee Training and Development

Call Center Management and Training

Project Management Professional

Strong Customer Service Orientation

Software Implementation and Troubleshooting

PROFESSIONAL EXPERIENCE

Cuyahoga County Board of Elections, Cleveland, OH

2008-Present

Poll Worker Trainer

Over the past 4 election cycles, have contributed to the content

development and individually delivered the training to over 2,000 people,

to function as certified poll workers responsible for processing voter and

election results throughout Cuyahoga County.

Oce Groupware Technology, Cleveland, OH

1998-2008

(Oce is a manufacturer of Wide Format printing devices, printing software

and document management solutions)

Manager Support Services

Managed a group of service and support staff responsible for service,

maintenance, customer training and technical support of over 600 business-

to-business accounts in North America and Europe. Reported to VP,

Professional Services and core management team on service levels, customer

issues and quarterly operations budget. Managed $5MM annual budget. Member

of cross functional team comprised of US and Dutch senior staff in project

to overhaul entire front-end database, phone and Internet presence and the

integration of a worldwide CRM solution.

. Provided excellence of support service to over 300 Fortune 100

customers over ten years resulting in continued maintenance revenue in

excess of over $10MM.

. Released several iterations of semi-annual software updates and CBT

modules resulting in the repair of multiple customer issues and

continuity of install base.

. Led team in the redesign of entire software suite increasing sales and

maintaining strong revenue share for Wide Format printing division.

Symantec Corporation, Eugene OR

1993-1997

(Symantec is world-wide utility and security software provider)

Product Support Manager (1995-1997)

Directed a group of 125 product support analysts and seven support

supervisors in the ACT! Contact Management and pcAnywhere remote computing

groups. Administered annual budgets of $8MM and reported to executive staff

with monthly service levels. Reported to product General Manager on

service quality, customer satisfaction surveys and proffered product

solutions to development, marketing and quality assurance departments.

Facilitated leadership skills training class and led departmental and site-

wide meetings.

. Build and promoted team environment by creating an avenue for five

former front line phone agents to ascend to upper management roles,

increasing overall employee retention by 20% and saving over $25K in

executive search costs.

. Managed several software releases that decreased overall call volume

by 60% while incurring no new support costs, thereby maintaining

service levels during a six month period of revenue growth of over

$20MM.

. Trained over 300 employees by developing a series of classes of entry

level service skills, resulting in a standardized and action-

oriented/user-driven solution and increasing customer satisfaction by

25% during first year of operation.

. Developed a Call Metrics System to devise new measurements in handling

over 5,000 consumer requests daily, resulting in site-wide telecom

savings of $350K per quarter and reducing customer wait times by 30%.

Customer Service Supervisor (1993-1995)

Managed, monitored and coached 20 customer service representatives.

Facilitated and contributed to weekly strategic management meetings.

Presented superior service skills training class to over 300 entry-level

service staff in a start-up environment.

. Completed three "Train the Trainer" classes. Facilitated and

contributed to the development of trainings that met the needs of all

employees from entry level CS reps to new Management level hires.

. Played a prominent role in Job Fairs and the screening and hiring of

over 200 new hires as the site grew in four years from less than 200

employees to over 700 site wide associates.

EDUCATION

Master of Science, Management, National Louis University, Chicago, Illinois

Bachelor of Arts, Communication, Bowling Green State University, Bowling

Green, Ohio

Project Management Institute

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