Customer Service Management

Shane Kuhlmann

*************@*********.***

*** ******** **** ****: 512-***-****

Austin, Texas 78748

Dedicated call center supervisor with 10+ years of experience a technical call center

environment. Experienced in all aspects of a call center from call receiving to management.

Respected builder and leader of customer-focused teams; instilled a shared, enthusiastic

commitment to customer service as well as technical knowledge to all agents and customers.

Areas of Expertise

Call Center Employee CTI, CRM, and Knowledgebase Teambuilding and

M anagement Admin T raining

Complaint Handling & Vendor Management Staff Retention

Resolution

Computer Technical Knowledge E mployee Recognition

Account Management

Professional Experience

Wincor Nixdorf Austin, TX 09/05 to 09/10

Retail Helpdesk Supervisor, 09/05 to 09/10

Internal IT Helpdesk Supervisor, 06/08 to 09/10

Account Management, 01/07 to 09/10

Managed Services Helpdesk Supervisor, 01/09 to 09/10

Promoted to Supervisor position to recruit, train and supervise 25+ helpdesk agents on multiple

teams. Foster an environment in which callers enjoy high levels of service and employees are

motivated to deliver top performance. Manage day to day operations of all aspects of a call

center environment. Selected Contributions:

Won “Star Award” for employee performance in 2008 that is awarded yearly.

Reduced staff tu rnover by 50% in 2006, benchmarking a company record-setting

i mprovement in staff retention due to the success of employee-development and morale-building

p rograms.

Worked with national customers directly to set up expectations, reporting, and daily

communication.

Supervised many employee recognition programs along with team building events.

Int roduced t raining programs that enhanced employee performance and helped build a

motivated workforce.

Consistently achieved all Service Level Agreements.

Managed Several Vendors to ensure efficiency and quality.

Acquired and maintained a call recording system and set up standards for call grading.

Selected skills include Active Directory, VPN support, Email support, Windows, In ternet

connectivity, network issues, smart phone, computer hardware/software and customer inqui ries.

First Line Solutions Austin, TX 09/03 to 09/05

Retail Helpdesk Level 1, 09/03 to 06/04

Retail Helpdesk Level 2, 06/04 to 02/05

Retail Helpdesk Team Leader, 02/05 to 09/05

Advanced to increasingly responsible positions within the call center, culminating in

management role to supervise a team of agents on retail helpdesk. Selected Contributions:

Delivered excellent technical support and customer service to customers in a high volume

i nbound call center.

Provided technical expertise to Level 1 agents and consistently solved escalated technical

issues.

Selected skills include Active Directory, VPN support, Email support, Windows, Mac,

I nternet connectivity, network issues, computer hardware/software and customer inquiries.

First Line Solutions Austin, TX 09/03 to 09/05

Helpdesk, 09/00 to 09/03

Worked Onsite for Verizon’s Austin call center for technical support positions. Selected Contributions:

Delivered excellent technical support and customer service to customers in a high volume

i nbound call center.

Provided technical expertise to Level 1 agents and consistently solved escalated technical

issues.

Selected skills include Active Directory, Email support, Windows, Mac, In ternet

connectivity for Dsl, Isdn, and Dial-up, network issues, computer hardware/software and

customer inqui ries.

Education and Training

St. Edwards University Austin, TX 9/07 to 06/10

Concentration in business management

University Of Texas Austin, TX 9/05 to 06/07

Leadership Skills for Managers Certificate Program

Pearl River Community College Poplarville, MS 5/93 to 12/99

AA; Concentration in computer science

Hancock High School Kiln, MS 08/88 to 05/93

Diploma

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