David Paff

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

Cincinnati, OH ****8

513-***-**** / 513-***-**** abhopa@r.postjobfree.com

SUMMARY

Accomplished and well rounded manager with diverse experience. Proven

ability to adapt to new industries and technology. An earned reputation as

an outstanding coach, leader and motivator.

PROFESSIONAL EXPERIENCE

Great American Insurance, Cincinnati, OH 1999 - 2010

Help Desk Supervisor 2002 - 2010

Led a team of multiple agents who identified, researched, and resolved

complex technical problems for 4,000 users. Managed escalation procedures

and ensured service levels were maintained. Documented, tracked, and

monitored the team's issues to ensure resolution in a timely manner.

. Addressed over 90,000 calls and emails a year

. Improved 1st call resolution from 58% to 75% by facilitating training

along with collaboration and leveraging other groups within the company

. Drove call abandon rate down from 18% to 2% by setting and enforcing new

rules and standards

. Established relationships with our 2nd level groups and partnered joint

ventures to satisfy challenging customer problems

. Served as liason and go-to person and played pivotal role in

migration/consolidation of the Seattle network and call center

. Served as the single point of contact for escalated incidents from

dissatisfied customers

. Analyzed and investigated procedures and streamlined where appropriate

. Assisted in developing business plans for call center operations

. Completed and delivered mid-year and year-end performance evaluations

. Worked with staff to outline goals and objectives and helped staff to

achieve them

. Monitored analyst on an ongoing basis and continually provided

constructive feedback

. Set stretch goals, phone goals and ticket evaluation target goals

. Created, implemented and maintained motivation plans, succession plans,

and training plans

. Interviewed and hired for multiple positions within the call center

. Facilitated the management of the team when management was absent

Help Desk Analyst

1999-2002

Supported 125 users at a remote office. Identified problems, helped

troubleshoot and provide advice to assist users. Coordinated with other IT

areas as needed to resolve problems if necessary.

. Planned and implemented all hardware and software installations and

upgrades

. Promoted to supervisor due to outstanding leadership, coaching and

mentoring skill.

. Did major pc roll outs monthly

Walt Sweeney Ford, Cincinnati, OH 1996 - 1999

Automobile Sales

Sold new and used cars while mentoring new sales associates

. Earned Salesman of the Month three times during the three years. Met or

exceeded quota each month by maintaining and developing relationships

with existing customers.

PROFESSIONAL DEVELOPMENT

Completed Introductory, Intermediate and Advanced Supervisory Courses

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