Customer Service Electrical Engineer

Summary

I am a dedicated operations supervisor with 12+ years of experience in

customer service and technical support. My core competencies consist of

being a respected builder and leader of client-focused teams by

instilling a shared, enthusiastic commitment to customer service as a key

driver of company goal attainment. I lead by example, manage all

resources to maximize efficiency, and ensure the execution of all safety,

security, quality, and operational policies and procedures.

Professional Experience:

Insight Enterprise, Inc 2007 -2009

Tempe, Arizona Phone: (480) 889-

9500

Operations Supervisor

I was responsible for the daily operation of the Network Operations

Center for Insight Networking Solutions. I was available on a 24x7

basis managing in an environment where Uptime, Availability, and SLA

compliance were crucial to the organization's performances and

productivity. I oversaw the performance of up to 15 junior and senior

network technicians responsible for monitoring/responding to 30,000+

daily incoming alarms from managed service clients' global remote sites.

I was responsible for ensuring processes are followed and Service Level

Agreements are met. I motivate all operational staff to achieve best

practice and the required standards of service. I conducted bi-yearly

performance reviews, drafted and delivered performance improvement plans,

and provided other performance feedback. I conducted new hire training

classes. I interviewed, hired and assisted with orientation of

employees.

. I was the point of contact to ensure appropriate action is taken to

review procedures and operational standards as a result of escalated

client feedback i.e. creating post mortem reports or developing and

communicating changes to existing policy/procedures.

. NOC employees under my direction maintained a 99.95% SLA compliance rate

. I identified the training and development needs of team members and

provide coaching and mentoring to Level 1 and Level 2 Network

Technicians. I contributed to the development the new hiring training

manual which resulted in a 33% increase in NOC employee retention.

Verizon Wireless 2004 -2008

Chandler, Arizona Phone: (800) 367-

5690

Supervisor- Customer Service

I was responsible for the daily performance of up to 25 customer service

representatives and technical support representatives. I conducted

weekly call observations and one - on - one coaching sessions, monitoring

employee-customer interactions to provide ongoing feedback to employees

to ensure a high quality of service and customer satisfaction. I

reviewed representatives CSTS/QA scores and call center key performance

indicators. I monitored call center service level and unscheduled

offline time through real-time reporting systems to achieve the volume

expected to meet operational requirements. I interviewed, hired and

assisted with orientation of employees

. I assessed individual and team performances, and develop/implement action

plans designed to narrow competency gaps. I recommended promotion and

disciplinary action plans. By encouraging staff to cultivate their own

career paths individual under my direction maintained a 70% promotion

rate and 90% employee retention rate.

. I managed various projects within the customer service team, such as

employee performance plans and appraisals, recognition programs,

attendance, and etc. I met and exceeded defined performance metrics and

retention objectives through ongoing training, coaching, and monitoring

of individual and team performance. I was a Subject Matter Expert for

all Verizon Wireless products, services, policies, and procedures.

. I achieved a leading year end performance rating in 2005, 2006, and

2008. My team demonstrated continued month over month improvement in

overall call efficiency and customer satisfaction earning the Top

Performing team award 4th Quarter 2006 for AD Seth Huggins.

Best Western Inc. 2001 -2002

Tucson, AZ 85705 Phone: (602) 957-

4200

Front Office Supervisor

I managed the daily operations of multiply departments for a 60+ room

motel near the business district in Downtown Tucson. I oversaw the

front desk, maintenance, housekeeping, and restaurant staff. I

marketed hotel facilities and services to prospective guests or

groups interested in current or future stays at the property. I

performed various personnel duties including hiring, scheduling, and

dismissal of employees. I trained new hires front desk staff and

conducted follow up training when new system or policies where

implemented. I conducted night audit review detailing current days'

activities and revenue preparing report for review by the property

owner.

. I was cross trained in all position necessary for the daily

operations of the property

. I reported directly to the owner of the property and assisted

her in the operation of her second property in Williams, Arizona

Eddison Brothers Inc 1998 -1999

Atlanta, GA 30313 Phone: N/A

Assistant Manager

I conducted night audit reviews detailing current days' activities and

revenue, balanced cash drawers and prepared nightly deposits for J'Riggins

men's retail clothing store. I ensured customer where treated with a high

quality of service and prompt attention. I handled all customer requests

and inquiries. I was responsible for arranging store displays of feature

merchandise and dressing store windows.

. I was promoted to an Assistant Manager within 90 days of employment

with the store.

Education: Arizona State University Tempe,

Arizona

Candidate for a BS in Electrical Engineer

(senior class status)

Corona Del Sol High School Tempe,

Arizona Diploma

May 1998

Academic Honor: Recipient of Oprah Winfrey Scholars award

Member of the McNair Scholars

Program at Morehouse College

Skills: MS Office, Remedy Service Management,

TotalView Workforce Management MARS, Tivoli Netcool,

HP Openview(Peregrine), Enterprise Administrator, and

eQuality Software

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