Project Manager Customer Service

KEVIN J. GREER

*** ****** **, *********, ** ***** ( 563-***-**** ( *******@*****.***

DIRECTOR OF OPERATIONS

Call Center Management & Project Management

Over 15 years experience in outsourced service positions providing

leadership necessary to deliver exceeding levels of productivity, quality,

sales, and financial responsibility. Clients list includes: Deere &

Company, Citigroup, Citibank, Synapse, AT&T, Allstate, and Discover.

Experienced in outbound and inbound sales, retention, acquisition, and IT

services which includes hardware replenishment, warranty and non-warranty

hardware repairs, and user support at Tier 1, 2 & 3 levels. Highly

competitive, passionate, persuasive and articulate which fosters a team

environment that produces clear vision and achievement beyond what others

have thought was impossible.

Demonstrated success record in:

. Taking initiative towards creating and implementing strategic plan and

overall service delivery model for client services which has better

aligned client needs to an efficient service offering.

. Developing processes such as change management, knowledge management,

parts ordering, hardware forecasting, inventory management, employee

scorecards, productivity measurements, IT resource

planning/forecasting, and quality auditing.

. Demonstrating value to clients through quality, productivity and

integration of their business plan.

. Leading and motivating staff to exceed client goals while grossly

outperforming competitors performing same work.

. Growing accounts by over 25% in the first year with multiple companies

and industries.

. Extremely accurate at financial forecasting, budget management, and

overall P&L responsibility.

. Building and maintaining an impeccable client relationship that

fosters trust and collaboration of common goals/vision.

. Managing completely remote workforce successfully through multiple

client contacts at each location.

CORE COMPETENCIES

( Workforce Management ( Continuous Improvement (

Relationship Management

( Budgeting /Forecasting ( Competitive/Strategic Planning (

Vendor Management

( Leadership Skills ( Inbound & Outbound Sales (

Process Implementation

( Policy Creation ( Customer Acquisition ( Retention

Programs

( Hardware Lifecycle Forecasting ( Project Management ( Lean

Six Sigma Projects

HIGHLIGHTED CAREER ACHIEVEMENTS

. Revenue Generation - Within two years, generated more than $3 million

in revenue for APAC Customer Services.

. Account Development - Secured Tier 3 IT support, warranty & non-

warranty hardware repairs, and 5 new support locations in 1 year with

TechTeam Global.

. Project Management - Main leader of project to migrate all Deere &

Company desk side IT support from old vendor to TechTeam. Included

discovery of needs, solutions design workbook, scope of work, and

overall support model.

. Operational Excellence - As an Operations Manager, I broke company

records for hours and revenue per seat which led to the site receiving

World Class Service Award.

. Process Creation/Implementation - Developed formula and report which

measured employee productivity for desk side IT support which improved

employee customer service level by 57% after 3 months of being

enforced.

PROFESSIONAL EXPERIENCE

TECHTEAM GLOBAL, Davenport, Iowa Apr. 2007 -

Jun. 2009

Client Services Manager/Project Manager

. Within two years, generated 30% revenue increase through growth and

additional services.

. Created and implemented parts ordering process which met HP warranty

guidelines to maximize warranty reimbursement while allowing repairs

to be completed within 48 hours.

. Leveraged negotiation skills to identify and sub-contract vendors to

supply OEM parts and out of scope asset support which decreased client

cost by 45%.

. Remotely managed 100 technicians providing desk side IT support for

over 16,000 devices for John Deere - North America.

. Worked closely with clients to identify their needs and challenges to

provide solutions-oriented services. One of the larger projects was

facilitating lease return of 750 computers within 3 months.

. Developed formula and process to track employee productivity which was

used to forecast client support needs which improved customer service

levels by 57% and improved average ticket open to close by over 7

hours which directly impacted the end user experience.

. Utilized strong ability to sell ideas, strategies and liaison skills

to help client get their local units IT staff to buy into enterprise

processes and support model.

. Accurately forecasted revenue and expenses within 10% each month for

11 straight months.

CES COMPUTERS, Dubuque, Iowa Mar. 2006 - Apr.

2007

Project Manager

. Hired after previous project manager had 60% of the supervisors

resigned. Through effective communication and client relationship was

able to build team without having services to end user suffer.

. Remotely managed 70 technicians providing desk side IT support for

over 16,000 devices for John Deere - North America.

. Built cost and pricing models and assisted with contract negotiations

with Deere & Company.

. Assisted client to build quality auditing process to ensure IT

processes adherence and asset tracking accuracy.

APAC CUSTOMER SERVICES, Davenport, Iowa Sep. 1996 - Jul. 2005

Progressed from Customer Service Representative to Operations Manager

(6 Promotions)

Operations Manager

. Responsible for financial services client totaling $19M in revenue and

represented approximately 300 inbound seats with 8 product lines and

100 outbound seats with 4 product lines.

. Consistently outperformed other vendors in sales and quality which led

the client to award us the competitors' business which nearly doubled

revenue within 2 years and led to World Class Service Award for site.

. Broke company records on outbound business for hours and revenue per

seat through effective workforce management and lead management.

. Responsible for creating and managing to budget, forecast, and overall

P&L.

. Dotted line responsibility for HR, Training, Workforce and Quality

Departments.

. Interacted daily with client and account management on initiatives

being taken to address any area of opportunity.

. Facilitated quarterly presentation to client on initiatives and

performance against initiatives.

Assistant Operations Manager

. Functioned as Account Executive while maintaining Assistant Operations

Manager role for the 200 headcount program. This included contract

negotiations, invoicing, and daily client interaction.

. Forecasted revenue, hours, ramp plan, and lead support for outbound

program.

. Directed start-up and overall operation of Census 2000 inbound and

outbound temporary project which encompassed approximately 200 seats.

. Grew outbound financial sales client from 86 headcount to 200 while

exceeding client's performance goals.

. Co-facilitate employee satisfaction throughout the center with the use

of incentives and floor-wide activities. Includes holding focus groups

to gauge employee satisfaction.

. Participated in daily sales calls with Account Management and client

regarding previous day performance.

. Increased performance of Sales Representatives by focusing on

supervisors' actions taken to develop and create a sales atmosphere

needed to meet all key aspects of the KPI (Key Performance

Indicators).

. Identify areas of opportunity within the teams to develop and

implement comprehensive action plans

EDUCATION

Bachelor of Arts in Business Management

St. Ambrose University, Davenport, Iowa

MILITARY

IOWA ARMY NATIONAL GUARD

Basic Training, Fort Jackson, South Carolina

. Trained in basic soldier skills, which included survival,

leadership and discipline. Received diploma.

Advanced Individual Training, Fort Jackson, South Carolina

. Trained in clerical skills, which included formal correspondence,

typing and computer skills.

Operation Joint Endeavor, Bad Kreuznach, Germany

. Performed clerical duties for a Military Police Company, which

included pay, personnel actions, awards, correspondence and

evaluations of Non-Commissioned Officers.

Awards Received

o Certificate of Appreciation from the Commander of the 186th

Military Police Company.

o Certificate of Appreciation and Military Police Coin from

Headquarters, United States Army, Europe and 7th Army.

o Certificate of Appreciation and Military Police Coin from the

53rd Area Support Group.

CERTIFICATIONS

( ITIL Foundations (2008) ( Increasing Personal

Effectiveness (2004)

( Communicating to Manage Performance (2004) ( Coaching for Results

(2002)

( Diversity Training (2001 & 1997) ( Structured Interview

Training (2002)

( Franklin Covey: Focus - Achieving Your Highest Priorities (2008)

Contact this candidate