Customer Service Management

Lindsay Svidergol

Irvine, CA 714-***-**** (home) 949-***-**** (cell)

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

Objective

Obtain a challenging Account Management or Customer Service position for a

dynamic organization where I can utilize my background in these areas to

help a company achieve better results.

Key Accomplishments

2008 Helped OC Data Recovery expand data recovery operations from 1

location to 4 locations (expansion included branching into

data forensics).

2004 Instituted standardized processes and workflows to increase

technology team utilizations at Tech Trekkers from 40% to 65%.

Also included incentives to increase sales and marketing by

field personnel.

2001 Awarded Exemplary Customer Service designation 8 times in 24

months at LMKI.

Based on customer feedback and co-worker input.

Key Skills

Project Scoping and Quoting. Service Delivery. Heavily involved

Extensive experience scoping and in the successful delivery of

quoting technology services to technology service to organizations

business customers. Ability to of all sizes. Coordinated,

consistently deliver accurate, scheduled, managed, and followed

detailed quotes and project scopes projects through to completion while

to gain trust of customers, vendors, tracking details in customer

and co-workers. relationship management systems.

Resource Management. Managing and Metrics Tracking. Helped put

coordinating vendor technical systems in place to understand where

resources and internal technical process successes and failures were

resources into a unified team to occurring. Used metrics to improve

achieve continuous customer processes, improve efficiencies, and

satisfaction while working under deliver a better customer

extreme deadline pressures. experience.

Building Relationships. Focused on Project Management. Coordination of

building long-term relationships resources (equipment), personnel,

with customers, vendors, and and customer expectations.

internal corporate departments. Maintaining open lines of

Understands the path from communication, timely customer

relationships to retention to updates, and detailed task lists and

customer referrals. procedural paperwork.

Customer Service. Extensive Detail Oriented. Understands the

experience in customer relations, importance of the details, big or

building long term relationships small. Keenly aware of the

with customers, and maintaining a importance of staying consistent and

professional demeanor in challenging persistent to deliver error free

customer escalation issues. quotes, maintain error free

Comfortable in maintaining composure processes, and process business

to help customers achieve a metrics accurately. Highly

satisfying end result. organized.

Professional Experience

OC Data Recovery, 2005-present Irvine, CA

Account Manager

Data recovery and data forensics service company specializing in recovering

data across hard drives, RAID systems, and removable media. Responsible

for customer acquisition, customer retention, quoting, and resource

management. Helped expand the organization from a single office in 2005 to

4 offices in 2008. Handle ongoing office management and personnel

management.

. Primary focus on account management and operations

. Create and maintain operational processes and workflows

. Manage customer service associates

. Resolve customer service escalation issues

. Manage vendor relationships

. Coordinate internal and vendor resources

. Manage data recovery projects/operations

. Automated routine operational tasks to streamline operations

Tech Trekkers, 2001-2005 Irvine, CA

Coordination Manager

Coordinated services for technology service company servicing Southern

California customer networks, servers, and related technology needs.

Managed service scheduling, customer quotes, and customer service

operations. Key player in implementing customer relationship management

system.

. Managed network technicians; maintained scheduling and dispatching

. Handled customer and vendor escalations issues

. Created and maintained operational processes and workflows

. Streamlined customer relationship management

. Increased technical team utilizations via operational improvements

. Managed office operations

LMKI, 1999-2001 Aliso Viejo, CA

Sr. Customer Service Representative

Internet service provider and co-location startup company offering

bandwidth, hosting, and co-location services to customers in the Western

United States. Maintained customer relations, handled customer

escalations, and served as a coordinator between Customer Service and the

engineering teams.

. High volume customer service and support for Internet Service Provider

. Managed key accounts and large enterprise customer projects

. Key player in metrics based reporting

. Worked closely with vendors to acquire and maintain enterprise

customers

. Successfully upsold services to existing customers

. Helped train new Customer Service Representatives[pic]

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