Manager Sales

Susan Jacobus

*** ********** ****** **.

Leander, TX 78641

512-***-**** (Home

512-***-**** (Cell)

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

PROFILE:

Skilled technical manager with over 20 years experience in applications

support, service delivery, help desk, technical support and telemarketing.

Excellent communication, interpersonal and counseling skills. Goal-oriented

individual with strong leadership capabilities. Ability to direct complex

projects from concept to fully operational status. Organized, highly

motivated, and a detail-directed problem solver.

ACCOMPLISHMENTS:

. Successfully maintained SLA's over a three year contract

. Maintained a 2% - 2 % turnover rate in a call center environment

. Successfully staffed a 24 x 7 x 365 call center

. Counseled employees on career development and work related goals and

objectives.

. Full responsibility for hiring, evaluating and training of staff

. Developed policies and procedures for help desk activities and

customer service approach

. Researched and implemented knowledge base and CRM systems

EMPLOYMENT:

Self-Employed/Contracted Positions 2005 - 2010

Home Depot 2010

. Hardware support for 2000+ Home Depot locations across US and Canada.

Provide support on multiple platforms for various networked business

equipment that operates within the store environment. Working with a

knowledge base, identify technical issues, provide first call

resolution, or escalate to various specialty groups within the support

group.

Gtech 2010

. Technical support for Lottery equipment in multiple states in the US.

Troubleshoot various equipment problems and escalate to field service

techs as required. Provide card services for recipients and vendors

for Illinois Food Stamp program. Verify card information, cancel and

reissue cards, provide reconciliation of disputed charges. Refer

calls to appropriate agencies for additional support

Volt - Apple Itunes 2008 - 2009

. Point of contact responsible for ensuring customer satisfaction by

handling questions related to the iTunes Store via phone support.

Handles questions and problems that focus on all aspects of the iTunes

Store customer experience, while escalating issues through appropriate

channels.

Health & Life Insurance Agent 2007 - 2009

. Licensed Health and Life Insurance Agent for the State of Texas.

Independent sales position promoting health and life insurance

products to individuals and small businesses.

Internet Sales Manager 2005 -- 2006

. Inside automotive sales managing the internet including design and

uploading of auto sales information. Contacting customers through

email and by phone and setting appointments. Providing information as

requested.

Applications Support Manager 2004 - 2005

. Identified weaknesses in the support systems and put into action

company wide training programs to enhance the customer experience and

coordinate the delivery of quality support among all support

functions.

. Managed application support teams, both nationally and

internationally.

. Researched and identified a CRM and knowledge base system to improve

the consistency and speed of solutions.

. Mentored individual application support managers, providing guidance

and management training.

. Support of proprietary software programs that run the newspaper

industry, encompassing Advertising, Circulation, and Business

Applications such as general ledger.

Service Delivery Manager, Computer Generated Solutions, NY

2001 - 2004

. CGS Onsite Help Desk Support specializes in hardware and software "how

to" and break/fix solutions in an outsourced environment

. Delivery of first level help desk support under contract with United

Health Care, through IBM, supporting approximately 35,000 end users

and over 400 proprietary applications

. Managed call volumes exceeding on average over 1,000 calls per day.

. Met or exceeded all SLA's during the contract period

. Participated in the selection and implementation of a new CRM system

. Maintained a high energy center with minimal turnover

. Mentored staff in career development

. Developed statistical analysis of help desk calls and issues

. Recommended staffing levels to client based on analysis of activities

. Managed ad hoc projects

. Provided HR support

. Administered payroll

. Full hiring, coaching, review and turnover responsibility

. Maintained a stable low cost service center over entire contract

period

. Member of the "President's Club" for exceeding expectations in my

position.

Under contract to United Health, CGS provided help desk services (Service

Center and Crisis Management) to United Health's various divisions. In

additional to handling the day-to-day activities of a help desk, the team

was involved in upgrades and deployments to a user base of approximately

35,000 workstations.

Software upgrades included Windows 2000, Lotus Notes, Windows XP, Active

Directory, anti-virus programs and proprietary programs. The help desk

participated in each upgrade by actively monitoring and recording events as

they occurred. Feedback was provided to Crisis Management and to the roll

out groups, who then would return solutions to be administered by the help

desk as required. The help desk team actively participated in the Change

Management process, providing input or concerns prior to deployment of

upgrades and changes.

All changes or upgrades were very tightly scheduled for deployment across

the various workgroups. The help desk met all service levels as outlined

by United Health.

Help Desk Manager, Long Term Care Group, MN 1998 - 2001

. Created a helpdesk department

. Set the standards for delivery of service

. Provided training programs for employees in basic computer skills

. Supported four facilities in Minnesota, Wisconsin, California and

Florida.

. Investigated and purchased help desk software to aid in reporting

internal difficulties with users and proprietary software

applications.

. Creation of policies and procedures to be followed in reporting of

help desk issues throughout the company

. Work closely with managers of all proprietary software applications to

insure timely resolution of programming issues

Technical Support Manager, PaperDirect (a Deluxe company)

1992 - 1998

Company relocated to Minnesota in December 1996 to reorganize the Technical

Support Group

. Full hiring, coaching, review and turnover responsibility

. Delivered training in support procedures, company policies, and

software support tools

. Maintained PaperDirect's website in terms of its functionality,

viability, and content

Manager of Technical Support - New Jersey (10/92 - 3/98)

Manager of Software Quality

Responsible for the quality and support of internally produced add-on

commercial software products for 14 applications in 3 environments

(DOS based, Windows, and Macintosh), and a variety of externally

produced software products created exclusively for the company.

Support was provided to a software customer base of over 100,000. The

technical team consists of approximately 6 to 10 individuals,

providing telephone support on 300 to 500 calls per day.

Worked with Software Development to insure that products adhere to

strict guidelines, meet customers' expectations, and are delivered on

a timely basis.

Telemarketing Manager (1/96 - 10/96)

Managed a call center of approximately 120 telemarketers, and five

supervisors. Responsible for maintaining sales activity, quality of

customer experience, and training supervisors in better employee

relationships. Maintained dotted line responsibility for Technical

Support and Software Quality.

EDUCATION:

State of Texas, Health & Life Insurance License

ITIL Foundations Coursework

Automax Certification

Management 2000 certificate program, Century College, MN

Weber State College, Ogden Utah

CCM, Dover, New Jersey

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