Customer Service Manager
Resume:
Michael Opatz
Hampton, MN. *5031
**.*****@**********.***
Professional Experience
Merrill Corporation - Saint Paul, MN (April 2009- July 2009)
Manager - IT Site Support, Central Region
. Provided second level technical support for 1200 employees in three
geographical locations.
. Supervised four staff.
. Introduced processes for managing computer inventory, defined a
corporate printing strategy for shared multifunctional devices,
participated in designing a corporate Knowledge Management System and
a corporate IT Asset Management System.
ADC - Eden Prairie, MN (July 2007- November 2008)
Manager - Global Support Center
. Provided first level technical support through the Help Desk for 8,000
internationally located employees.
. Supervised nine analysts.
. Wrote job descriptions, hired new team members, and delivered
performance reviews.
. Increased first call closure rates from 48 to 78%, improved average
speed of answer from 61 to 41 seconds, absorbed 2,000 additional
customers, added multi-lingual support (Spanish, German and Czech),
doubled staff size, removed a Supervisor position, added an office in
Brno, Czech Republic, and introduced a new, corporate, Incident/Change
Management tool.
Thomson West / West Group / West Publishing Company - St. Paul/Eagan, MN -
1983 to 2006
Manager - Desktop Solutions Group (3/04 - 6/06)
. Provided second level, desktop PC support for 7,000 employees at the
corporate headquarters.
. Supervised four leads, one technical architect, and thirty-five
technicians.
. Wrote job descriptions, hired new team members, and delivered
performance reviews.
. Managed a $3.5M department budget.
. Updated PC operating systems, migrated email systems, and integrated
two new printing architectures with near zero downtimes.
. Reduced days to close metrics on incident tickets by 50%, met user
established response times 95% of the time and maintained high
customer satisfaction ratings (90%) despite a 25 percent reduction in
staff.
Manager - Technical Solutions Group (12/02 -
3/04)
. Provided first level technical support through the Help Desk for
11,000 corporate employees in over 35 locations globally.
. Supervised two leads and twenty-two support analysts.
. Wrote job descriptions, hired new team members, and delivered
performance reviews.
. Managed a $1.8M department budget.
. Doubled first call closure rates, improved average speed of answer,
absorbed 4,000 additional customers and received the highest customer
satisfaction ratings in five years of reporting without increasing
staff.
Manager - Application Solutions Group (1/00 -
12/02)
. Provided second level technical support for 80+ internally developed
applications.
. Supervised one lead, and 8 technical consultants.
. Wrote job descriptions, hired new team members, and delivered
performance reviews.
. Managed a $600K department budget.
. Documented, consolidated and migrated support responsibilities to the
second level desktop support organization allowing for the dissolution
of the group.
Manager - Publishing Operations Technical Support (5/95 -
1/00)
. Provided first and second level, technical support of 1,700 desktops
in Publishing Operations.
. Supervised a staff of fourteen technical consultants.
. Wrote job descriptions, hired new team members, and delivered
performance reviews.
. Managed an $800K department budget.
. Developed this support organization from inception. Created an
incident management system, a problem management system and an asset
management system in Access.
. Defined and designed the incorporation of this organization into the
centralized technical support organization.
Technical Consultant - Editorial Help Desk (11/92 -
5/95)
. Provided complete first level end-user support for four hundred legal
editors.
. Established a thorough knowledge of DOS, Windows 3.1, and Novell 3.12
server environment.
. Possessed a working knowledge of word processing, spreadsheet and
database packages.
. Researched products, ordered, installed and worked with the hardware
and software used by the editors.
. Conducted small group and one-on-one technical training for editorial
staff.
Group Leader - Multimedia Interactive Programming (11/89 -
11/92)
. Developed training courses and presentations for internal employees
and external customers.
. Supervised five interactive programmers while performing the duties of
an interactive programmer.
. Designed, authored, and programmed, computer-based training courses,
instructional presentations and sales demonstrations.
. Produced over 40 titles in three years.
Author/Coordinator - WESTLAW Instructional Presentation (5/87 -
11/89)
. Created and maintained WESTLAW disk-based training courses and sales
demonstrations.
. Supervised a team of four presentation authors while performing the
duties of an author.
. The online training course generated 1,000 billable hours every month
and the pc-based training course had over 26,000 disks in circulation
in four months.
. Authored and produced over a dozen demonstration disks personally.
Customer Service Trainer - WESTLAW (11/85 - 5/87)
. Conducted the initial and ongoing training of WESTLAW Customer Service
Representatives.
. Proposed the position to management, wrote the 20 day curriculum,
published the training manual and instructional guides.
. Evaluated performance and recommended placement of new staff.
. Developed an on-going training curriculum for the first six months of
employment.
Customer Service Group Leader - WESTLAW (6/85 -
11/85)
. Supervised the daily functions of 7 WESTLAW Customer Service
Representatives.
. Prepared performance appraisals, scheduled hours, maintained phone
statistics, provided extended technical support and
interpreted/established company policy.
Customer Service Representative - WESTLAW (12/83 - 6/85)
. Answered incoming calls of subscribers.
. Installed equipment, resolved technical issues, educated customers in
system capabilities, and recorded/channeled information for
management.
. Developed an installation recording/reporting system for management.
. Awarded Customer Service Representative of the Year (1985).
Education
B.A. Economics, St. Cloud State University
Minor: Speech/Communications
Graduated Magna Cum Laude
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