Customer Service Manager
Resume:
Michael Chuako
Hopatcong, NJ *7843
973-***-**** (cell)
******@*********.***
Background Summary:
IS Manager with comprehensive corporate management a departmental
procedure experience. Extensive background in onsite and remote
helpdesk support, call centers, voice, and data communications, systems
development and vendor selection proficiency. Managed project teams to
provide clients with high quality delivery, improving the processes,
creating standards, and benchmarks for teams, providing client
satisfaction. Able to quickly grasp an understanding of the issues
impacting an organization's internal operations success, and
immediately implement the strategic and tactical changes necessary to
achieve performance goals. Exceptional problem solving talent and
motivational skills to ensure the utmost in customer service quality
and resolution.
Professional Experience:
Help Desk Manager
MC Consulting
November 2003 to Present
. Presently working for a web hosting company as a Customer Service
Manager. Supervising and supporting sales, design, and ensuring that
all issues are addressed and resolved according to company policies.
. Manage various projects from conception to completion, identify client
needs, and implement a comprehensive solution package.
. Provide guidance and direction for new and existing centers for various
financial and commercial accounts to improve performance and
cost profitability. Develop content and procedures for Service Level
Agreements (SLA). Provide guidance to maximize customer service levels
and responsiveness and improve customer satisfaction.
. Work with management to analyze and effectively manage performance
reporting to indentify and react to peak or low coalitional volumes,
critical coverage times, and develop issue recognition through the
review and resolution of repetitive problems.
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National Help Desk Manager
TELELOGIC, New Jersey
May 2002 to November 2003
. Responsibilities include managing a group of forty-five support staff
on multi-shift, multi-time zone coverage of the support center
operations through appropriate master scheduling and time management
for major commercial accounts and government agencies. Supported
proprietary required software for specialized projects.
. Created and modified SLO/SLA documents, along with second to third
line transfer procedures.
. Developed structured content and procedures for training materials and
programs for call center and help desk technicians to maximize customer
service levels and responsibilities.
. Participated in the implementation of telephones and computer call
center systems (including call-monitoring systems). Multiple platforms
(PC-Network), and as well as Custom/Standard Software and tools such as
Remedy and various operating environments.
. Created, analyzed, and effectively managed performance reporting to
identify and react to peak or low call volumes, critical coverage
times, and developed issue recognition through the review an resolution
of repetitive problems.
. Partnered with appropriate departments to resolve issues that arose and
to build support capabilities for the clients in software, technical,
and procedural function.
. Developed service offers to support sales effort, managed performance
of delivery functions against cost, time, and quality metrics.
Developed and maintained policies and procedures to ensure consistent,
quality service delivery.
Director of Technical Services
Computer Generated Solutions, New York
July 1998 to May 2002
. Responsibilities include managing remote first level call center,
multiple second and third level on-site helpdesk departments across the
United States for major commercial accounts, including: Estee Lauder,
J.P. Morgan, Allstate Insurance Co., and Hitachi Data Systems.
. Provided technical support for the sales force, training department,
and marketing team. Direct responsibility for all aspects of business
development. Responsible for tracking divisional finances. Directly
responsible for hiring, evaluating, and approving training for all
employees.
. Restructured teams to meet changing client requirements. In constant
contact with clients regarding schedules, deliverables, and risk.
Responsible for meeting and exceeding financial objectives, including
revenue of six million dollars, margin, contribution, and head count.
. Negotiated vendor pricing of hardware and software for ticketing
systems for call centers and customer service departments, modified
service level agreements for various departments, participated in
contract negotiations, and ensure that equipment deployment was
completed on schedule.
. Worked on various committees to review the vendor proposals and
the negotiation of prices.
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Help Desk Manager
United Parcel Service, Morristown, NJ
May 1994 to March 1998
. Managed project teams to consolidate remote helpdesks to a centralized
single location, ensuring high quality delivery, improving the
processes, providing client satisfaction, reevaluating, developing, and
promoting talent within the various groups. Responsibilities include
managing forty-five first and second level technicians for the Internal
Help Desk. Provided career development, monitored employees
performance, provided measurable goals, recommend and approve salary
actions.
. Implemented training packages by application to better evaluate and
educate the technicians. Provided the department with a screening
process through desk specific written and oral interviews. Reviewed
and implemented a web based historical data system (Expert Advisor).
. Platforms included mainframes, A/S400, and PC based applications.
. Created and maintained 90% service level, handling an average of 1200
calls per day. Maintained a quarterly schedule using various products
to provide a 24 x 7 shift rotation.
. Created and automated management reports such as call comparison, calls
actual vs. calls projected, overtime, and outstanding logs. Directed a
committee to improve the mal anagement team in evaluating the
technicians in a more consistent format.
. Interfaced with the Application Groups on all new programs. Created
training classes for the Help Desk. Reviewed any open issues with the
end users.
. Project leader responsible for evaluating and implementing a visual and
audible single line board that provides the various departments with
messages for any major system outages.
Software
Hardware
Windows XP/Vista Expert Advisor Mainframe
Interactive Voice Response JCL AS/400
Calllab Automatic Call Distribution PC
Center View Remedy Servers/Hubs
Microsoft Suite Heat
Microsoft Office Projects ProAmerica
Java WAN/LAN
VRU Whiteboard
Professional Training
A degree in business management and certified in the following courses:
Certified Network Engineer (CNE), Professional Relationships, People
Workshop,
Call Center Management, Group Coaches Development, and Business
Conduct.
Contact this candidate