Customer Service Manager

Walter Hughes

Phone: 206-***-****

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

SUMMARY OF MAJOR SKILLS AND ABILITIES:

* More than ten years management experience

* Advanced personal and systems computer skills as administrator and Help

desk support

. Responsible for providing technology support for help desk calls

. Experience with PC, Mac, Unix, Oracle and Linux, Microsoft Word,

PowerPoint, Excel, e-mail, Internet, Adobe Acrobat, Photoshop,

Final cut express, Banking software, state computer systems, and

others

. More than five years experience as computer and phone network

administrator and support staff coordinator

* Masters Degree in Education

* More than ten years front line customer service experience

* More than five years experience in training customer service personnel

and developing better training tools

* Call center experience.

. Went from representative to Manager in less than one year by

increasing productivity of my team

. Managed a staff of twenty Online and call center representatives

. Trained large groups of customer service representatives

*Created new curriculum to teach novice users how to use computers and

computer software

*More than twelve years spent managing people and multiple projects

EXPERIENCE:

April 2010 to Current: Employment Security Department, Worksource, Everett,

WA

Employment Specialist 3

Direct clients coming into WorkSource office. Direct client questions about

state federal and community programs. Delegate between governmental

agencies. Manage and instruct clients and coworkers regarding how best to

utilize tools within a resource room with more than fifty computers and

other technology tools. Instruct and lead seminars designed to help

citizens find and maintain employment. Create and refine curriculum and

handouts. Help maintain technical equipment in the resource room.

December 2006 to April 2010 Village Volunteers (Non Profit volunteer

position)

Program Manager

Developed projects and raised funds for sustainable projects for villages

in Africa. Worked with different government and non-profit agencies to

develop and implement programs designed to empower the villagers in Africa.

Worked directly with the founder and director of Village Volunteers, and

local and international groups. Established a water filtration plant in

Kenya. Developed programs and informed charitable organizations how and

where their donated funds are going.

October 2001 to July 2006 Washington Mutual Bank Call center, Bothell, WA

Manager Telephone and Online Banker

Went from telephone representative to team manager in eight months. When

the facility closed I was managing eighteen to twenty telephone and online

bankers in a multi- lined phone system call center environment. I tutored

and trained a team of employees who provided prompt and accurate answers,

utilizing all resources including bank computer software applications in a

Windows environment.

June 1996 to July 2001 Lake Washington Printing, Woodinville, WA

Facilities and Customer Service Manager

Telephone and computer network administrator

Served as lead Customer service agent, and Computer and Phone network

Administrator for a large printing company. Telephone and computer network

administrator. Worked with a multi line phone system and multi computer Cat-

5 network. Handled incoming customer service calls. Generated invoices and

served as support to the sales team.

EDUCATION:

University of Washington, Masters in Education

University of Washington, Bachelor of Arts Interdisciplinary Arts and

Sciences

. Deans list

. Editor in Chief of Student newspaper The Commons

. Founder of Service Learning club

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