Manager Customer Service
Resume:
Daniel B. Dove ****
Mary Todd
San Antonio, TX **240
ablc5u@r.postjobfree.com
Highlights of Skills and Expertise
Highly motivated, talented, creative and versatile IT manager with 20
years of experience in retail systems support.
Professional Experience
March 2010 - present San Antonio, TX
Spectrum Home Services of San Antonio
Operations Manager
Manage day to day operations of franchise office to include marketing,
training, business development, budgeting and billing.
June 2008 - February 2010
Eye Care Centers of America San Antonio, TX
Support Systems Administrator
. Manage Support Center operations consisting of 1 Manager and 7
technicians supporting 410 retail locations.
. Administer Heat incident management software for Information
Technology and Customer Service Departments.
. Designed and implemented Information Service Request process.
. Designed and implemented service levels for all Information Technology
groups.
. Designed and implemented new store task notification and escalations
for non-completed tasks.
. Develop Information Technology incident management reporting using
Crystal Reports.
. Migrated Heat from SQL2000 to SQL2005.
. Implemented knowledgebase for level 1 support.
. Participated in project teams for new business applications.
February 2008 - June 2008
Sears San Antonio, TX
Call Center Production Manager
. Managed Dialer Production team consisting of 8 dialer production
specialists.
. Managed and monitored jobs for all Sears outbound service contract
call centers
. Performed data analysis of outbound campaigns and made recommendations
for productivity / revenue gains.
. Created reports using Crystal reports.
January 2000 - August 2007
Dollar Tree Stores Inc. Cheaspeake, VA
Help Desk Manager
. Manage daily operations of 1st level, 2nd level and Field services
Help Desk supporting 3000 remote sites, averaging 20,000 interactions
per month.
. Manage internal and maintenance vendor service level agreements.
. Manage maintenance vendor contracts and performance.
. Manage systems administration for all Help Desk applications.
. Responsible for hiring, training, coaching and retention of employees.
. Develop and design reports using Crystal Reports.
. Installation and support of a 3000 store technology refresh of POS and
computer equipment.
. Automation of equipment asset tracking for all store POS, computer
equipment and peripherals.
. Implemented call tracking package with increased capability for
tracking, reporting, escalating and managing customer hardware,
software and training issues.
. Implemented knowledgebase application, replacing troubleshooting
manuals and reducing call handling time.
. Implemented CTI application to include multi-media queuing, priority
queuing, skills based routing, SLA management and call recording.
. Implemented end user self help website.
. Implemented new hire training program, reducing training time and
increasing productivity.
August 1998 - January 2000
Hechingers/Home Quarters/Builders Square Virginia Beach, VA
Help Center Manager
. Manage daily operations of Help Center consisting of 23 technicians,
supporting 246 sites.
. Developed departments restructure to implement expansion plans in
support of users.
. Restructured help center to provide 2nd and 3rd level support tiers.
Interviewed, selected candidates hired and trained personnel for
appropriate positions.
. Manage critical call escalation and notification process.
. Managed various conversion projects for installation of store
equipment in support of company objectives.
October 1996 - August 1998
Sonic Corporation Oklahoma City, OK
Director of Technology Services
. Implemented Point of Sale Help Center operation supporting 275 sites.
. Interviewed, selected candidates hired and trained personnel for
appropriate positions.
. Implemented on site and depot maintenance programs for Point of Sale
equipment.
. Managed testing, development, pilot and implementation phases of SCO
Unix to Windows NT Point of Sale conversion project.
September 1990 - September 1996
Builders Square Corporate Offices San Antonio, TX
Information Systems Support Manager
Projects / Project Management
. Store file server / labor scheduling/ LAN implementation for 100 sites
. New store AS/400, Point of Sale and communications installation 80
sites
. System 36 to AS400 store conversion 40 sites
. NCR to IBM register conversion 80 sites
. Telxon RF spread spectrum implementation project
. Point of sale retrofit for Builders Square II conversion project
. IBM Point of Sale help desk implementation / training
. AS/400 disk drive upgrade project 130 sites
. Installation of all Point of Sale software releases
. Managed Help Center, Telecommunications, Distributed Network, Quality
Assurance and POS Development staff of 25 people
. Trained and managed Distributed Network group for store installations,
special projects, second level AS/400 and Point of Sale support.
. Trained staff and implemented Point of Sale help desk operations.
. Managed merger and cross training of Point of Sale help desk with
As/400 help desk.
. Managed and coordinated vendors in support of projects to include
procurement and delivery of hardware.
. Managed and controlled capital expenditures budget for all projects
. Managed and implemented maintenance providers and maintenance programs
in support of store operations
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