Customer Service Manager

* ********* *******

***** ******* *** *

Forest Lake MN 55025

Home: 651-***-****

Cell: 651-***-****

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Education

Bachelors: Business Management National Louis University GPA 4.0

Associates: Business Administration Roosevelt University GPA 3.8

Work Experience/Accomplishments

May 2009 - Current: Customer Service Administrator/2nd Lev Support

Summary: Issued service orders and provided 2n Level Support on repair for

IBM ServiceMaster (Domestic), IBM Whirlpool (Global) and IBM Amgen

(Global).

. Train, coach and mentor all new employees

. Conduct all UAT (User Acceptance Test) on all new turn-ups

. Attend weekly project meetings

. Work assisting help desk with customer issues from US and MOW (Most of

World)

. Work on both installation and repair issues

. Open and close MAC orders including billing

. Open and close repair tickets

. Work with LEC and CLEC in resolving customer issues and order issuance

. Update share drive information as it becomes available

Nov. 2000 - Dec. 2009: Operations Manager Mc LeodUSA Telecom

Summary: Managed three switch sites, 86 leased access sites and up to 40

field and switch technicians.

Responsibilities and accomplishments include but are not limited to:

. Maintain daily work schedules of 25 switch and field technicians

. Provide coaching, mentoring and training

. Conduct semi-annual appraisals

. Support the Chicago area sales team, assisting all members in meeting

monthly objectives

. Promote teamwork and maintain a positive working environment for all

employees

. Assign geographical field technician territories according to work

load

. Conduct weekly quality checks on all employees work

. Daily follow-up with customers on work performed

. Review and approve all time cards on a daily basis

. Prepare quarterly preventive maintenance schedules for all switch and

transport equipment for 3 switch locations and 86 leased access

facilities throughout the Chicago Metro area

. Implemented and trained all personnel on new Company processes

. Supported Customer Care Manager daily working all repair issues with

services off our facilities

. Maintained a workforce that was 100% Certified on all equipment yearly

. Implemented changes that increased efficiencies by training each

technician on each piece of equipment within his/her work area

. Conducted spot inspections and weekly rides with each employee

. Rotated position with the Call Center Manager and work with the repair

and installation representatives

. Lead various Company projects, scheduling meetings and setting agendas

. Migrated over 500,000 lines from one switch site to another,

coordinating each cut with several LEC and CLEC companies. This

Project was completed 2 months ahead of time and had little or no

impact on the existing customers, maintaining 99.999% performace.

Nov. 1972 - April 2000: Ameritech/SBC

. Began career as a service order writer.

- Due to my excellent work ethics I promoted to Central Office Technician

within 6 months.

. Worked in the central offices as a frame attendant and transport

technician.

- As a frame attendant I worked orders with great efficiencies, always

receiving excellent reviews.

. Special Service Order coordination.

- After 3 years in this position I was promoted to supervisor over my

peers and quickly gained the respect within the group.

- Task to set up a special department to assisted Illinois Bell in the

deregulation process.

- Built a call-center from the ground up and consolidated several centers

into a One-Stop Call Center consisting of 80+ representatives.

- Developed managed and programmed an ACD (Automatic Call Distribution)

system

. Transferred to the repair and installation managed a call center.

. Managed and directed the activities of field technicians who provided

installation and maintenance to customers in the Chicago downtown area.

. 2000 - April left company for early retirement, rehired in July on

contract to manage One-Stop call center.

Systems and databases: Remedy, AS400 (Repair system), F&E (Service Order

System), Outlook, Lotus Notes, all Microsoft products, TIRKS, WFA, Oracle,

Conquest, NetBos, ProComm, TBS, Lawson, AOTS (MACD provisioning system),

GPS (Trouble ticket system), Maximo (IBM's universal ticketing system)

Skills: Yellow Belt Training, Office management, Customer Service, Call-

Center management, Field services, Budget variance reporting, and all

Microsoft products, CompT1A+A, Work Force Administration, Employee

management, Working knowledge of LEC and CLEC operations.

Contact this candidate