Customer Service Manager
Resume:
Debra G. Stobaugh
Temple TX ***02
Cell 703-***-****
Home 254-***-****
Email: **********@*****.***
Summary of Qualifications
Extensive experience in management and customer service, technical support
mentoring, project management, interviewing, hiring, training, team
building and budgeting.
Elite Software 2007=2010
Assistant to the Vice President/Floor Manager. Hired as a Training
Representative and quickly moved into a position of Assistant to the Vice
President. Also have been Interim Technical Support Lead, Interim Sales
Lead and Interim Training Lead. Support customers in all aspects of the
software, including installation, training, trouble shooting and purchasing
of specialty items. As well as marketing and advertising for the company.
. Train customers over the phone on the software
. Escalation point for customers and employees
. Assist in the hiring and screening process
. Assist customers with any technical issues
. Develop manuals for both internal and external use
. Assist with marketing and advertising
. Sales of both the product and specialty items
. Participate in setting company policy
. Assist in new product development
. In charge of advisory panel for new production
. Mentor and train employees
. Attend trade shows
School Board Alachua County 2004-2007
Substitute Teacher. Worked as both a substitute teacher and aide for the
Alaucha County School Board. Duties included mentoring and teaching
elementary age children. Worked as an aide for an autistic child for one
year. Also worked in the ESE class room for one year.
. Mentored children
. Taught major subjects
. Worked on behavior issues
. Administering and grading tests
. Assisted with homework and class room assignments
. Administered appropriate discipline when needed
. Coached children in reading and math
Criticom 2002-2004
Help Desk Administrator. Hired to cleanup data base and upgrade to a new
trouble ticket system. Duties include, evaluating new software, cleaning
up Lotus Notes, recommending upgrades and data entry.
. Cleaning up database
. Reviewing all customer orders
. Evaluating new trouble ticket software
. Reviewing and quoting maintenance for customers
. Project management of new trouble ticket system
. Training on new systems
NET2000 Communications 2000-2001
Manager, Customer Service/Help Desk. Manage a staff of 10-15 technical
engineers for both help desk and video installations. Duties include
staffing, project management, customer service, order fulfillment and
installation of video equipment, integration of two help desk from
FileMaker to Lotus Notes. Also responsible for developing a SOP for help
desk.
. Project management for custom installs
. Project management for service calls
. Troubleshooting MCU's
. Troubleshooting video equipment
. Worked with FileMaker Software
. Worked with Lotus Notes
. Scheduling techs for both service calls and installation
. Meeting face-to-face, video or audio with customers
. Develop SOP for help desk and operations
. Project Management for integration of two help desks
. Interview, hire and train staff
. Conduct one on ones, annual reviews and quarterly bonuses reviews
. Classify job positions as well as writing PD's for all positions
. Tracking of video equipment
. Customer Service escalation point
. Billing and collections
. Daily, weekly and monthly reporting
VIALOG GROUP COMMUNICATIONS 1997-2000
Video Operations Manager. Start up video department. Have grown from 2
staff members to 10 in 2 years. Responsible for growing revenue from
$800,000 in 1998 to 1.7 in 1999. Duties included management of all aspects
of the video department including staffing, purchasing video bridges and
equipment, coordinating overflow with other companies, budgeting and
reporting.
. Responsible for both customer service staff and technical staff
. Customer service and satisfaction
. Project Management
. Set up and manage an ACD for the video department
. Worked with Lotus Notes
. Daily, weekly and monthly reporting
. Mentoring of all employees, plus setting up a mentoring program for
senior staff members
. Training of all employees in all aspects of videoconferencing
. Created standard operating procedures
. Hiring and reviewing all employees
. Classifying positions for the Technical staff and evaluating salary
ranges
. Evaluating and purchasing major equipment to run the video department
(ie..bridges, desktop systems and reservation system)
. Work with all departments in the company including sales, marketing
and senior management
MCI/DAROME, INC. 1995 -1997
Reservations/ Customer Service Manager. Started working for Darome, Inc. as
the Operations Manager in Audio Conferencing for the Washington, DC office.
Promoted to Reservations Manager in the restructuring of MCI Video
Operations Center in April of 1996 while still maintaining my
responsibilities in Audio Conferencing. Started with managing one
department and created two additional, data entry and customer relations.
Managed a staff of over 30. Also assisted in the organization of an
expansion and office move to a new facility.
. Hiring, training and reviewing all employees
. Assisted in classifying positions and salaries for all video staff
. Project Management
. Maintaining and reporting on an ACD
. Daily, weekly and monthly reporting to both upper management and
customers
. Created a customer service and data entry department to meet customer
needs
. Developed an SOP of each department
. Recommended and assisted in the purchase of new equipment.
. Assisted in development of the in house reservation system
. Team building and mentoring. Started a mentoring program for senior
employees
. Customer satisfactions and service, including both face-to-face
meetings with customers and conference calls with customers
. Created staffing and scheduling for a 7 X 24-office structure
. Acting call center manager while searching for a new manager
. Reservations and scheduling operators for the calls
. Designed and maintained a video library
. Operated teleprompter, chyron and audio equipment for taped and live
events
EDUCATION
Attended Indiana University for four years working on a BA in
Telecommunications.
REFERENCES
Available upon request
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