Manager Customer Service

david m. wardrop

**** ***** **** **** ~ Roy, UT 84067

H: 801-***-**** ~ C: 801-***-****

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

Operations manager

Dependable, trustworthy professional with a strong background in management

and customer support. Well developed organizational, written and verbal

communication skills. Adept at balancing priorities in a fast-paced

environment. Skilled in building motivated, cohesive teams that are driven

to achieve goals and deliver the highest level of customer service

excellence.

Areas of Expertise:

. Business Plans

. Financial Projections

. Interdepartmental Liaising

. Strategic Planning

. Staffing and Training

. Interpersonal Relationships

. Analytics

. Computer Literate

. Team Management

.

"David is a remarkable asset to our company. We can count on him to get

the job done well, every time. He is the one you go to for true leadership

- his employees are fiercely loyal to him."

Terence "Mac" McCullough, Regional Director, Boys and Girls Clubs

Career highlights

Increased the quality and efficiency of Medicity's customer support,

increasing first call resolution from 62% to 90% through improved policy,

process and/or tools.

Received numerous awards at AOL, including Team Excellence award, Member

Services Team Excellence Award and Does Whatever It Takes Award.

Designed a new process for Beta testing software updates to ensure timely

product release, which was adopted by the international teams who were

struggling with meeting delivery times.

Eliminated expenditures for central-location training and prevented

downtime for current projects, by training international teams on software

updates process via email, phone and teleconference calls.

Served on Board of Advisors for two educational institutions, Stevens-

Henager College in Ogden, UT and Certified Careers Institute in Layton, UT.

Professional experience

Customer Support Manager, medicity, inc., Salt Lake City, UT

2008 - 2009

Connecting Health Information Exchange communities with adaptable, scalable

and secure software. Managed 16 customer support engineers and 4 technical

account managers.

. Hired, scheduled, provided formal training and informal coaching, handled

performance management, and resolved escalations via email and phone.

. Increased number of policy and procedure documents from 14 to 77 and

improved engineer tools.

. Assisted in preparation of proposals in response to customer requests for

proposals (RFPs) by identifying RFP requirements and assigning support

staff to each proposal element.

. Clarified customers' information needs, communicated these information

requests to other departments and ensured responses to customers were

clear and understandable.

. Coordinated technical responses to current / prospective customers to

match their information needs.

. Increased incident response time of closing all cases within the first 24

hours, from 65% to 95%, while still providing high quality customer

support.

. Completed special projects to support the Sales and Commercial Operations

organizations.

. Managed CSR's effort to refine / improved feedback process to product

development teams.

. Developed close working relationships with key team members across

departments.

. Managed and coordinated information requests from customers and

stakeholders.

. Supported and maintained high morale and low turnover among team members.

david m. wardrop - page Two

professional experience Continued

Juniper Networks Operations Manager, convergys inc., Ogden, UT

2005 - 2008

An IT and computer networking company with routers, switches, firewalls,

intrusion detection systems and VPN hardware. Managed the largest technical

assistance center world wide with 11 team leads and 180 certified network

engineers and customer support agents. Increased team by 6 managers and 60

engineers, reduced attrition by 30%, increased revenue from $7M to $12-15M

and increased P&L by 8%.

. Developed, maintained and tested project's business continuity plan.

. Planned for upcoming organizational needs, implemented strategies in a

proactive manner, analyzed performance results and implemented department

improvements.

. Improved client interfacing of all forms of communication and reporting

through bi-weekly, monthly reporting and daily communications,

maintaining understanding of client-specific training, and resolving

escalated customer complaints.

. Analyzed and maintained all Client Service Level Agreements - attained

contracted service level agreement standards and quarterly bonuses for 8

consecutive quarters.

. Responsible for expense management, achieving of budgetary measurements,

maximizing revenue generated efficiency, and supporting long and short

term financial projections.

. Supported the data collection for billing process, including ISRS,

billable / non-billable hours.

. Determined appropriate staffing levels, implemented strategies to ensure

the efficient operation, and worked with support departments to ensure

staffing strategies were effectively executed.

. Selected, trained, developed and managed performance of professional and

non-exempt reports.

. Provided prompt and objective coaching and counseling; and coordinated,

planned, and assigned work for staff in accordance with the

organization's policies and applicable legal requirements.

Technical Manager, America online, inc., Tucson, AZ

1999 - 2004

Internet services and media company. Managed 10-18 employees and 2-3 senior

level QA Engineers.

. Completed 50-90 beta tests p/y with registered tester populations

totaling from 300,000 to 650,000.

. Improved the AOL software development cycle by ensuring beta sign off

during requirement definition stages of the Software Development Life

Cycle versus the final testing stages.

. Conceived 12-17 sweepstakes and promotions with awards for participating

testers, which involved liaising with multiple departments to secure

contest approval in 24-hour turnaround time.

. Created online areas for other departments within company, networking

information between teams.

. Recruited, hired, mentored, and retained outstanding talent for the Beta

/ QA department; which out of 300 employees in the department were in the

top 5% of performers for 3 consecutive years.

. Prevented 1,000 technical support calls per month by delivering a new

beta tester population of 100,000 testers in 2 weeks time allowing the

company to deliver a connectivity update.

. Increased tester sessions and decreased reliance on popup promotional

inventory by 2-3 million impressions per month by creating a new testing

area and concept.

. Realized for the company $1-2 million in freed promotional inventory per

month by increasing take rate of promotions from 2-4% to 9-11%.

. Saved the company $30 million per quarter and reduced call volume to the

call centers by 40% by gathering information for Development to identify

main.idx corruption in AOL 7.0 software.

. Eliminated 3 million calls to the call center and saved approximately $18

million dollars by designing a popup that prompted either an upgrade to

software or a CD delivery to update software.

. Reduced multiple departments turn around time and project deadlines by

developing software revision FDO code which delivered content to members

based on revision.

education / certifications

Computer Science Certification, Ogden / Weber Area Technology Center,

Ogden, UT

Emergency Medical Technician Certification, Weber State University, Ogden,

UT

Earning BS, Information Technology, University of Phoenix, Tucson, AZ

On-the-job training

Microsoft Certified Training 802/983 Windows NT/2000

Managing within the Law / Essentials of Management / Managing Conflict /

Standards of Business Conduct / Sexual Harassment Prevention / The Art of

Selling / Selling Benefits and Features /

12-17 Sales Training Classes through Goodyear Tire & Rubber Company

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