Manager Customer Service
Resume:
Lebanon, TN ***** 615-***-****
*****.**********@*****.*** Jason Stone
Summary An experienced leader in Information Technology
with proven track record of success in people
development and management, as well as extensive
project and process management both within the
Information Technology sector and beyond. Skills
include:
* Project / Process Management * Cost
Containment and Reduction
* Budgeting
* Training
* Customer Service *
Strong Technical Skills
* Corporate Event Planning *
Risk Management
* System Scope Development * Process
Documentation
Experience 2008-2009 Cracker Barrel Old Country Stores,
Inc. Lebanon, TN
Senior Manager of Support Services
Instructed Supervisor of Technical Support Help
Desk.
Implemented "home-grown" interactive intelligence
software for premium performance in PC / Technical
support.
Activated CISCO Call Center applications generating
clarity in reporting Call Center activity, and ACD
call distribution.
Directed Manager of Enterprise Operations
Oversaw operations of a 24 X 7 data center, housing
AS400 main frame, SANs disk storage environment,
all networking and phone equipment for corporate
office, data servers (both free standing and
virtual servers), data center infrastructure (UPS
backup units, AC, power needs, etc.)
Managed group of 24 X 7 data center Computer
Operators
Guided a group of four Systems Administrators for
UNIX, HPUX, AS400, and remote communications
application systems and Database Administrator for
SQL Databases and various related systems.
Administered and developed Capital Budget for
department, at approximately $2 million, and a G&A
Budget of approximately $2 million.
Accomplishments:
Re-negotiated multiple contracts to generate an
annual savings of approximately $50,000.
Re-purposed UPS battery back-up saving $20,000 in
replacement cost.
Saved over $100,000 annually through development of
new plan to eliminate support contract(s).
1997-2008 Cracker Barrel Old Country Stores,
Inc. Lebanon, TN
Store Support Supervisor/Manager
Promoted to Supervisor, then Manager over the
Technical Support Help Desk.
Led day-to-day operations of the help desk,
expanding the help desk to a 24 X 7 function with
approximately twenty Help Desk Analysts and two
Senior Support Specialists.
Implemented and developed intimate knowledge of
Call Center ACD systems.
Jason Stone Hired and developed of Call Center team.
Page two Scheduled staff to accommodate volume and workload
balancing.
Accomplishments:
Sustained very low turn-over with dedication to
employee development and high standards for hiring
practices.
Maintained a 97% approval rating from customer
base, while expanding support to all field users
(DM's, RVP's and other field based employees).
Created corporate training program on technical
applications utilized throughout the Organization
(Word, Excel, Power Point, etc.). Utilized help
desk team to implement this training of other
departments.
1995-1997 Cracker Barrel Old Country Stores,
Inc. Lebanon, TN
Store Support Help Desk Analyst/Senior Support
Analyst
Processed incoming calls to Cracker Barrel's
internal technical support help desk, resolving
technical issues on POS system, back-office windows
systems, and SCO UNIX Server.
Trained new employees hired on help desk on job
duties
Oversaw day-to-day operations on shift serving as
shift supervisor.
1991-1995 Cracker Barrel Old Country Stores,
Inc. Lebanon, TN
New Unit Opener
Traveled across country to implement procedures for
opening new Cracker Barrel stores.
Hired and trained new employees in job duties
Developed and implemented new training practices
Other Activities Other activities involved in:
Served as lead on Field Management Meeting planning
committee. Held meetings at Gaylord Opryland hotel
for approximately 2000 Managers from stores. Held
meetings at resort in Destin, Florida for
approximately 300 District Managers and Regional
Vice Presidents and held meetings at Double Tree
Hotel in Nashville for same group. These meetings
encompassed months of planning for entertainment,
as well as meeting content and presentation
methods. Coordinated speeches from executives, and
motivational events.
Coordinated resources for response teams to stores
in the event of a Hurricane at a coastal store
serving as lead on Hurricane Response team.
Planned and coordinated corporate events such as
summer family picnic, holiday party, various
holiday events and functions throughout year for
Home Office employees serving on "Barrel Bunch"
committee.
Lead on Home Office safety committee. Prepared
for, and served as building representative during
any weather events, or any instance that required
coordination of safety of building employees.
Prepared information for, and served on, "Core
Team" responsible for confidentially coordinating
resources in the event of a store closure.
Gathered information needed for Operations team to
take necessary steps to permanently close an under
performing Cracker Barrel store
Education 1989-1993 Tennessee Technological University
Cookeville, TN
B.S., Business Administration / Business Management
and Human Resources
Minor in Psychology
Double Minor in Social Sciences
Interests Vice President of Board of Directors for "The
Potter's House" and "IKE Services (Inner-city Kids
Empowerment) programs. Tutoring and Mentoring
program for at-risk children.
References
References available upon request.
Contact this candidate