Customer Service Manager
Resume:
WAYNE R. WAYMAN II
Pilot Point, TX 76258
************@*****.***
Summary: A highly motivated and dedicated professional with over 16
years experience in supervising and managing people,
accounts and projects. A very results oriented individual
with proven results in managing tough projects and accounts
through excellent organizational, communication and
leadership skills.
SUMMARY OF QUALIFICATIONS
SUN MICROSYSTEMS Inc. Dallas, TX.
6/00 to 01/2010
Enterprise Support Account Manager - TopX Elite accounts
. Managed the day-to-day services and support issues
that arose for the Verizon and Verizon Wireless
account; responsible for bringing in $240M annually
is hardware sales and $69M/ in services revenue.
. Coordinated and managed Sun resources including Sun
badge support engineers, field engineers and
partners.
. Responsible for increasing revenue in my account by
over $400K year over year.
. Assisted with support management by meeting customer
satisfaction goals, developing customer
relationships, understanding the virtual team
associated with an assigned account and utilizing the
appropriate resources at the appropriate times to
meet contractual service obligations and to help
maximize customer system availability.
. Acted as escalation coordinator, customer advocate,
and single point of contact for customer for all
service related issues.
. Provided root cause analysis on production outages
and developed preventive and proactive account
solutions tailored to customers specific environment
to insure their environment maintained the highest
level of availability.
. Managed joint escalations between multiple venders
such as Oracle, Veritas and others, to find a
solution for the customer.
. Created Services Delivery Plans for each individual
business unit within the customer environment.
. Participated in account planning and definition of
Service Level Agreements.
. Acted as a customer advocate within Sun for Sun's
Services by insuring that the customer's service and
support experiences are consistently handled in a
professional and timely manner .
. Maintained, gathered and presented; account history,
trends, outages and product information to customers
on weekly and monthly basis.
. Identified additional sales opportunities within the
account by keeping accurate inventories, looking for
Professional Services opportunities within the
account and identified managed service opportunities
within the account.
Customer Service Manager - Strategic Account Services- TopX Telco accounts
6/00 to 07/01
. Responsible for overseeing on-site and remote engineers in
large scale data centers across the U.S. supporting the
Verizon and Verizon Wireless corporation. Managed 20 to 30
field and on site engineers daily activities.
. Responsible for employee development, forecasting
budgets, putting together and presenting corrective
action plans and identifying training needs within
the organization to insure service and support
readiness.
NETWORK ASSOCIATES Inc. Dallas, TX
6/99 to 05/00
Enterprise Support Supervisor- McAfee Antivirus Corporate Support
. Supervised 25 to 40 support analysts supporting
corporate customers on McAfee virus scan products
over multiple platforms and operating systems.
Ensured that Level of Service requirements were being
met.
. Successfully demonstrated value by increasing
customer satisfaction surveys while reducing hold
times and repeat calls.
. Responsible for Call Center queue management, as well
as organizing staffing needs to accommodate call
volume and internet activities based on virus warning
levels.
. Compiled statistics on service levels, customer
service, and call volume to outline trends and chart
projected business needs accordingly.
. Conducted monthly reviews for all of support staff.
. Documented polices and procedures in accordance to
company needs and structure.
. Organized and procured training needs and agendas
based on new product releases. Implemented creative
ways to keep staff motivated and focused on becoming
best of breed global organization.
. Worked with local staffing agency's to identify
staffing needs on a quarterly basis and recruit top
candidates as needed.
Front line Call Center Manager - McAfee TSD Virus scan
2/99 to 6/99
. Handled escalated calls from customers and work towards a
resolution to insure complete customer satisfaction, while
demonstrating value add in our support services.
. Increased customers overall service experience based on
completed call survey results by over 11% in just a four
month time period.
. Interacted with sales staff to ensure customer requirements
were being met.
XEROX CORP. Lewisville, TX
7/96 to 2/99
Multivendor Technical Support Supervisor
. Supervised 25-35 telephone support analyst in a 24
hour call center. Ensured that
contract requirements and service level
agreements were being met.
. Handled and resolve escalation issues from irate
customers and work towards a solution to insure
complete customer satisfaction.
. Interacted with other internal management staff to
insure smooth operation and open communication exists
between them.
Outlined team goals and objectives on a monthly
basis. Outlined training curriculum for new hires
and procure documentation on new products supported.
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