Customer Service Quality Control
Resume:
Thomas L. Williams
Hot Springs, AR 71901
Phone 208-***-****
Experience Overview:
Over 25 years Experience in Customer Service, Technical Support, and
Project Management
Management Experience (17 years)
Excellent Customer Service Skills - Customer Focused
Excellent People Skills, Motivational Skills, Team Building Skills and
creating a Win/Win Environment
Excellent in Developing SLA's
Excellent Project Management skills, (Member of Project Management
Institute)
Excellent Analytical Skills
Excellent Contract Negotiation Skills
Excellent Vendor Management Skills
Member of Help Desk Institute
Member Project Management Institute
Knowledge of: 6 Sigma, TQM, and Microsoft MOF
ITIL Certified
Employment:
Director Custom Service & Training 05/07 - 08/09
TriGeo Network Security
Post Falls, ID
Direct all resources for TriGeo's Technical Support, Manufacturing, and
Training departments. Have completely rebuilt each of these departments
implementing all new customer focused processes and procedures. From an
initial detailed analysis I created a strategic action plan that produced a
Customer Support department with vastly increased customer satisfaction
while at the same time reducing operating cost. Implemented a global
"follow the sun" customer support department as we have expanded our
products to other countries. Implemented a continuous process improvement
program to insure that the department continued to improve. Implemented a
pro-active customer calling campaign to create a "We Care Attitude" With
our customers. Provide all Post-Sale hardware and software support for our
TriGeo software products. The current customer satisfaction rating is
over 90% and 95% of all calls are answered within 20 seconds.
Director of Technical Support 07/05/05 -05/15/07
AVST (Applied Voice & Speech Technologies)
Bellevue, WA 98004
Responsibilities: Directed all resources necessary for creating and
maintaining a "World Class Technical Support Department" for AVST software.
This included a total analysis of the original environment, documentation,
metrics, Service Level Agreements, training, processes and procedures, and
quality control. From this analysis I created a Strategic Action Plan that
produced a World-Class Technical Support department with vastly increased
customer satisfaction while at the same time reducing operating cost.
Implemented a global "follow the sun" customer support department.
Implemented a Continuous Process Improvement program to insure that the
department continued to improve. Implemented a pro-active customer calling
campaign to create a "We Care Attitude" With our customers. Provide all
Post-Sale hardware and software support for our Unified Messaging and Voice
recognition software products. AVST is a leading developer of enterprise
communications solutions for businesses of all sizes. Through its world-
class unified communications platform, CallXpress, and its innovative
speech application module, Seneca, AVST offers the industry's most powerful
suite of second generation enterprise communications solutions including
voice messaging, unified messaging ("UM"), speech-enabled applications
(including automated attendant and mobile worker access), and call
processing (including embedded IVR). Knowledge in NEC SV700, Qmaster ACD
software, CallXpress, Seneca, SalesForce administration, SymonView
Software, Sim ACD and Call Center Designer software. OS Platforms
supported; Windows 2000, Windows 2000 Server, Microsoft Exchange, Windows
2003 Server, Windows 98, Windows NT 4.0, 2000 SQL Sever and Crystal
Reports.
Director Customer Support and Operations 11/04 - 7/01/05 - Large Staff
reduction eliminated position
VantageMed Corporation
Kansas City, MO 64153
Responsibilities: Directed all resources necessary for the creating and
maintaining of a "World Class Customer Service Department" for VantageMed.
This included a total analysis of the original environment, documentation,
metrics, Service Level Agreements, training, processes and procedures, and
quality control. From this analysis I created a Strategic Action Plan that
produced a World-Class Customer Service department with vastly increased
customer satisfaction while at the same time reducing operating cost.
Implemented a Continuous Process Improvement program to insure that the
department continued to improve. Implemented a pro-active customer calling
campaign to create a "We Care Attitude" Provide all Post-Sale hardware and
software support for our medical practice management software products.
Knowledge in Connect Care CRM software, SymonView Software, Sim ACD and
Call Center Designer software. OS Platforms supported; SCO Unix, Windows
2000, Windows 2000 Server, Microsoft Exchange, Windows 2003 Server, Windows
98, Windows NT 4.0, 2000 SQL Sever and Crystal Reports.
Director Of Information Technology 12/02 - 11/04
National Healthcare Alliance (Locum Tenens and Permanent Physician
Recruitment and Placement)
3630 Jim Moore Rd
Dacula, GA 30019
Responsibilities: Directed all resources necessary for creating and
maintaining a "World Class Information Technology Department" for NHAI.
This included a total analysis of the original hardware and software
environment. From this analysis I created a Strategic Action Plan to
rebuild the I.T. department. This included: LAN/WAN infrastructure,
Hardware/Software, Support, Operations, Customer Support, and Data
Security. Major Accomplishments: Implemented a total Windows 2000
LAN/WAN/VPN environment. Implemented a Windows 2000 SQL Server database
(Deskflow, Human Resource software) to replace 57 separate ACT databases.
Implemented a custom designed cost saving Linux Firewall system. Knowledge
in MS Windows 2000, Windows 2000 Professional, Windows XP, Windows 98, 2000
SQL server, Debian Linux, Redhat Linux, MS Office Suite, MS Project, Visio,
and ACT.
Director Of Customer Service 4/00 - 6/02
NDC/TechRx Inc, NOTE: The pharmacy software division of NDC was purchased
by TechRx, Inc. after 6 months
2220 Park Lake Dr Large staff reduction eliminated position
Atlanta, GA 30345
Responsibilities: Directed all resources necessary for the creating and
maintaining of a "World Class Customer Service Department" for TechRx
Pharmacy Software. This included a total analysis of the original
environment, documentation, metrics, Service Level Agreements, training,
processes and procedures, and quality control. From this analysis I
created a Strategic Action Plan that produced a World-Class Customer
Service department with vastly increased customer satisfaction while at the
same time reducing operating cost. Implemented a Continuous Process
Improvement program to insure that the department continued to improve.
Implemented a pro-active customer calling campaign to create a "We Care
Attitude" With our customers. The Customer Service Department consisted of
two locations with over 70 support staff. The customer base consisted of
over 8,000 pharmacies using our pharmacy software and Point Of Sale systems
via in house computer systems, or our ASP WEB based pharmacy application.
Provided all Pre-Sale and Post-Sale hardware and software support for our
products. Supported all 3rd party insurance payment transaction, and
verifications. Managed the customer data collection systems and
distribution of this data. Knowledge in Nortel Meridian, Nortel Symposium,
Inter-Voice Brite IVR, Connect Care CRM software, SymonView Software, Sim
ACD and Call Center Designer software. OS Platforms supported; SCO Unix,
AIX, Windows 2000, Windows 2000 Server, Windows 98, Windows NT 4.0, SQL
Sever and Crystal Reports. (TechRx was sold back to NDC and position was
eliminated)
Director of Service and Sales Operations 5/99 - 4/00
Inacom Information Systems
Little Rock, AR, 72223
Responsibilities: Directed all resources necessary for the support and
operations for Inacom Information Systems of Little Rock. Created a new
service and sales model that changed the whole focus of the company from a
VAR (reseller) to a Service Provider. Created new Service/Sales Model that
included Field Support, Project Management, Help Desk Consulting, and
Complete Life Cycle management. Designed new processes and procedures for
efficient operation of all corporate departments. Redesigned internal
Operations this included: The Support Center, Service Dispatch,
Telecommunications, Field Service and internal Sales. Excellent working
knowledge in all Microsoft Office Products: Word, Excel, Access, Project,
and Power Point. Knowledge in: Ben Data Heat, Goldmine, Magic Helpdesk,
Software Artistry, and Novell Groupwise. (Part of Inacom was sold and job
was going to be eliminated).
Director of Customer Service and IT Operations 4/95 - 5/99
Beverly Health Care Enterprises
5111 Rogers Ave
Fort Smith, AR 72919
Phone - 501-***-****
Responsibilities: Directed all resources necessary for Beverly Health
Care's Computer Operations, Customer Service, Field Service,
Telecommunications, and Technical Support departments. The Support Center
and Operations department consisted of over 200 staff members. Created a
Strategic Action Plan that produced a World-Class Customer Service
department with vastly increased customer satisfaction while at the same
time reducing operating cost. Implemented a Continuous Process Improvement
program to insure that the department continued to improve. Developed
numerous team building, quality control, and employee training programs.
Created the internal WEB based Intranet site for training, reporting,
FAQ's, and general employee information. Improved customer satisfaction
from 40% satisfied and very satisfied to over 85% in 6 months. Reduced ASA
from 2 minutes to less than 30 seconds without increasing staff. Provided
customer service for all Corporate and Nursing Home software, billing, data
collections and ordering systems. Managed all national vendor hardware
maintenance and service contracts with such companies as IBM and Dell.
Managed all I.T. warehouse logistics. Knowledge in: Lucent Definity G3,
Lucent Conversant, Lucent Centre Vu, Software Artistry, Magic Solutions,
Tivoli Systems CRM software, Novell 3.11, Novell 4.0, HP-UX Unix, Windows
NT 4.0, Windows 3.11, Windows 98, and HP Openview. The LAN/WAN consisted
of over 800 remote locations and 19 corporate locations with 1200 corporate
users (400 Citrix) and 37,000 computer devices connected to the main
corporate office via VSAT Satellite or Frame Relay. Each location
consisted of a Novell Network connected to an IBM System 36 or AS400 via a
gateway interface.
Manager Failure Analysis Department 6/80 - 2/87, 2/90 -
4/95
AST Research/Radio Shack
1001 N.E. Loop 820
Fort Worth, Texas 76131
Responsibilities: Directed the Root Cause Analysis lab and Quality Control
for AST Computers Customer Service Server Division. Conducted Root Cause
Analysis on all defective AST servers and Laptops for the Failure Analysis
Department. Project Manager for the installation of the Call Centers
Intelligent IVR systems, fax systems and call management servers.
Excellent with Cause and effect problem determination. Knowledge in Novell
3.11, SCO Unix, Windows NT 3.5, Windows 3.11, all versions of DOS, Aspect
ACD, and Remedy software.
Education:
United Institute of Electronics, Louisville, KY, Major: Electronics,
Electronics Technology
Southwestern College, 1986 - 1988, Waxahacie, TX, Major: Psychology
Woodcrest BA Business program 1985
Novell CNE, Microsoft MCSA, MCSE, MCDBA, Various classes and certification
in Windows and Unix.
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