Customer Service Manager

Summary of Qualifications

Fourteen years of progressive experience, aggressive development and

responsibility in management. Displayed proven abilities to be reliable

and productive in achieving company goals.

Experience

BMM Compliance Las Vegas, NV Aug. 2007-

Present

Director, Information Technology and Business Productivity

Responsible for establishing, planning, and administering the overall

policies and goals for the information technology department on a Global

level for BMM Compliance. Also responsible for analyzing the needs of

departments and establishing priorities for systems design and

implementation to develop new and/or modify the company's information

processing systems.

Restructured network shares and backup plans for critical company data.

Implemented Microsoft SharePoint for company Intranet along with individual

department sites.

Implemented a Service Request Ticket System via SharePoint for all IT

requests to be categorized and monitored.

Oversaw the implementation of Hosted Exchange 2007 and SharePoint on a

global level for BMM.

Oversaw the design, development, transition of data (from NetSuite) and

support of a custom built CRM/Project tracking system

Aristocrat Technologies, Inc. Las Vegas, NV

Jan. 2004-Jul. 2007

National Service Support Center Manager

Directed two teams of approximately 9 staff members each who are

responsible for receiving all incoming service calls regarding company

products. Established service standards and service metrics to track daily

service calls against pre-determined service levels in categories such as

call answering time, abandoned calls, calls closed in the same day, and

calls escalated. Monitored service metrics to structure staffing,

training, and service systems to achieve customer service level.

Monitor a national 800 number program for all customers requiring support

for Aristocrat Products. Analyzed available services, reviewed costs,

operation methodology, and implemented new programs. Regulated regional

service managers to insure proper training and operation of the regional

customer service program.

Developed and implemented Call and Case coaching tools and standards.

Established "Case Wellness" monitoring and guidelines to increase awareness

to aged and idle cases (automated reports to individuals on a daily basis).

Implemented Reader Board to increase awareness of ACD call volumes to

staff.

Utilized SharePoint and developed InfoPath forms to work in conjunction

with SharePoint.

Documented all call and case workflows in MS Visio along with procedures

for each.

Developed automated escalation triggers for EGM cases and the procedures to

be followed at each escalation point.

Implemented Technical Escalation process for "OASIS - Support" and "EGM -

Break Fix" issue.

The process involves the Support Center, Technical Support and R&D taking

ownership of issues based on time to ensure the customers are getting the

appropriate attention.

Manage the "Advocates for Aristocrat" survey program. This includes setting

up the automation to ensure customers are surveyed in a timely manner,

working with the 3rd party survey company to ensure the reports give us the

level of detail needed for analysis.

Aristocrat Technologies, Inc. Las Vegas, NV

Aug. 2003-Jan. 2004

Program Manager

Accountable for managing the customer upgrade program included with the

OASIS software maintenance agreement. This position managed all vendor

relationships, setup internal processes, audit those processes, established

service levels, and tracked progress of overall program. Managed the

coordination of site visits for post upgrade feedback and ATI resources to

address any issues uncovered during the customer's upgrade.

Aristocrat Technologies, Inc. Las Vegas, NV

Dec. 2002-Aug. 2003

Project Administrative Supervisor

Responsible for insuring critical date in the OASIS project management

process are met in order to deliver quality installations to customer. Key

responsibilities include directing and reporting of project administration

related activities on the project managers, escalation of issues when

projects are in jeopardy to the Director of Project Management, management

and development of the Las Vegas based Central Implementation Specialists

and OASIS Hardware Technician Teams, coordination of deliverable on all

projects and supports the Director of Project Management. Coordinated

project activities including, but not limited to, project audit meetings,

project close out meetings, executive visits and all project tracking

reports. Data correlation and reporting as required by Senior Management.

Developed standardized reports to capture data.

Developed utilization database and web reporting.

Created department and team based websites to facilitate information

sharing and common document repository.

Worked in conjunction with other departments to improve our parts ordering

and delivery processes.

Convergys Inc. Tucson, AZ Oct 2000-Dec

2002

Operations Manager / Technical Manager

Directly supervised 8 team managers with teams of 25 people utilizing

subordinate management to improve motivation and productivity.

Accountability of troubleshooting and analyzing operational aspects to

exceed internal and external customer expectations. Actively train and

develop personnel on technology updates to promote cycle time reduction and

quality improvement. Consistently and effectively work with partner sites

and the client to improve work environment, policies and procedures.

Standardized polices and procedures for Microsoft Escalation Team and

Consult Line

Responsible for key areas while Convergys worked to obtaining COPC

certification.

Managed Microsoft Tier 2 and 3 support in three different countries

Convergys Inc. Tucson, AZ Feb 1998-Oct

2000

Technical Lead / Escalation Engineer / Support Professional

Provided technical phone support for Microsoft customers for the following

applications:

Windows 95, Windows 98, Windows 98SE, Windows ME, (trained in Windows XP

Home and Pro also) Internet Explorer 4.x/5.x/6, Windows Media Player, Net

Meeting, Outlook Express 4.x/5.x and other applications included with

Microsoft Operating Systems. (All training was developed by Microsoft and

delivered via Microsoft personnel or Microsoft Certified Trainers on site.)

Also provided Tier 2 and 3 support via email and phone for the above-

mentioned products.

Mar-Den Inc. Willcox, AZ Jun

1994-Jan 1998

Information Technology Manager

Build and maintain networks on Windows 9x and NT platforms. Implement

databases to record all business transactions efficiently. Manage

information system resources to determine their monetary effectiveness.

Regularly renegotiate and monitor contracts to keep costs down.

Education

Western New Mexico University Silver City, NM 1996-

1997

Bachelor of Science in Administration of Justice

Dean's List and Honors Society

GPA 3.4

Cochise Community College Douglas, AZ 1994-

1996

Associate of Applied Sciences, Administration of Justice

Affiliations

National Criminal Justice Honors Society Member 1997-

Present

Skills

Operations/engineering Database Design

Supervision Inventory Management

Facilities Management SQL Server 2000

Procedures/Policies Mac OS X 10.4 & 10.5

Problem Resolution Microsoft Operating Systems (Windows 95,

Cost Reduction Strategies 98, 98SE, ME, 2000, XP Pro, Vista and

Customer Service Windows 7)

Training/Development Visual Basic 6

Production Management Microsoft Visio

Quality Control MS Office Professional 97, 2000, XP, 2003

and 2007

MS Office 2008 (Mac)

Microsoft Project

Certifications / Awards

Microsoft Certified Professional:

Exam 70-073: Implementing and Supporting Microsoft Windows NT Workstation

4.0

Exam 70-215: Installing, Configuring, and Administering Microsoft Windows

2000 Server

Microsoft Quality Award

Microsoft Windows Escalation Certificate

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