Sales Customer Service

Susan Swarts

E-mail: ********@***.***

Phone: 512-***-****

Qualifications Summary

Highly personable, customer focused professional with over 12 years of

experience in the software industry and 5 years leading customer service

and support teams

. Experience in implementing strategies to increase customer

satisfaction and renewals

. Experience in developing and implementing standardized policies and

procedures

. Expertise in resolving escalated technical and customer satisfaction

issues

. Excellent written, verbal and presentation skills

Professional Experience

GTECH Corporation

Austin, TX

March 2008 to Present

Service Support Manager

Manage a group of operations and network specialists who are focused

on supporting lottery and commercial operations for multiple

jurisdictions

. Make recommendations on strategic issues and reliable tactical

decisions

. Assist Service Delivery Director in the definition of assignments;

analyzing assignments into specific tasks for respective staff;

plan and tracks progress

. Manage gaming systems and other business systems to ensure daily

service levels are met

. Act as Incident Manager for all systems and network events

. Direct and coordinate troubleshooting activities for all events

. Serve as primary contact for multiple jurisdictions

. Maintain adequate staffing levels within the constraints of the

overall budget including recruiting and interviewing candidates

. Provide staff with training, career development, and performance

appraisals

Inquisite Inc.

Austin, TX

February 2000 to March 2008

Professional Services and Support Manager

Responsible for the day to day operations of the Professional services

department that provided custom development and turnkey solutions to

Inquisite's customer base. Also responsible for the day to day

operations of the Support department that provided post-sales

technical support including deploying and supporting a web based

application in both a hosted and installed model.

Management

. Planned and scheduled staff to adequately handle call/email volume

on any point in time to ensure that services level agreements are

met

. Evaluated support cases for common scenarios and provide feedback

to Product Management on features that require additional

documentation or feature changes

. Provide defect summaries to Development and Product Management

. Monitored calls and emails for feedback purposes to drive the

highest level of professionalism

. Managed Professional Services and Support teams including hiring,

firing, performance management and coaching

. Developed individual goals and objectives for direct reports and

monitored team performance and metrics

. Identified clients' need for add-on modules or services

engagements and refer to Sales staff

. Acted as a resource to sales staff when a Sales Engineer was not

available

. Worked with Research and Development, providing input on feature

sets and enhancements for new releases

. Implemented knowledge base and support system in Salesforce.com

for clients

Professional Services

. Managed and planned professional services involvement in scoping

and delivery of custom solutions

. Responsible for overseeing Professional Services related project

planning and execution of on boarding activities for product and

product suite

. Responsible for scheduling, preparation, and delivery of customer

facing product training, including travel for individual team

trainers when necessary

. Set and communicated expectations with customers and internal

teams; including assignment and supervision of projects with team

of project managers

. Reported monthly Professional Services revenue to accounting

. Resolved escalated technical and customer satisfaction issues to

ensure quality and obtain maximum customer satisfaction

Customer Support

. Resolved escalated technical and customer satisfaction issues to

ensure quality support and obtain maximum customer satisfaction

. Communicated complex technical details to a non-technical audience

while fostering credibility with a technical audience

. Assisted clients' IT staff with installing software on their

servers including troubleshooting permissions, Internet

Information Services (IIS) configuration issues, database issues,

software errors and answering software functionality questions

. Ran test cases to duplicate issues, determine resolutions,

workarounds or report to product development

Client Training

. Provided software training to customers and employees at corporate

office

. Developed and delivered customized training programs at clients'

offices

. Developed training guide and class materials

. Worked with marketing to develop technical white papers around

common support issues in effort to reduce support caseload

Pervasive Software

Austin, TX

January 1998 to February 2000

Software Support Engineer

Provided post sales software technical support for a client/server

application via phone and email including:

. Provided technical support for Pervasive SQL, Btrieve, and

Scalable SQL in a client/server (NetWare and NT) and stand alone

workstation environment

. Ran test cases to duplicate issues, determine resolutions,

workarounds or report to product development

. Documented all customer issues including resolution in company CRM

system

. Contributed technical tips and FAQs for publication in the

Pervasive knowledge base

STCR Business Systems

Endwell, NY

March, 1997 to October 1997

Help Desk Coordinator

Provided software and hardware support to clients using point of sale

software

. Provided support on Retail Application, IBM 4680 - 4690

Supermarket Application, Retailer's Accountant also known as

Minding the Store on IBM 4683, IBM 4693, IBM 4694, PC Cash Drawer

and SureOne cash registers

. Responsible for troubleshooting software and hardware issues

. Reported issues with custom programs to the programming department

. Reported problems with IBM's base code to IBM

. Documented all client issues and resolutions

Education

State University of New York

Tompkins Cortland Community College

Associate in Science, Computer Science

May 1990 Graduate

Honors

Passionate Service Award, 2007

Passionate Service Award, 2005

Inquisite MVP, 2004

Inquisite MVP, 2003

Accountability Award, 2003

Outstanding Achievement in Service Award, 2002

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