Customer Service Manager
Resume:
Brett W. Shadrick
Aurora, CO 80013
************@********.**.***
EXPERIENCE:
Oct. 2005-Present Vertical IT Solutions, Tampa, FL
Director of Operations-Technical Services Manager
Responsibilities
* Managing a total of 25 data and voice engineers,
operational personnel, and project managers
* Meeting with C-level executives and top 20 revenue
clients on a quarterly basis to ensure client satisfaction
* Facilitating weekly meetings to inform and assess
accounts receivable, engineer operations and expectations,
and sales opportunities and goals
* Resolving all invoice and/or customer disputes company-
wide
* Holding a position on the leadership team for the PACE
process which organized and implemented solutions for
internal conflict
* Working on call 24/7 for emergency problems and quick
resolutions
* Acting as hiring manager to interview and hire potential
employees as well as conducting exiting interviews and
terminations when necessary
July 2004-Oct. 2005 Computer Generated Solutions, Tampa, FL
Operations Manager
Responsibilities
* Supervised an average of 100 technical representatives &
monitored employees on the Avaya 8700 CMS
* Directly managed 25 employees and ensured the accuracy
of their daily responsibilities
* Maintained a high level of customer service and
satisfaction that required answering 90% of calls within 60
seconds or less
* Established a positive employee/management relationship
and ensured that time cards, escalations, and part orders
were processed in a timely and satisfactory manner
* Worked efficiently and effectively in a management
position that required interviewing, disciplining, hiring,
and firing
Sept. 2002-July 2004 Vital Network Services, Tampa, FL
Service Coordinator & Installation Planning
Responsibilities
* Established maintenance contracts with new customers
not already established within our network
* Assisted a select number of employees on a benefits
committee, meeting once a week to survey employee
satisfaction
* Acted as part of the Golden Touch Team which are the
first point of contact for high revenue customers
Added Responsibilities
* Proposed, developed, and implemented a 24-hour on-call
customer service/tier-one tech support to service major US
and UK customer accounts
* Worked as a virtual on-call support to locate
technicians and assist them with a two/four-hour response
time
* Trained tech support, service coordination,
installation planning, and dispatch on software programs
associated with new ticketing systems
Performance
* Awarded 3 Vital Technician Awards- nominated by fellow
employees for recognition of notable contributions to the
company
Aug. 1998-Sept. 2002 Lucent Technologies/Avaya Communications, St.
Petersburg, FL
Team Lead - Service Coordinator (SS2) and Dispatcher
Responsibilities
* Supervised and monitored an average of 20 other
employees as they created, analyzed, and resolved trouble
tickets for data/voice networking services
* Located field technicians in the appropriate locations
and provided phone support for the on-site repairs,
questions, and immediate escalations
* Established relationships with non-maintenance clients
and offered contracts to them as opportunities arose
* Built knowledge in numerous areas of the technology
field in order to handle outside projects with little or no
assistance
* Worked efficiently in a team-oriented environment to
ensure a positive work experience and a high rate of
customer satisfaction *
Exhibited fluency in all windows applications NT, 2000,
2003, maestro, SAP, C-Bold, visual networks, and Alert
Performance
* Knock Your Socks Off - (Twice) Received the highest
recognition on customer surveys
* Numerously recognized for customer satisfaction
* *
Proficant in all Microsoft products, Sonicall, Cisco, Toshiba
EDUCATION: St. Petersburg College, Clearwater, Florida
Dale Carnegie High Impact Presentations
for Mgrs, Tampa, FL
Dale Carnegie Management Training, Tampa, FL
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