Customer Service Sales

DOUGLAS WYNNE

**** ******* ***** ****: 770-***-****

Powder Springs, Georgia 30127 *******@*******.***

Cell: 770-***-****

HELP DESK/SERVICE DESK MANAGEMENT

Delivers superior customer service with complete professionalism to

internal and external customers through effective and measurable

improvement in Help Desk/Call Center productivity, efficiency, and budget

control along with Corporate, Sales, and Technical training resulting in

reduced costs and increased contributions to support scalable and strategic

corporate goals and objectives.

An innovative, highly effective support expert with an extensive and wide-

ranging 20-year history of achievement and demonstrated success

streamlining operations while improving productivity and fueling revenue

growth across multiple departments resulting in reducing expenses,

exceeding goals, and increasing company respectability.

Highly skilled at leading large groups of people, increasing customer and

employee satisfaction, and influencing bottom line profitability through

continuous process improvement and intensive training. Recipient of

multiple industry and organizational awards for superior leadership,

performance, and contributions.

Reputation for building and motivating top performing, cross-functional

teams while cultivating and maintaining internal and external relationships

in a dynamically changing environment requiring focused decision making

that positively impacts bottom line performance. Recognized for

spearheading strategic planning and problem solving in diverse settings.

SKILLS and COMPETENCIES

Interpersonal Skills ( Analytical & Problem-Solving ( Verbal & Written

Communications ( ITSM / ITIL ( Knowledge Base/Self-Help/FAQ ( SLA

Management ( Process Improvement & Redesign ( Metrics Reporting & Trend

Analysis Best Practices & SOPs ( Customer Relationship Management (

Change Management ( P&L & Budget Management Team Leadership & Development

( Vendor Management ( Corporate, Sales, and Technical Training

Classroom/CBT/WBT ( Adult Learning ( End User Support & Training

PROFESSIONAL EXPERIENCE

APOLLO HEALTH STREET Atlanta, GA

2008 - 2009

Global Business Process Outsourcing company and market leader in the

delivery of Strategic Support Solutions consistently earning leadership

ranking in Gartner's Magic Quadrant with over 3,000 employees in eight

offices in the US plus three offices in India. Formerly known as STI

Knowledge.

Senior Help Desk Manager

Manage 24/7/365 Help Desk for a global senior living corporation with over

44,000 users located in 450 communities in four countries. Manage Help

Desk employees that include Analysts, Team Lead, Knowledge Engineer, and

QA Manager with total annual budget in excess of $2M per year. Integrate

service desk plans with overall ITSM methodology, direction, and strategy.

Accountable for development, implementation, and management of service-

related initiatives including evaluation and monitoring of SLA compliance.

Manage service level agreements, identify new service opportunities, and

direct projects for new business implementations. Develop excellent

relationship with client. Identify opportunities to improve services.

Identify and implement strategies using continuous service improvement

methodologies to maximize service level performance. Manage and review

service delivery, operational effectiveness, business process improvement,

staff coaching and development, and P&L. Actively monitor, validate, and

evaluate systems, processes, standards, and procedures to identify

opportunities for continuous improvement.

Implement and plan staffing to provide optimal customer service using

Cisco Automated Call Center (ACD) data, forecasts, and schedules.

Responsible for recruitment, selection, and training, performance

assessment, work assignments, salary, and recognition/disciplinary

actions. Provide leadership of staff through effective communication,

feedback, resource management and utilization, coaching, and performance

management.

Develop and implement programs centered on quality and service excellence.

Plan, supervise, and evaluate the work of Analysts, Knowledge Engineers

and Quality Assurance associates to ensure that appropriate training,

monitoring, and coaching is provided for employees to perform their work

and provide superior customer service while maximizing staff utilization.

Accomplishments:

. Earned the number one spot in the 2008 Black Book of Outsourcing Customer

Satisfaction Survey by utilizing Single Point of Contact (SPOC) and Total

Contact Ownership (TCO) best practices.

. Recognized by Apollo President/CEO for outstanding service to client.

Recognized by a major client for excellent help desk support.

. Increased First Contact Resolution (FCR) rate 11% through comprehensive

High Impact Training (HIT), which focuses intensive training on the top

20% of incidents, which create 80% of calls received.

. Increased revenue 15% by identifying new business opportunities.

Improved Gross Margin 18% through increased revenue and effective and

ongoing expense control. Reduced expenses 16% through strict oversight of

budget and P&L.

. Lowered turnover 22% and increased morale by creating and implementing

creative plans for employee rewards, recognition, and incentive programs.

. Increased revenue per FTE by 21.7%. Promoted four employees to higher

positions utilizing Leadership Training.

. Raised Productivity 28% by establishing and implementing methodologies

for increasing individual productivity using policies and procedures

designed to identify how problems are received, categorized, documented,

routed, and resolved. Reduced call volume and SLA Abandoned through the

development and implementation of streamlined and improved processes.

. Consistently exceeded all Service Level Agreements (SLA) by implementing

effective ITSM practices including industry standard Best Practices and

ITIL methodology to improve service quality. Managed and monitored all

Key Performance Indicators (KPI), Service Level Agreements, and

contractual obligations to ensure the Service Desks met and exceeded all

SLAs required by the client.

. Reduced calls 22% using Root Cause Analysis (RCA) to monitor, validate,

and evaluate systems, processes, standards, and procedures to identify

opportunities for improvement.

. Increased Customer Satisfaction 12.4% by implementing Customer

Satisfaction Surveys (with low score alert) to solicit feedback in order

to provide advanced customer service training to analysts and drive

customer satisfaction improvement.

. Developed a comprehensive Disaster Recovery Plan to insure appropriate

actions are taken in the event of a disaster.

. Created a Major Incident Process (MIP) to track, alert, and escalate all

outages and system issues through resolution. Worked with client to

design a detailed escalation path.

. Appointed to the Change Management Board of a major client to assist in

the review of change requests and recommendations as they related to

potential service interruptions, and to coordinate changes to production

environments.

HOMEBANC MORTGAGE CORPORATION Atlanta, Georgia

1997 - 2007

Major retail mortgage banker with 22 offices in the Southeast producing

over $6 Billion in residential loan volume and employing over 1400

associates.

Help Desk Manager

Managed and trained Help Desk employees and field engineers in support of

over 1400 associates in 22 branch offices throughout the Southeast.

Provided strategic planning and execution to the customer support team to

meet the service needs of internal and external customers while ensuring

efficient operation of the department along with alignment of priorities.

Managed Customer Service for B2C call center.

Directed the development, procurement, implementation, and maintenance of

information technology products and services. Created standard procedures

to track, alert, and escalate all outages and system issues. Served as the

SME (Subject Matter Expert) and escalation point for all production system

escalations. Provided support, problem resolution, and training for

escalated/unresolved Help Desk issues.

Appointed to the Change Management Board to assist in the review of change

requests and recommendations, and to coordinate changes to production

environments. Worked with all levels of corporate structure to achieve

compliance with Federal regulations and requirements.

Prepared and analyzed weekly, monthly, quarterly, and yearly Help Desk

metrics reports by region and branch office to identify issues for program

enhancement, problem resolution, and training opportunities. Created

Cisco phone system IVR and scripting along with queue management.

Created weekly training program for Help Desk associates and mentored on

technical issues and customer service skills. Provided support and

training for all new and enhanced software. Trained, coached, and

counseled staff to achieve the level of technical proficiency necessary to

enhance individual productivity and attain performance objectives.

Ensured associates were current with the latest technology.

Developed and maintained training curriculum, policies, and procedures on

corporate systems. Created and managed SharePoint FAQ site for end users.

Created and maintained documentation for Help Desk support staff on

procedures, escalations, and phone scripts for call handling,

Created training curriculum for new and existing employees encompassing

continuing education, recurrent training, regulatory and compliance

training, technology enhancements, productivity tools implementation,

software applications.

Achievements

. Developed retail customer/employee referral inbound/outbound call center

for loan origination generating $5M/month in loan volume.

. Created and managed Point-of-Sale Help Desk in support of over 600 sales

professionals.

. Met all Service Level Agreements (SLAs) and achieved a customer

satisfaction survey Top Tier rating of 89% on over 4,000 calls per month.

. Recognized by Mortgage Originator Magazine for having trained highest

performing rookie loan officers in the U.S. Training programs featured

in Mortgage Banking magazine as "Sales Training that Works".

. Increased revenue and decreased expenses through completion of a 3-year

business redesign of corporate and sales infrastructure from initial

design through training and support. Business Redesign involved nine

projects including four new software programs plus upgrades of three

existing programs along with the implementation of new best practices and

processes. Established new workflows, policies, and quality measures for

all business areas.

ADDITIONAL EXPERIENCE

PRIVATE MORTGAGE FUNDING CORPORATION Atlanta, Georgia 1994 to

1997

V.P - Sales, Operations, and Training

Created retail loan operation and directed and managed training and support

operations activities including Sales, Processing, Underwriting, Closing,

Quality Control, customer service, and profitability.

SEARS MORTGAGE CORP.

Marietta, GA 1988 to 1994

Senior Loan Officer

Originated residential first and second mortgage loans. Assisted with

sales activities of the retail branch and provided training on customer

service, loan origination, and FHA/VA requirements. Elected Chairman of

Lender Liaison committee and appointed to FHA/VA committee of Georgia

Mortgage Bankers Association.

CERTIFICATIONS, COURSES, & AFFILIATIONS

. HDI (Help Desk Institute) - Certified Help Desk Manager

. HDI (Help Desk Institute) - Certified Help Desk Team Lead

. HDI (Help Desk Institute) - Certified Help Desk Professional

. ITIL Foundations v2 / v3

. ASTD (American Society of Training & Development)

. Langevin - Train the Trainer

TECHNICAL SKILLS

Software:

. BMC - SDE (Service Desk Express) Magic

. BMC - Remedy Service Desk

. Cisco VOIP ACD Phone System/Unity Messaging

. NICE Recording software

. Remote Access: VNC, GoToAssist

. CTI, IVR design and scripting

. Microsoft Office incl. Microsoft Word and Excel

. Microsoft CRM

. Crystal Reporting

. ManageSoft

EDUCATION:

OGLETHORPE UNIVERSITY - Business Administration - Atlanta, Georgia

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