Customer Service Manager
Resume:
Scott D. Sheppard
*****.*********@*******.*** 978-***-****/ 617-***-**** (c)
SUMMARY: I am a highly skilled Executive with 15 years of management
experience in both technical and non-technical fields. I have worked with
companies varying from small startup businesses, through fortune 500
organizations; I understand organizational culture and growth. This
coupled with industry experience within Security, Manufacturing, Technology
and Entertainment provides for an ideal mix of expertise. I understand
what it takes to watch the bottom line, energize a team, and apply
technology to achieve an organization's business goals.
EDUCATION: BS Computer Science, University of Maryland
EXPERIENCE
Turbine Inc. (Jan 2008 - Present)
Director, Customer Services
. Organized, managed, and directed a 40 member North American
Customer Service organization to include In-game support, Technical
support, and Account management.
. Reduced overall customer service costs by 51%
. Increased productivity by 25%
. Created complete evaluation metrics for internal process
improvement.
. Expert in the use of KPI metrics.
. Leader in the development and management of all fee based services
within the company.
. Implemented an in house recognition program for all Customer
Service personnel.
. Developed and instituted a strategic customer service business plan
that exceeded operational goals and performance metrics.
. Created a complete Customer service organization in the US from
start to finish, eliminating outsource vendors to ensure greater
quality of service. Overall quality improvement topped 92%.
L-3 COMMUNICATIONS, SECURITY AND DETECTION SYSTEMS (Jan 2007 - Jan 2008)
North American Customer Service/Field Services Director
. Organized, managed, and directed a 170 member North American
Customer Service/Field Service organization.
. Maintained a Services P&L of 40M
. Planned and formulated customer service policies.
. Directed and coordinated the company's field service activities.
. Developed, maintained and improved customer relationships.
. Acquired new fee-generating opportunities while preserving and
increasing the revenue from current accounts, by ensuring
unparalleled client satisfaction.
. Maintained strategic direction, development and implementation of
product line training to both internal and external clients.
. Organized and directed services to customers in the areas of
installation, technical support, field service operations,
technical training, finance, and billing according to service
contract requirements.
NORTEL GOVERNMENT SOLUTIONS (August 2005 - Jan 2007)
Manager, Technical Support
. The primary point of contact within Nortel Government Solutions a
company that offers a broad portfolio of advanced technologies and
customized services for engineering, deploying and managing mission-
critical systems and networks in support of critical initiatives
while working to streamline communications, protect important data
and increase workforce productivity, while saving operations costs
and taxpayers' dollars. Responsible for the coordinating of all
technical resources for US Government and DOD organizations
concerning network performance, escalation response, logistics,
contract management, and product development.
. Maintain constant communications with outsourced channel partners
at the executive level to ensure that all technical matters are
being addressed with our mutual end user customers.
. Improved Nortel Government Solutions Technical support organization
by creating process documents and flow charts (within TL-9000 and
ITIL standards) to ensure smooth transitions from all aspects of
the technical support organizations along with follow-on direction
in the event of political escalation.
. Initiated a Customer Satisfaction survey program to ensure
accountability within the technical support organizations.
NORTEL (May 2000 - Aug 2005)
Technical Support Manager (March 2004 - August 2005)
Escalation Manager (March 2003 - March 2004)
Service Delivery Manager (March 2001 - March 2003)
Technical Support Engineer (May 2000 - March 2001)
. Managed a 24x7 Technical Support organization that was serviced by
70 Technical support engineers.
. The primary point of contact within Nortel Networks, responsible
for the coordinating of all technical resources for Premium Service
customers (250K annually and above) concerning network performance,
service, Installation, escalation response, logistics, contract
management, and product development for Fortune 100 companies.
. Directed communication with executive level management to ensure
the continuity of technical information was seen at all levels of
the company.
. Directed 10 direct engineering reports responsible for the
technical support on multiple enterprise data products, of
customers whose annual support revenue exceeded $500,000.00.
. Provided account and Project manager engagement management for
onsite professional services personnel. Coordinated all efforts
while onsite to ensure the correct focus was put on the technical
issues and that the issues were brought to resolution.
. Standardized service across all regions for quality customer
satisfaction and loyalty by creating process documents that
streamlined the Premium Technical Support Organization (Named
customers)
ALPINE COMPUTER SYSTEMS (November 1999 - May 2000)
Manager of Network Consulting and Professional Services
. Manager of outsourced Network Consultants for multiple fortune 500
companies within the U.S. Managed the day-to-day discovery of
network issues that would arise on a customer's site. All
collection of network data was generated via remote tools.
. Conducted onsite meetings to brief executive level as to the
discoveries and to determine next step to alleviate issues.
. Managed Multi-protocol networks consisting of Novell, NT, Frame
Relay, ATM, IP/IPX, Ethernet, Point to point, and Citrix.
US Navy (October 1986 - November 1997) Cryptologic Technician (CTT1)
. Maintained a Top Secret/SCI w/poly for 11 years
Technical Capabilities:
All Microsoft office suite products
Clarify (contracts/support/quality/logistics)
Business Objects
SAP
ITIL
ISO9000 Process and procedures documentation
Six Sigma/Lean process and procedures[pic][pic][pic]
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