Customer Service Manager

Lee LeeHoward

Email: *********@********.***

Address: **** ********** **.

City: Atlanta

State: GA

Zip: 30331

Country: USA

Phone: 404-***-****

Skill Level: Experienced

Salary Range: 55

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

iLEE HOWARD

Atlanta, GA. 30331 i 404-***-**** i *********@********.***

QUALIFICATION SUMMARY

Accomplished Account Manager with an emphasis supporting technology for customers with mission critical environments in Fortune 500 companies. Proven expertise managing customer conflicts, establishing relationships and proactively resolving issues to address remote support needs and coordinate resources for timely problem resolution. Record of success retaining key accounts and maintaining uptime of business critical systems. Known for superior ratings in customer service satisfaction surveys. Able to work with all levels within an organization including effective interaction with executive management. Skills:

Call Tracking/Monitoring

Remote Service Delivery

Proactive Defect Notification

Trend Analysis

Customer Conflict Resolution

Relationship Management

Customer Retention

Key Account Management

Best Practices Development

PROFESSIONAL EXPERIENCE

HEWLETT-PACKARD COMPANY, Alpharetta, GA 1990a 2012

Technical Solutions Consultant III (1998-2012)

Account Manager with customer base in various HP-UX Mission Critical environments (hardware and software). Key accounts were Sprint, US Cellular, Hanesbrand, Bank of America, Abbott Labs and FedEx. Provided business, operational, technical advice and assistance to customers. Key member of account team to develop solutions to reduce outages and maximize system availability.

Selected accomplishments:

Developed a reputation as a customer knowledgeable advocate working with the customer and support partners to help facilitate a faster resolution to system issues.

Monitored customeras calls into Call Center to ensure technical resolution, service level agreements are met and customer satisfaction is achieved.

Utilized HP-UX patch management methodology by conducting system patch analysis and developing change management plans to maximize system availability.

Developed detailed trend analysis, availability reporting and activity reviews to uncover issues impacting system availability. Designed strategies based on findings to reduce system downtime.

Achieved top customer loyalty survey scores and high renewal rates by developing and growing customer relationships through contract lifecycle.

Selected to serve as mentor to new team members in recognition of superior knowledge.

Recognized as MVP of organization for top performer of the year in 2001 for the Mission Critical Services organization.

Response Center Engineer, Atlanta, GA (1990-1998)

Managed reactive customer cases to a satisfactory resolution remotely. Provided technical software support to HP Mission Critical customers.

Selected accomplishments:

Supported HP proprietary OS MPE (Multi-Programming Executive) and Microsoft office products.

Performed information gathering, analytical troubleshooting and problem research.

Resolved customeras technical issues through the use of remote diagnosis and consulting documentation and/or knowledge databases within agreed upon timeframes.

Managed reactive customer cases to a satisfactory resolution.

Demonstrated excellence at teamwork, collaboration and knowledge sharing.

Received high scores on customer loyalty surveys.

EDUCATION

Bachelor of Arts, cum laude, Computer Science, Morehouse College - Atlanta, Georgia

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