Customer Service Manager
Resume:
Rob Lumley
Email: *********@********.***
Address: **** ****** ****
City: Dallas
State: TX
Zip: 75234
Country: USA
Phone: 214-***-****
Skill Level: Management
Salary Range: $90,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Rob Lumley
3663 Janlyn Lane, Dallas,TX 75234
linkedin.com/in/roblumley
*********@********.***
Telligent; Dallas, Texas March 2008 to July 2012
Training & Education Lead
* Developed and conducted onsite training for Telligent Community and Telligent Enterprise
* Managed access for customers using Telligent`s online training portal
* Demonstrated online training and processed sales contracts when purchased
Senior Customer Relationship Manager
* Built stronger relationships by acting as customers` point of contact at Telligent
* Identified and escalated new opportunities to the sales team
* Managed support renewal process and communication for existing customers
Support Manager
* Managed Telligent`s support team of eight engineers and developers for Telligent Community, Telligent Enterprise, and Community Server
* Implemented Salesforce.com`s case management system
* Developed procedures for issuing licenses for new, existing, and potential customers
* Provided customer service for customers with escalated issues
* Interviewed and hired support team members for the Dallas and London offices
Radiotraffic.Com; Waxahachie, Texas 2005 to 2008
VP Product Development
* Designed and managed development of RadioTraffic.com
* Developed and conducted online and onsite training
* Provided phone support for new and existing clients
* Demonstrated the system to potential clients at trade shows and online
Apple, Inc.; Southlake, Texas 2006 to 2008
Mac Specialist
* Learned the importance of providing an `insanely great` customer experience through service, products, and attitude
* Provided customer service and sales for the entire Apple product line
* Trained new and current customers on Apple products and software in both `One to One` and group workshops
Belo Corporation; Dallas, Texas 2003 to 2005
Traffic Manager
* Managed the commercial inventory on Belo`s WCNC-TV, Charlotte, and WWL-TV, New Orleans
* Led the Mid-Atlantic team of traffic managers at the corporate operations center
* Provided support and training for other stations in the company
Optimal Solutions Inc.; St. Louis, Missouri 2001 to 2003
Senior Training Specialist
* Trained the OSi Traffic System in multiple broadcast environments including WFAA-TV, Dallas-Ft. Worth, KING-TV, Seattle, and Telemundo, Miami
* Provided onsite and on-the-phone customer support
* Designed and conducted in-office and onsite training for OSi personnel (trainers, support, and developers) on integrating the OSi Traffic System
Scott Studios Corporation; Dallas, Texas 1999 to 2001
News Services Director
* Trained and supported Newsroom 4.0 and Visual Traffic systems
* Designed and conducted in-office and onsite training
KOPX-TV; Oklahoma City, Oklahoma 1998 to 1999
Operations Manager
* Managed day-to-day operations of the station including traffic and master control
* Selected from 80 operations managers to be on the launch team as they launched the PaxTV network on OSi traffic
Computer Concepts Corporation; Lenexa, Kansas 1994 to 1998
Training Specialist
* Provided training and technical support for VT and DOS traffic and billing systems
* Conducted training and system integration
Education
William Jewell College; Liberty, MO 1988 to 1992
Bachelor of Arts in Communication
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