Customer Service Management

Title:Director

**************@*******.***

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NAME: Jeffery Holley

ADDRESS:

CITY: built on speed

STATE/PROVINCE: MA

ZIP/POSTAL CODE: 02188

COUNTRY: USA

EMAIL: **************@*******.***

PHONE: 781-***-****

CANDIDATE ID: N/A

CITIZENSHIP: US

Citizen

EDUCATION: Not Entered

EXPERIENCE: Not Entered

WILL RELOCATE: Not Entered

RELOCATION INFO: Not Entered

JOB WANTED: Not Entered

HOMEPAGE:

HOTSKILLS:

ESUME

Jeffery Holley

**************@*******.***

Seeking an opportunity to manage a customer service culture and

organization

built on speed, power, and passion for customers. The perfect job

permits me to

work with a team motivated by proactive customer experience - not by

reactive

technology or trends. I thrive in a communicative environment where

business

goals are obvious and measurable. I enjoy working with a diverse and

energetic

team. In brief, I'm a simple customer service guy that passionately

and

successfully builds personal and relevant customer experiences, one

customer at

a time.

EXPERIENCE

6/2000

- Present an internet dotcom company Redwood Shores, CA

Director

of Services and Support

Manage all aspects of customer support and services. Design, develop,

and

implement tactics and strategies for new and existing software

products. Manage

the "Support" pages. Write online User Guide and Installation

documents. Manage

customer support team. Analyze and maintain budgets and forecasting.

Coordinate

and communicate between executive management, product management, and

development a consistent customer experience.

10/1999

- 6/2000 an ecommerce dotcom company" San Francisco,

California

General Manager/Interim Director

Manage customer service for an emerging business-to-consumer ecommerce

business. Develop and manage product, process, and quality programs.

Manage a

remote business function; analyze and maintain budgets and

forecasting.

Motivate and provide incentives for stellar customer performance

(recognized by

the New York Times as a leading customer service site). I was Garden

editor for

Community.

2/1999

- 10/1999 a Fortune 50 computer company Palo Alto, California

CEO's Customer Advocacy Representative and Business Lead

CEO Customer Advocacy: Represent the President and Chief Executive

Officer and Executive Committee members to Fortune 500 companies,

institutions,

governments, organizations, and individuals. Write executive level

advocacy

policy and practices. Energize motivate, and manage the executive

customer

advocacy staff. Solve relationship issues by leading and facilitating

internal

and external entity activities. Report to management trends and

emerging

issues.

3/1995

- 2/1999 a Fortune 50 computer company Boise, Idaho

Customer Care Training Lead

Education Customer Care Training Lead: Using Project Management,

Instructional

Design and Human Performance Technology; analyze, design, develop,

implement,

and evaluate customer care quality, business, application, and program

curriculum Customer Care organization to three thousand people via

face-to-

face, computer-based training, and independent learning. Provide ad

hoc

business and performance consulting to PSD management on a group or

organizational basis. Act as a subject matter expert for customer

advocacy and

quality projects. Vendor management of external training consultants.

EDUCATION

Boise State University

Communication Major, Boise State University.

Human

Performance Technology, Instructional Design Technology, Project

Management,

Staff Management, and several hardware and software courses.

ADDITIONAL INFORMATION

Business-to-consumer e-commerce customer service policy, process,

training and

technology design and implementation. Proven Project management

skills; an

effective verbal, written, and business communicator. Enjoy creating

action for

product marketing and improvement based on customer experience.

Ability to

manage remote organizations. I consistently use systematic

organizational

skills and techniques. I create and encourage systemic solutions and

have high

multi-task capabilities; extremely efficient; naturally detail driven;

successful team skills. My ability to recognize "generating customer

intensity"

needs for customers has allowed me to analyze, design, develop,

implement, and

evaluate products, programs, and policies. I am successful at managing

cross-

functional teams to ensure success of support applications and on-time

deliverables. I am particularly adept at defining opportunities to

provide and

improve customer experiences in simple and measurable methods.

Customer Care

Evangelist.

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