Project Manager Customer Service
Resume:
ERIC CARLSON
************@*****.***
VALUE OFFERED
I am an experienced, customer focused, satisfaction driven manager who sees the value in every
contribution, no matter how small. Every contact with a customer (internal or external) is a marketing
opportunity, regardless of which entity in the organization the customer is facing. Fostering team building,
motivation, professional and personal growth is how you inspire a team to take your business to the next
level. Make me part of your team, and together we will lead your organization to continued success!
I am currently seeking the next great growth opportunity anywhere in the United States.
PROFESSIONAL SUMMARY
●20+ Years Experience in Customer Care
●20+ Years Experience In Technical Support
●10+ Years Experience in Management
●10+ Years Experience In Telecommunications
●10+ Years Experience in Software/Application Support
SKILLS
●Customer Satisfaction
●Process Improvement
●Knowledge Management Implementation
●Internal and External Communications
●Advanced Troubleshooting Methodologies
●Windows Operating Systems and Networking
●Traditional and VoIP Telephony Experience
●Database Administration
●User Interface Design
TECHNICAL SUMMARY
Microsoft Windows 7 Workstation MySQL
Microsoft Windows 2008/2011Server phpMyFAQ
Microsoft SQL Enterprise Manager phpBB
Microsoft Office Suite Fogbugz
Microsoft Dynamics CRM Lucent CentreVue Supervisor
NetSuite CRM NovaBACKUP software
TechExcel CRM NICE Quality Assurance
Salesforce.com CRM FreePBX
SugarCRM Queuemetrics
Seibel CRMonDemand ViciDial
HelpSpot Helpdesk MarketDialer by SafeSoft
PROFESSIONAL HISTORY
SafeSoft Solutions: Director of Support (July 2, 2012 – January 18, 2013
SafeSoft Solutions is a SAAS provider of Call Center and Predictive Dialer technologies. As the Director
of Support, I was responsible for the daily operation of a support team and planning the expansion of the
support organization. I was also responsible for identifying the opportunities to improve the effectiveness
of the support organization and the implementation of processes and tools to gain visibility into the
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organizations support activities, as well as incoming call and ticket creation patterns.
● Utilize HelpSpot for support request handling and management, and for publication of FAQ
library.
● Assist in the Implementation and utilization of FreePBX and Queuemetrics for IVR, queue,
extension setup, and call tracking
● Utilize FogBugz for bug tracking and product management for software development
● Facilitate an agile-type development cycle and discussion to promote a consistent development
time line.
● Implement product development requirements for new development efforts
● Coordinate System Administrators to ensure IT Projects were being handled in coordination with
corporate growth goals.
NovaStor Corporation: Head of Support (Apr 5, 2010 - June 29, 2012)
NovaStor's support organization was suffering from extraordinarily long call queues and almost no Tier 0
or self-support opportunities for customers. With the growing customer base it was paramount that the
focus be shifted from direct phone support to web-based self help and email support. This allowed just a
few support representatives to support thousands of new customers each month.
●Manage daily operations of US support organization including staffing level management
●Head corporate NovaQ quality assurance team
●Define and implement technical support policies and strategies reduce phone queues and
increase efficiency.
●Handled Tier 1 and Tier 2 support calls, emails and customer escalations
●Performed beta testing on new software releases and acted as part of the software release team.
●Made recommendations to product management to improve the usability of all products
●Worked with web development team to create an online support portal with zero budget.
●Implement online knowledge base and published approx 300 articles using phpMyFaq software
●Redefine and implement customer forums using phpBB software
●Created and updated end-user documentation for enterprise level products
Genesis Management: Owner (Jun 2008 - Mar 2010)
●Provide guidance and oversight for daily activities
●Project management and planning for all projects
●Daily Resource planning and external department management
Talon International: Operations Manager (Nov 2007 - Jun 2008)
While at Talon, I was responsible for the management of the company's Information Technology efforts,
working closely with outside consultants to insure best practices and reasonable costs.
●Assist in management of Information Technology efforts, working closely with outside consultants
to insure best practices and reasonable costs.
●Management of NextTrim.com subscription website including the planning, design and
management for conversion from manual subscriber registration to automated self-registration.
●Project Manager - Successfully planned, designed and launched multiple custom order request
systems for external customer mini-sites.
●Project Manager - Successfully managed Oracle Hosted ERP migration to internal, multi-site,
international deployment to ensure high availability of the application environment.
●Project Manager - Served as Point of Contact for Porini ERP implementation initiative.
●Implemented open source CRM software, creating a $16,000 reduction in annual CRM
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subscription costs by moving from Salesforce.com to SugarCRM community Edition.
Ascendent Systems: Customer Support Manager (Apr 2000 – Oct 2007)
I have received numerous accolades from Fortune 1000 and government entities for the service and
support provided by Ascendent Systems, and received special recognition for providing World Class
Customer Care from Walt Disney World for the planning, implementation and support of their
telecommunications initiative utilizing the Ascendent solution. I held a pivotal role in the initiatives that
brought about Ascendent's multi-million dollar acquisition by Research In Motion.
●Responsible for daily Customer Support operations in a 24x7 environment.
●Responsible for coordination of upgrade/repair of installed sites.
●Advise Engineering/Product Development of features/enhancements to be implemented
●Authored first published mobility platform user/administrator guides.
●Implemented electronic capture of installation notes and published to the Knowledgebase to
compliment handwritten notation.
●Developed Ascendent Site Assessment form to smooth installation and integration of Ascendent
product line
●Implemented and administered both Salesforce.com and CRMonDemand.com sales force
automation tools.
●Assisted in implementation and planning of Microsoft Dynamics CRM
●Implemented and administer InstantASP Knowledgebase.
●Implemented and administer Gemini bug tracking application.
●Contract negotiation and administration of WebEx conferencing suite
AT&T WorldNet Service for Teletech: Technical Support Supervisor (Dec 1996 – Apr 2000)
While working with AT&T, I managed a staff of over 120 technical support members across multiple
support levels, as well as leading the launch of the chat support project for AT&T WorldNet Service,
AT&T's first ever chat deployment. Additionally, I formulated a tiered pay incentive program which
resulted in a seventeen percent decrease in attrition rate in a one thousand-plus body call center.
●Responsible for hiring and termination of Technical Support agents with an average head count
of 1000.
●Developed comprehensive incentive program to cut attrition rate by 7%.
●Provided day-to-day supervision of over 120 Technical Support agents across Chat, Tier 1, Tier 2
and Knowledge Management in a 24x7 environment.
●Developed and Managed Knowledge Management team, ensuring article validity and accuracy
as well as timely deployment of new content.
●Developed and Managed Tier 2 support team and built a mentoring program to improve Tier 1
agents call handling and technical skills.
●Developed training curriculum and documentation for Tier 2 agents.
●Developed training curriculum and documentation for Tier 2 Team Leaders.
●Launched AT&T's first Chat Support project.
●Developed training curriculum and documentation for chat agents.
●Developed training curriculum and documentation for Chat Team Leaders.
●Developed daily operational guidelines, reporting and escalation plans for AT&T WorldNet Chat.
●Managed daily Chat operations and developed staffing requirements based on session volumes.
AT&T WorldNet Service for Teletech: Technical Support Agent (Jun 1996 - Dec 1996)
●Troubleshooting and issue analysis of Internet and Microsoft technologies
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●Developed Tier 1 Trouble Ticket validation scheme, resulting in a reduction of ticket rejections by
27%.
●Developed streamlined troubleshooting techniques to speed analysis.
●Developed intra-agent support system for resolving complex issues.
●Specialized in Resolution of escalated Customer Satisfaction issues.
●Recipient of numerous customer service awards.
Air Doc Plus: Assistant Manager (1996 – 2000)
●Assisted in daily operation and management of 7 bay automotive air conditioning and general
repair facility
●Designed and implemented parts management inventory database using Paradox Relational
Database
●Designed and implement multi-station LAN network for database access.
●Implemented Peachtree Accounting in a networked environment for customer parts and service
invoicing.
GTE California: Operator Services/Team Lead (1995 - 1996)
●Provided time sensitive operations for inbound customer calls.
●Maintained an average call handle time of 15 seconds.
●Trained on multi-platform DAS computer database
●Numerous customer service awards
Pacific Bell (Now AT&T): Operator Services/Team Lead (1992 – 1995)
●Provided time sensitive operations for inbound customer calls.
●Maintained an average call handle time of 15 seconds.
●Numerous customer service awards
REFERENCES
Stephen Forte: https://dl.dropbox.com/u/37500628/EricCarlson_LetterOfReference-SF.pdf
Wouter van Biene: https://dl.dropbox.com/u/37500628/EricCarlson_LetterOfReference-WVB.pdf
LinkedIn.com profile: http://www.linkedin.com/in/ericcarlson/
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