Customer Service Manager

Sabrina King

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

Address: *** ***** ***** **

City: Smithfield

State: NC

Zip: 27577

Country: USA

Phone: 919-***-****

Skill Level: Experienced

Salary Range: $50,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Sabrina S. King Resume Continuation

Sabrina S. King

919-***-**** *********@********.*** 18 Stone Ridge Drive, Smithfield, NC 27577

Experienced Network Technician and Call Service Professional

Dedicated and solution-oriented Technical Support Engineer/Business System Program Manager/RMA Escalation Program Manager with sufficient working background in reversing inefficiencies, elevating team accountability, and instituting formal processes to ensure on-demand services to customers flow effectively across a network support, help desk, and technical support operations. Acknowledged for capacity to unite teams in a spirit of consensus, build internal and external relationships, and establish the ground-rules for optimum performances. Leadership has been cited for improving team morale, rapidly resolving customer-support errors, and spearheading the type of solutions crucial for maintaining quality, mitigating risk and sustaining business reputation. Reputed for exercising initiative; accepting challenges; and analyzing alternatives to overcome obstacles in an international setting (working with clients from Asia, Europe, Middle East, and Africa). Logistically knowledgeable on how to get shipments in and out of customs to/from Asian, European, Middle East, and African regions. Proficient in utilizing Microsoft Office Suites (Outlook, Excel, and PowerPoint), Visio, and Internet Explorer. Core competencies include:

Maximum Customer Service Issue Resolution/De-Escalation Project Management

Client/Account Management ISO/Process Documents Maintenance Inventory Control

Installation, Service, & Repairs Customer Loyalty/Retention Communication & Coordination

Logistics Staff Training/Coaching Team Building/Development

PROFESSIONAL EXPERIENCES

Extreme Networks July 2005 Jan 2013

Business System Program Manager (April 2011- Jan 2013)

Oversee and direct the project core team and manage conflicts within the different groups while creating, maintaining, and editing ISO process documents for our Department. Guide several departments in designing and developing programs.

Collaborate with management teams to deliver assigned programs develop competition timeline, assess/identify potential bottlenecks in each project/program process.

Direct the recruitment process of key employees and the selection of consultants and outsourcing vendors.

Develop and initiate internal processes to improve program delivery within specific timeframes.

Establish goals and milestones as per the estimated output generated by the project.

Define the resources required for completion of a project and allocate resources accordingly.

Evaluate the timely performance of different teams working on a project and document the progress accordingly.

Assist the engineers in documenting the project designs and making changes as per needs.

Ensure that all programs are executed within the decided time period and comply with the defined standards.

Management Scope:

Planning and scheduling project goals, milestones, and deliverable

Defining requirements and planning the project life cycle deployment

Defining resources for project and program implementation

Identifying and solving project issues effectively

Manage different teams working on programs and sort out any possible chances of conflicts

RMA Escalations Program Manager (Sept 2009 Jan 2013)

Provided technical support for all Extreme products; handled Internal and External escalations concerning orders; tracked all queries and issues through our ticketing Service; and arranged pickup and delivery for international & domestic customers.

Analyzed, interpreted, and reported cumulative escalation data identifying training and communications opportunities.

Improved team productivity and turnaround time.

Boosted onsite fix rates and member satisfaction while lowering operational costs, as well as increasing revenues.

Strategized with partners on issue management to resolve member escalations and implemented new processes.

Assisted with shipments overseas and in getting packages through Customs.

Management Scope:

Shipment Tracking

Inventory Control

Supervision of CSR team in India

Asset Recovery

Account Management

Technical Support Engineer (July 2005 Sept 2009)

Provided technical support for all Extreme products; troubleshot and resolved network issues in high profile customer situations.

Simulated and debugged product related issues (hardware & software).

Provided workarounds and escalated to L2 or engineering if needed.

Provided extensive customer service, support, and on-site instruction.

Coordinated job sites, ordered parts, and managed inventory.

Handled technical issues with customers, monitored proper escalation procedures, and troubleshot sophisticated tools.

Outlined articles, case and product documentation as well as aided technical training.

Management Scope:

Technical support and patches

Accurate problem description

Client education/coaching

Troubleshooting and network resolution

AlphaNumeric Systems/DHHS Nov 2001 March 2005

Workstation Technician/LAN Administrator

Diagnosed malfunctions and repaired desktop computers, monitors, printers, keyboards, modems and other related peripherals, by disassembling and inspecting for defects. Provided technical assistance to customers over the phone regarding hardware/software problems.

Worked in a Novell and Windows environment; setup Active Directory, DNS, DHCP, PDC/BDC; setup/installed desktop computers, monitors, printers, keyboards, modems and other related peripherals.

Performed Help Desk duties using Remedy & Vantive ticketing system.

Managed operating maintenance programs for clients.

Upgraded existing systems, troubleshot and assisted users with dialing into the network.

Supervise State Surplus and created a database for surplus inventory for auditing purposes.

Setup new user accounts (add user to groups, and assign permission and rights)

Setup email accounts.

Management Scope:

Computer configuration

Rebuilding, installation, configuration of servers (Windows, Novell, & UNIX-Sun)

Building and installation of servers

Routine diagnosis and testing of faults

Installation of common software packages

EDUCATION AND TRAINING

Johnston Community College

Associates of Arts Degree in Network Administration

Extreme Networks Company Training ENS

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