Customer Service Management
Resume:
TIMOTHY BRAD ANTWINE
Tulsa, Oklahoma, 74104
*******@*****.***
My Objective is to obtain a position within a quality oriented, respected company, and further my skills in customer relationship management, project management, training, and statistical reporting.
RELAYHEALTH / McKesson (2004 – 2017) Tulsa, Oklahoma
RelayHealth provides point-of-service systems, electronic connectivity and information technology to pharmacies, hospitals and health facilities, physicians, pharmaceutical manufacturers, and payers.
Web Site Administrator II/Learning Management System Administrator
Education Services, 2011 – 2017
Work with user groups to support their training needs: add and maintain all administrators, including administrator rights, enter new students and assign subscriptions, maintain groups and subgroups to ensure proper reporting, and assist with the creation of business processes for adding credentials, development paths and assign training based on best practices.
Help plan, organize, manage and execute input of content into the LMS, testing and adapting content as needed. This includes assisting with creating and loading custom content and building assessments, uploading, and maintaining materials to be hosted on the LMS (courses, references, document, resources, assessments, and so forth).
Coordinate and maintain e-Learning content by posting and updating course materials and other information and manage onsite editorial content and email communication.
Train department administrators and users to perform their responsibilities with the LMS.
Maintain standard operating procedures and process flows, import and activate courseware.
Work with instructors to schedule training sessions and manage logistics for classroom courses.
Generate weekly Metric reports for Education Services.
Complete maintenance of LMS and remain current on system updates and changes.
Responsible for scheduling RelayHealth Trainers for onsite and remote sessions, including the coordination and information distribution to Implementations and Sales.
Technical Course Developer II, Education Services, 2010-2011
Responsible for the design and development of education curriculum for employee and customer base, which included both soft skill and technical training content.
Demonstrated and utilized effective needs analysis, course development, and evaluation skills. Independently developed entry and advanced level courses.
Responsible for designing course outlines, researching and gathering supporting materials, and developing training guides and other supporting assets.
Interfaced with all areas of business to develop specifications and requirements for course content.
Managed the development of outsourced learning projects as needed. Responsible for assessing employee and customer needs for future course development.
Technical Trainer II, Professional Services, 2009– 2010
Designed and developed training and educational programs for a suite of products.
Worked with management to develop internal training agendas, on-the-job training, and employee orientation. Maintained a record of training activities and employee progress and monitor effectiveness of programs, including training contract management.
Implemented internal/external strategies to promote understanding and utilization of the web based products. Used state of the art instructional technology and techniques, products, concepts, facilities and service standards.
Technical Trainer I, Professional Services, 2004 – 2009
Analyzed and determined customer training requirements while creating and administering plans, procedures, and programs accordingly. Developed and distributed training manuals and other supportive training aids.
Provided on-site and remote trainings for customer.
Supervised and conducted special courses designed especially for customer on-site training and internal company employees as needed.
RADIANZ (2000 – 2003) New York, New York
Radianz is a private data network dedicated to the Financial Community and is a joint venture between Reuters and EQUANT.
Reports Manager, 2002 – 2003
Selected by Executive Management to support and guide the creation and automation of critical reports via Microsoft SQL, Access, and Excel while replacing multiple manual systems.
Supervised and directed a team of seven responsible for report development, data cleansing, balancing statistics between groups, and resolving inconsistencies within the data, as well as create and implement daily, weekly, and monthly statistical reports for executive management.
Effectively interact with a cross-section of Radianz team members to conceive and develop reporting requirements. Efficiently reconcile billing issues on a daily, weekly, and monthly schedule.
Technical Account Manager, 2000 – 2002
Provided high quality customer service relationship management to assigned customer base including: Brut, DTCC, EZ Castle, Goldman Sachs, LIFFE, Sanwa Futures, Societe Generale, and WorldStreet.
Conducted field sales of Radianz services where new business opportunities were apparent or where competitive threats became visible. Relayed information back to the account team and agreed on the appropriate action to take.
Supervised and guided the timely delivery of Radianz service on a global scale for an IP-based networking solution for Financial Institutions and ensured all activities were within the customer expectations and with adherence to all contractual commitments.
Initiated and coordinated meetings with customers to define project scope, set expectations, and instill a sense of understanding and commitment. Produced detailed project plans and presentations via Microsoft Project and PowerPoint to establish resource levels, key milestones, deliverables, documentation, critical path activities, and contingency planning.
Provided timely communications at all levels with the customer, Radianz Account team, and other designated parties, including the proactive escalation of potentially late deliverables thereby minimizing project risk.
Selected by Senior Management to project manage the installation of 500 U.S. connections (circuits and routers) for the LIFFE account in order to successfully complete the project within the original timeframe and retain a high profile account.
Co-produced and established a service delivery departmental operational standard as well as procedures.
SITA / EQUANT (1997 – 2000) Los Colinas, Texas
SITA / EQUANT is a provider of international data network services.
Customer Implementation Manager, 1998 – 2000
Service Delivery Department SPOC (single point of contact) for the American Airlines/SABRE Account. Ensured the timely delivery and customer satisfaction of U.S. connections. Proactively monitored all U.S orders, expedited orders as needed with U.S. Carriers, and provided direct escalation to PTT carriers to facilitate the resolution of jeopardy orders once identified.
Provided regular operational service reviews with American Airlines/SABRE on matters pertaining to the Network Service Level Agreement performance, trouble ticket analysis, service outage reports, and third party performance.
Monitored Service Delivery reports and generated custom reports via Excel to meet customer requirements: e.g., Frame Relay, Management Summary, and Open Order Reports. Participated in the role of vendor liaison with AT&T and MCI regarding standards, performance, and operational issues directly related to circuit provisioning.
Attended vendor technology updates and technical training seminars: including ATM, Diversity, Frame-Relay, and Voice over IP.
Team Lead, Circuit Provisioning, 1997 – 1998
Supervised a circuit-provisioning team of twelve dedicated to the U.S. American Airlines/Sabre Account and was the SPOC for customers, SITA Order Processing, Marketing, Sales, and Operations.
Selected by senior management to project manage the installation of over 300 U.S. connections (circuits and routers) for the high profile U.S. Air Project.
Handled and resolved U.S. Telco problems and escalations. Engineered solutions for circuit connections in order to support customer requirements and assisted in the optimization of circuits to better utilize bandwidth.
Presided over vendor meetings with ATT, MCI, and inside wire vendor McBride Electric in order to review performance and pricing. Produced and distributed weekly and monthly reports via Excel for circuit orders and inside wire vendor performance.
AMERICAN AIRLINES / THE SABRE GROUP (1987-1997) Ft. Worth, Texas
Senior Communications Analyst, Installation Operations Center, 1993-1997
Proficient with the Northern Telecom Meridan 1 X11 Release 21, Meridian Max Call Center ACD Package; duties included compilation and production of statistical reports and the daily maintenance of thirty ACD queues for the Sabre Installation Operations Center supporting the Western Hemisphere.
Designed, programmed, and implemented unique caller menu applications for a five division call center. Provided training and on going support for ACD phones, voicemail, pagers, and cellular telephones for over two hundred users.
Installed, configured, and trained department users on pcANYWHERE, software for Telecommuting. Successfully project managed the conversion of two hundred pagers from numeric to alpha text units, trained new users, and reviewed/approved the monthly bill.
Coordinated the migration of two hundred users from third party communication software to an X.25 Packet Switching Network resulting in the reduction of operating costs.
Communications Analyst, Installation Operations Center, 1990-1993
Developed, implemented, and maintained operational standards for a one hundred person divisionalized call center for the Western Hemisphere.
Generated daily, weekly, and monthly ACD performance reports for review of senior management. Interfaced with department managers and directors on productivity statistics for manpower planning, operations, and budgeting for the call center.
Administration and training of Internet access software COMPUSERVE for one hundred-fifty field service technicians.
Reservations Representative, American Airlines, 1987-1990
Answered incoming calls and assisted customers with flight schedules, fares, and flight information while providing outstanding customer service.
EDUCATION
Bachelor of Business Administration
Texas A&M University System, 1986
SKILLS
Strong analytical skills
Excellent written and verbal communication skills
Technical problem-solver, able to work independently or with small team to solve process and systems problems
Ability to adapt to changes and consistently meet deadlines
Motivated by helping others and providing excellent customer service
Ability to communicate at all levels of the organization
Demonstrated ability to simultaneously handle a large and diverse number of tasks and issues with tact, cooperation, and persistence
Knowledge of LMS system and eLearning authoring tools
Proficient in MS Office Suite products (Excel, Word, Project, and PowerPoint)
Knowledge and understanding of the SITA Passport/VPN Network, as well as X.25, ATM, and Frame-Relay services.
SUMMARY OF QUALIFICATIONS
Solid professional and academic experience in customer relation management, service delivery, project management, training, documentation, statistical reporting, and resolution of complex issues demonstrating professionalism, attention to detail, and have a collaborative nature.
Excellent communication skills demonstrated from working closely with customers to identify and resolve problems and the ability to convey technical concept to a non-technical audiences. Comfortable communicating with all levels of management and client interface.
References available upon request.
Contact this candidate