Customer Service Manager
Resume:
Teresa Sprouse
Omaha, NE *****
I have over 25 years of management experience in Computer Operations and Customer Service. I have successfully managed, implemented, and improved the Operations department policies and procedures for several different companies.
I also met 98% of customer SLA’s for problem ticket resolutions, which saved the company from paying monetary penalties to the customer.
PROFESSIONAL EXPERIENCE:
AAA Auto Club
02/2017 to Present
Customer Service Specialist
Answer customer questions
Add new memberships, take payments, update memberships, Auto, and Home insurance policies
Sirius Computer Solutions
2014 – 2016
Operations Shift Manager
Manage Computer Operations Analyst and Service Desk Analyst
Responsible for the interviewing, hiring, and performance reviews for the Service Desk and Operations Analyst
Administer customer service and operations production support for 125+ customers, to ensure excellent customer service is being delivered
Manage all problem incidents, to ensure tickets are completed within the required timeframe and all customer SLA’s are met. I met 98% of monthly customer SLA’s, which saved the company from paying monetary penalties to the customer for missed SLA’s.
Manage daily audit checks for iSeries/AS400 customer’s systems
Gordmans, Inc.
2000 – 2014
Computer Operations/Helpdesk Manager
Manage the Computer Operations/Helpdesk department
Responsible for the interviewing, hiring, approve and submit weekly timesheets, and perform yearly reviews for the Operations staff
Create and implement new operation/helpdesk procedures. Perform additional administrative task, such as creating and updating Excel and Access databases.
Implement all batch production schedule changes through Control-M scheduler and UC4 Open Systems job scheduler
Authorize and implement all production changes through the Change Management system
Manage problem incidents, to ensure all tickets are completed within required timeframe to ensure customer SLA’s are met.
TECHNICAL KNOWLEDGE AND SKILLS
Operating Systems Experience
Windows98 – 2013
IBM 3090 and Z/OS Mainframe systems
Open Systems/UC4
AS400/iSeries
Software Experience
MS Office98 – Office2013
MS Word, Excel, Access Database, Outlook
Express Delivery/SAR
RACF Security
Oracle / UC4 Open Systems scheduling system
Control-M mainframe job scheduling system
TSO/ISPF
Active Directory
NETOOLS system monitoring
Service Now incident ticketing system
SharePoint
EDUCATION: Associates Degree in Information Technology / Programming
ITIL Certification
Property and Casualty license
SPECIAL RECOGNITION: Only manager at Gordman’s to receive a 100% approval rating on the yearly Manager Approval Survey, from their employees.
REFERENCES: Upon request
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