Customer Service Technical Support

Christopher D. Shivers 832-***-****

Santa Ana, CA • c ac0qp9@r.postjobfree.com

QUALIFICATIONS SUMMARY

A goal-oriented professional with 16+ years customer service

Demonstrated experience in wireless networking, call center management, product management

Highly organized with the ability to manage multiple projects, prioritizing and meet deadlines

A strong leader and work ethic combined with a commitment to excellence and delighted customers

Exemplary communication and presentation skills

PROFESSIONAL EXPERIENCE

INTREPID 11 – L aguna Niguel, CA 07/09 – 10/11

Director,Customer Service _

● Wrote Customer Service Charter

● Designed & provided content for company website, w ww.agsmex.com

● Set up logistics for product import/ort from US to Guadalajara, Mex.

● Managed bilingual call center Located in Guadalajara, Mex.

● Implemented product demonstrations for sales meetings.

● Conducted R&D experiments on product in clean room laboratory setting.

● Meet with potential investors to add value to co. PARKSIDE CLEANING – A nthem, AZ 08/05– 01/09

Business Owner

● Entrepreneur who grew commercial and residential cleaning company from start-up through effective business planning, creative sales techniques and innovative marketing

● Recruiting and training crew of 10 including supervisor, administrative staff working both full-time and part-time positions

● Overseeing operations including customer service, accounting and inventory COCA COLA ENTERPRISES – O range, CA 0 7/04 – 07/05 Account Manager

● Worked closely with store managers in a specified area to maintain and increase profitable sales activity

● Responsibilities included product delivery

● Sales tracking and volume, including, stocking and display maintenance

● Invoice completion and customer interaction

ALBERTSON’S – Ladera Ranch, CA 0 9/03 – 03/04

Product Line Manager

● Implemented process improvements related to store credits with vendors, resulting in an overall store savings of

$5,000 weekly

● Effectively managed backroom inventory by eliminating out-of-stocks and out-of date products through effective order writing

● Built an outstanding relationship with store management in order to provide delighted customer service by being responsible to store customers special order requests

● Worked closely with delivery department to ensure effective customer service

● Updated, created and maintained process improvements to enhance productivity

● Utilized point-of-purchase materials to stimulate sales

● Grew revenue and volume of all dairy products – generating $55,00 in weekly sales Christopher D. Shivers

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NATIONAL WATER & POWER – Santa Ana, CA 11/02 – 2/03 Manager – Residential Services

● Successfully managed daily operations of NW&P Residential Services California call center through increased automation and best practices.

● Managed 35 direct reports.

● Redesigned IVRU (interactive voice response unit) to better serve Latin community customer base

● Implemented new collections policies and procedures

● Conceived and developed all daily operational procedures and guidelines SPRINT PCS – Irvine, CA 1/01 – 9/02

Manager – Customer Solutions/Collections

● Successfully managed daily operations of Sprint PCS Irvine, California call center through increased automation and best practices

● Managed 80 direct reports

● Accomplished merger of English and Spanish lines of business resulted in a 40% increase in productivity and a

$3million per annum decrease in operational costs

● Implemented leadership workshops which resulted in higher level of employee morale and internal customer satisfaction

● Developed and implemented employee performance action plans which ensured quality standards and exceptional service requirements, exceeded expectations by 33% and produced two Advocate Quarterly Excellence Award winners

● Initiated first technical support/customer solutions training • utilizing technical expertise • resulted in higher level of service for external customers (i.e., reducing AHT (average hold time) and customer facing time by 50% overall)

● Fostered team atmosphere by initiating weekly off-site staff meetings and quarterly team building events Assistant Manager – Call Center 4 /00 – 1/01

● Assisted call center supervisors in day-to-day operations

● Supervised collections team of 10

● Effectively handled all escalated customer issues that resulted in future sales and continued company loyalty

● Successfully enhanced customer care associates knowledge of methods and procedures by weekly training sessions

Team Advisor/Technical Support Liaison 7/99 – 4/00

● Provided customer technical support services expertise related to handsets and network systems.

● Effectively resolved technical support issues on a network level

● Intuitively identified customer issue in a timely manner and subsequently resolved to resolution and received customer commendations for exemplary resolution

VERIZON – Irvine, CA

Technical Support Lead – Technical 1 2/94 – 7/99

● Provided technical support services expertise related to handsets and network systems. Lead team of 12 technical support representatives.

● Liaison between Department of Justice and AirTouch management in special investigations.

● Key player in integration of San Diego and Los Angeles markets • implementing dispatch system which led to 0% decrease in operating expenditures

● Chaired continued Process Improvement Committee which led to broader revenue streams

● Proposed and implemented effective network technical support training for customer care, management and sales departments, improved network reliability by 38%

THE LATHAM GROUP-- Houston, TX

Customer Service Manager 1/00 --1/17

● Supervised Warehouse Operations

● Managed direct reports

● Managed daily operations

CERTIFICATIONS

● Motorola, Lucent Technologies, Nortel

● American School of Mortgage Banking

● Statistical Process Control Certification

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