Customer Service Manager

MS

OBJECTIVE

A dedicated friendly and motivated professional with 10 years of account management experience seeks challenging Support position that will allow the use and growth of customer support service, interpersonal abilities, excellent communication skills and career advancement.

SKILLS

Excellent written and verbal communication skills

Team building

Problem solving

Account management

Meeting critical deadlines

Training and coaching

Multitasking

Microsoft Suite

Superior ability to cultivate strong and durable client relationships

EDUCATION

Bachelor of Liberal Arts- 5.2000

State University of West Georgia

Major: Communications

MICHAEL STOREY

23 ORCHARD AVE UNIT G HAVERHILL MA 01830

CELL: 603-***-**** EMAIL: ***************@*****.***

EXPERIENCE

Help Desk Supervisor- Internet and Telephone Methuen MA 8.2016-2.2017

Assistant Service Manager

Account Manager- ensuring calls are triaged and completed in timely manner.

Performed Daily client account tasks such as reporting, monitoring calls, exceeding expectations

Oversaw analysis and resolution of account discrepancies

Managed team of 21+ on any given day, conducted performance audits on a regular basis and as needed

Reporting weekly/monthly on direct reports as well as account success

Account retention and account growth

Meeting with Clients to retain and grow business

Tech Support Manager- WWTS Tewksbury MA 11.2013-1.2016

Procedural development and implementation with emphasis on adherence and accuracy in technical support and problem resolution/diagnosis.

Manage a team of individuals responsible for initial troubleshooting and diagnosis of any problem description across a wide variety of electronic devices.

Schedule maintenance and confirming appropriate staff for expected incoming call volumes

maintaining over 90% answered percentage for incoming calls.

Work with upper management to assist in developing key technical support procedural components for upcoming projects and accounts,

Microsoft Access and Excel reporting statistics and weigh overall team utilization to provide visibility with regards to team efficiency, average wait time, incoming call volume, and overall account labor percentages.

Responsible for writing and posting Technical Internal Bulletins (Tibs)

Technical and customer service support specialist – WWTS Tewksbury MA 5.2007-11.2013

High level customer service and direction across a wide variety of visual display accounts.

Initial phone diagnostics were performed so that the problem could be triaged and parts could be ordered before a technician arrived onsite.

Speaking to technicians while they were onsite, and assisting with technical support while using service manuals and requesting specific voltage checks and connector verification to be performed

Extensive training in the full line of Sony’s, LG’s, Haier, Sharp, Vizio, Sceptre, Panasonic, Samsung consumer and professional TV line

Phone support to field technicians

Resolution of customer escalations and complaints

Proficient in LG’s GSFS program

Development of standard operation procedures for the service department

Dispatching and troubleshooting Dell and Lexmark calls for repair

Sending and tracking parts across the U.S. for our techs to run on specific repairs.

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