Customer Service Manager

D A N I E L E N D L I C H

**** ******* ****** ***** * Seattle, Washington 98103 * 206-***-****

***********@***.***

Objective

Helpdesk, Deskside, Call Center or Service Delivery management or supervisory position

Skills and Experience

* Technical Support – Have proven success as a representative, lead, supervisor and manager of call centers and deskside support, providing services to Adobe customers, Amazon.com employees, and Microsoft employees and customers.

* Customer Service – Developed successful, professional and high performance standards by initiating and managing effective hiring, training, incentive programs and on-going evaluations.

* Management – Maintained hands-on management style of professionalism, high productivity, and example performance as a role model. Fifteen years of experience managing up to eighty employees and six supervisors.

* Hiring/interviewing – Developed extensive hiring and screening methods and on-boarding processes that proved to provide high level performers at a lower cost and lower turnover.

* Tools – Designed and maintained statistical tools to monitor performance, productivity, customer satisfaction and SLA’s. Designed and utilized tools to analyze resource needs and distribution, forecasting, reporting and employee motivation.

* Schedules – Developed and maintained schedules and scheduling tools to maximize use of resources.

* Soft Skills – Demonstrated high level of maturity, ethics, loyalty, reliability, adaptation to change and professionalism.

* Performance – Was recognized for very high levels of performance, productivity and multi-tasking and perfect records of punctuality, attendance and reliability.

* Communication – Formulated open channels of communication between employees, managers and customers. Promoted successful paths of escalation, evaluation, feedback and follow-up.

* ITIL Essentials certified

Summary of Achievements

As the manager of Deskside Services with Unisys (at Microsoft), Siemens (at Microsoft), Amazon.com and Keane Inc., I reduced use of resources and save costs by initiating, designing and implementing a wide variety of systems:

* Reduced headcount 40% by implementing resources sharing, initiating a SWAT team for back-up coverage and a dispatch team for remote or low volume sites coverage.

* Increased productivity 25% by setting up training, self-help database and remote access to users’ desktops.

* Eliminated customer down time by initiating and implementing loaners and replacement systems as well as implementing onsite repairs.

* Reduced attrition 50% by initiating and implementing morale boosting recognition programs.

* Designed and maintained statistical tools to insure on-going improvement of performance, productivity and reporting.

Employment History

Service Delivery Area Manager – Siemens/Unisys –2004 - 2017

* Managing Microsoft outsourced Puget Sound campuses’ Deskside Services, supervising 50 employees, servicing 50,000 users, 110 buildings in 5 cities.

Deskside Services Manager - Amazon.com - 1999 - 2004

* Managed the corporate internal Deskside Services supporting Amazon headquarters 3,000 employees.

Technical Support Manager - Keane Inc. - 1996 –1999

* Managed up to 80 technicians; managed staffing, training, client relations, trends analysis, income forecasting.

Technical Support Technician/Team Lead - Keane Inc. - 1994 - 1996

* Formed and supervised new teams; resolved issues for customers and technicians.

Diving Center Manager; Israeli Navy Diver; Diving Instructor - Israel

* Experienced in working under pressure and extreme conditions.

Special Skills

* Proven record of continual improvement of performance, productivity and cost saving

* Management of Technical Support engineers and Customer Service representatives

* Successful experience in initiation, design, implementation and management of employees, processes and policies

* Excellent knowledge of the nature of the customer service business; outstanding customer service experience

* High integrity, work ethics and multi tasking abilities

* Multilingual - English, French and Hebrew

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