Customer Service Manager
Resume:
Loren James Markle
Dallas, TX *****
*****.******@*****.***
linkedin.com/in/lorenmarkle
Futuristic Strategic Leadership TeamWork Analytical Driving Innovation
“Turning Strategy Into Reality”
Innovative Technology Leader with significant experience leading Information Systems (IS) and Customer Service Delivery teams both domestic and international. Notable expertise challenging, “What’s possible through innovative, high quality solutions”. Recognized for collaboratively building and managing high performance teams from leveraging individual strengths to talent development to performance management, recognition and motivating measurable engagement while promoting diversity. Visibly maintains high customer satisfaction through successful delivery and overall management of technology solutions and leading high profile projects resulting in achievement of condensed deadlines within fixed budgets. Demonstrable functional work experience in IS and Customer Service (CS) operations. Managed Business Continuity and Crisis Management issues. Master at Excel and Powerpoint. Strengths include:
Collaborative Respectful Innovative Challenging What’s Possible Quality Solutions-Driven
Strong Analytical Skills Excellent Communication & Presentation Skills Details & Accuracy Teamwork Flexibility Adaptability Metrics CS & IS Management Workload/Management Tools
Problem-Solving Strategy, Planning & Execution Team Inclusion & Engagement Focused
Passionate & Highly Ambitious Project Leadership & Hands On Support Software Development
Systems Integration Trusted Colleague Business Acumen
Notable Achievements
Managed up to 35 IT engineers & team managers across teams US, Canada, India, Turkey, Mexico handling >10,000 customer service requests annually
Reduced Repair & Return >$30M through the development of innovative software solutions
Led Tier 1 customer/vendor support teams supplying technology solutions to overcome business challenges resulting in greater customer satisfaction & process improvements
Managed technology teams utilizing 2G, 3G, & 4G networks at Nortel and Ericsson
Managed Software Lifecycle using Scrum/Agile processes for 8+ years. ScrumMaster/Product Owner for 4+ years.
Created manpower & software defect forecasts >95% accurate for Director level reporting
Tracked customer metrics, KPIs and provided director level reports on team performance
Drove innovation by challenging team to think “outside the box” to develop tools to perform network analysis. One tool generated approximately $6M
Extensive programming experience in C++, Perl, VBA, FORTRAN, ADA. Also experience in JQuery, Java, Unix script languages.
Professional Experience
Evergreen Power Solutions, Dallas, TX 2016 – Present
Account Manager/Web Developer
Strategize with stakeholders on Information Systems solutions
Web developer Catalyst/DBIx/Linux environment using Perl, HTML5, CSS, Java, Agile, Kanban, Git, Trello
Innovate and collaborate with design teams, engineers and software architects
Ericsson/Nortel Networks - Plano, TX 1995 - 2016
Senior Manager/Technical Support Manager III (2008-2016)
Collaborated with diverse teams i.e., design, customer service, project management (Kanban/Agile processes), crisis and business continuity management
Managed technology teams utilizing CDMA and LTE
Managed IT budget development, tracking and managing allocation of spending and forecasting
Delivered exceptional customer service supporting CDMA and LTE for US/Canada telecom providers (AT&T, Sprint, T-Mobile, Verizon) providing Root Cause Analysis on product issues.
Managed US and international teams up to 35 engineers
Tracked customer metrics, KPIs and provided director level reports on team performance
Developed forecasts for 10+ department managers to determine staffing requirements
Designed and developed automated customer surveys to measure Ericsson’s service performance
Senior Manager Global Product Support (2004 – 2008)
Managed cross-functional teams responsible for software lifecycle management using Scrum/Agile processes
Managed telematics labs for software, hardware, and customer support teams
ScrumMaster for development teams, managing updates/releases for telematics software to meet performance requirements. Regularly delivered VP level reports, forecasts, and analysis.
Lead Software Engineer/Manager - Global Product Support (1995-2004)
Served as Team Lead/Manager for CDMA software support utilizing C++ and Scrum/Agile processes
Delivered Root Cause Analysis for customer issues
Created software defect forecasts <95% for Director level reporting
Drove innovation by challenging team to think “outside the box” to develop tools to perform network analysis. One tool generated approximately $6M
Affiliated Computer Systems – Dallas, TX 1994-1995
Lead Programmer/Analyst
Texas Instruments – Dallas, TX 1982-1994
Programmer/Flight Director/Manager/Systems Engineer
Developed and integrated GPS technology
Managed development of the Functional Test Set, Aircraft Control Panel, and Data Reduction Software
Developed requirements, designed, coded, and integrated real-time, embedded software using VxWorks RTOS
Coordinated with Naval Weapons Center as the Flight Director/Project Director
Education
John Brown University - Bachelor of Science (B.S.) in Computer Science
John Brown University - Associate of Science (A.S.) in Electrical Engineering
Certifications
Certified Kepner-Trego Coach (2008–2016)
IP Certified (2013-2016) (Cisco IP Certification Target Completion 2017)
Professional Development
Technical Training
IP Certified (2013-2016) (Cisco IP Certification Target Completion 2017)
Certified Kepner-Trego Coach (2008–2016) at Nortel
Leadership Training
Finance Acumen (November 2015) at Ericsson
HR Business Acumen (November 2015) at Ericsson
Senior Management Training including DiSC for Management by Ken Blanchard (May 2014) at Ericsson
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