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Customer Service Software

Location:
Brooksville, Florida, 34601, United States
Salary:
40000.00
Posted:
February 20, 2018

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Michael B. Casey

*** ********* ***, ***********, ** 34604

727-***-**** Phone * mcasey0401.com

Objective

Position where my Customer Support, Human Resource & Payroll & Tax Resolution, Reporting and Management Skills can assist in the overall prosperity of the company.

Profile Focus

Analytic Reporting

Budgeting Administration / Forecasting

Coaching / Mentoring / Training

Crystal Reporting

Customer Service / Support

Human Capital Management

Management Reporting

Recruiting / Staffing

Technical Project Management

Workforce Planning

Experience

Asure Software (formerly Mangrove Software), Tampa, FL

Account Manager 2014-2018

Provided business analysis, project management, consulting,

implementation and professional services for company’s client

base utilizing a proprietary back-office and web-based.

Payroll/HR/Benefits software application.

Business analysis for development of customized Crystal reports.

Designed, developed and implemented customized Crystal reports and

exports.

Participated in new client project planning, business analysis, data

gathering and data mapping.

Liaison between customer and internal development staff.

Worked directly with clients to ensure seamless implementation

of proprietary back-office and web-based Payroll/HR/Benefits

software application.

Assist company support staff with resolution of customer issues.

Software quality assurance and user acceptance testing.

Benefit Mall (formerly CompuPay), St. Petersburg, FL

Customer Support Supervisor 2009-2014

Responsible for hiring customer support staff.

Managed 12 – 18 employees.

Provide coaching, leadership and collaborative direction to employees.

Increased quality of support through employee phone monitoring, training and mentoring.

Generate employee work schedule.

Approve employee time sheets and vacation requests.

Establish and administer employee 1 on 1 meetings and annual performance salary reviews.

Disseminate information to employees regarding product enhancements.

Disciplined / coached employees as needed to improve performance.

Design complex daily, weekly, monthly Crystal and Excel reports for management to measure and quantify employee and department performance.

Member of software product improvement team.

Created and implemented new procedures to provide a more efficient call center.

Managed critical customer related issues.

Participated in management defect tracking and software development meetings.

Sage Software (formerly Best Software/Abra) St. Petersburg, FL

Call Center Business Analyst 2008-2009

Managed service level reports (call center individual employee performance scorecards – all product lines, customer satisfaction reports, customer loyalty reports, upper management reports,

forecasting, trending data, marketing and support trend data analysis) - using Excel, Crystal Reports, and Foxpro as tools.

Sage Software (formerly Best Software/Abra) St. Petersburg, FL

Shared Services Support Supervisor 2007-2008

Responsible for 10 high level (second and third tier employees).

Managed critical customer issues.

Created and implemented new project plans.

Created and administered annual performance salary reviews.

Participated in defect review and development meetings.

Implemented and managed a Lead Generation project that paid out to employees quarterly.

Sage Software (formerly Best Software/Abra) St. Petersburg, FL

Call Center Time Division Supervisor 2004-2007

Responsible for hiring customer support staff.

Managed 6 employees.

Provide coaching, leadership and collaborative direction to employees.

Increased quality of support through employee phone monitoring, training and mentoring.

Managed critical customer related issues.

Create project plans.

Establish and administer employee 1 on 1 meetings and annual performance salary reviews.

Participated in management defect tracking, project certification, and software development meetings.

Configure Excel spreadsheets to track employee calls.

Design complex daily, weekly, monthly Crystal and Excel reports for management to measure and quantify employee and department performance.

Member of the SCP certification team.

Sage Software (formerly Best Software/Abra) St. Petersburg, FL

Call Center Abra Support Supervisor 1999-2004

Responsible for hiring customer support staff.

Managed 12 employees.

Provide coaching, leadership, and collaborative direction to employees.

Increased quality of support through employee phone monitoring, training and mentoring.

Managed critical customer related issues.

Created project plans.

Establish and administer employee 1 on 1 meetings and annual performance salary reviews.

Participated in management defect tracking, project certification, and software development meetings.

Created and maintained an access database to track phone monitoring.

Relocated the Canadian Support team to Florida office.

Sage Software (formerly Best Software/Abra) St. Petersburg, FL

Call Center Abra Support Senior 1999-1999

Responsible for escalated issues and data related issues.

Handled the creation of defects and worked closely with QA and Engineering to resolve customer issues.

Member of Abra Support development and reorganization team.

Onsite implementations for clients.

Product expert on all Abra Suite modules.

Sage Software (formerly Best Software/Abra) St. Petersburg, FL

Call Center Abra Support Analyst I 1998-1999

Responsible for incoming support phone calls.

Worked on client’s data and learned how to create custom reports.

Became an expert on Benefits, custom report tool (RRW), and using the custom expression builder tool.

American Auto Paint & Supply St Petersburg, FL 1990-1998

United States Navy Norfolk, Virginia 1986-1990

Computer Skills

Abra Suite, Timesheet Professional, Carpe Diem, AS400, CompuPay Payroll Online Payroll, GoToAssist, Microsoft Office, Microsoft FoxPro, Microsoft Access, Lotus Notes, Aspect Phone (ACD), Business Objects (Crystal Reports 8.5, 10, XI, Xcelsius, Live Office) & Report Writer (RRW), Millennium, MPay Payroll, Peachtree Accounting, QuickBooks & SalesForce, CRMHelpDesk, Mangrove HCM, Asure HCM, some SQL training and basic usage.

Education

Graduate – Park View High School, South Hill, VA

Attended – Florida Metropolitan University - Accounting & Computer Science

Obtained SCP Certified Support Manager

References

Available Upon Request



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