Customer Service Manager

VICKIE J. DAVIS

*** *** **** ****, ****** Hill, California 95037

512-***-**** (cell) ******.*.*****@*******.***

Dynamic and innovative professional with 25+ years of demonstrated achievements in delivering strategic, cost-effective business and technology services to governmental, quasi-governmental, and multimillion-dollar organizations.

Procurements & Contracts Information Technology Project Management Technical Services & Support

Leadership, Management, Mentoring, & Training Resource Planning & Allocation

Problem Solving Strategic Analysis Cost Savings & Profit Growth Budgeting

Customer Service Continuous Process Improvement Productivity Improvement

PROFESSIONAL EXPERIENCE

CITY OF SAN JOSÉ, San José, California January 2015 to Present

Senior Analyst (December 2015 to present)

Manage strategic information technology procurement projects.

Provide significant cost savings through analysis, research, and strategic and innovative thinking:

Saved over $100,000 by leveraging existing technology used by the City for a parking occupancy system.

Brought costs into budget for the business intelligence project by analyzing and identifying that data storage requirements were overestimated by 6-10x.

Manage multiple strategic projects simultaneously, keeping them on time and on target through controlling project timelines, coordinating staff efforts, regularly updating management and stakeholders, resolving conflicts, and addressing other challenges to completion as required.

Prepare, publish, negotiate, and execute procurement-related documentation, including requests for proposals, requests for bids, scopes of services and requirements, insurance requirements, contracts and contract modifications, and council memos.

Specific projects include, but are not limited to, business intelligence, virtual desktop and hyper converged infrastructure, master address database, open data, human resources/payroll/budgeting, financial management, e-procurement, permitting, infrastructure refresh, document management, WiFi, cyber security services, and business tax.

Conduct research and collaborate with customers to explore procurement options to most effectively and efficiently fulfill their requirements in compliance with City of San José City Municipal Code, procurement and contract process integrity and conflict of interest policies and procedures, and applicable state and federal laws.

Buyer II (January 2015 to December 2015) – Promoted to Senior Analyst

Performed procurement activities for assigned commodities, including information technology, aggregate materials, and services.

Achieved significant cost savings through analysis, research, and strategic and innovative thinking:

Saved over $150,000 by recommending upgrade of existing licenses rather than purchase of new licenses.

Obtained tax collector/assessor data from Santa Clara County at no charge rather than purchasing it through a vendor.

Prepared, published, issued, negotiated, and executed procurement-related documentation, including requests for proposals, requests for bids, requests for quotations, scopes of services and requirements, insurance requirements, purchase orders, contracts and contract modifications, and council memos in compliance with City of San José Municipal Code, procurement and contract process integrity and conflict of interest policies and procedures, and applicable state and federal laws.

IDC SOFTWARE, Picton, Ontario June 2011 to June 2014

Director/Owner

Conducted strategic planning and research of new product offerings and businesses, oversaw legal contracts, and provided direction in accordance with company goals and objectives.

Worked with private and public interests to develop selection criteria, select, and fund 15 startup companies to stimulate technology-related business growth in the local area, which led to the creation of 50+ new technology jobs in rural Canada.

Mentored and trained startup company staff in technology, marketing, business planning, finance, human resources, and budgeting.

LOGICAL INFORMATION MACHINES, Austin, Texas March to May 2009

Client Services Manager

Managed 4-person technical support team.

Developed and published ticketing policies and procedures to enhance customer service, including teaming with other departments to prioritize issue escalation and resolution for strategic customers.

Developed, communicated, and monitored goals and metrics to effectively measure performance and improvements.

Significantly reduced open trouble tickets from 1100 to 500 within 3 months.

Improved team performance by providing additional training on company datasets, troubleshooting techniques, and software functionality.

Maximized usefulness of legacy ticketing system by developing Crystal Reports for data analysis and performance tracking.

Continued

VICKIE J. DAVIS Page 2 ******.*.*****@*******.*********:*****@***.***

DENVER REGIONAL COUNCIL OF GOVTS, Denver, Colorado April 2001 to October 2004 and April 2007 to July 2008

Financial Services Manager (April 2007 to July 2008)

Administered financial services and operations, including annual and revised agency budget preparation, administrative and financial reports development using Crystal Reports and Microsoft SQL Server, and management of procurement activities.

Halved staff costs, improved grantee management, and reduced turnaround times for executing $16 million worth of contracts by implementing new technological tools and streamlining processes and procedures:

Optimized grantee application process by developing web-based submission software.

Improved reimbursement processes by creating online expense reporting and reimbursement system for grantees.

Financial & Technical Services Manager (February 2004 to October 2004)

Financial Services Manager (April 2002 to February 2004) – Promoted to Financial & Technical Services Manager

Financial Resources Planner (April 2001 to April 2002) – Promoted to Financial Services Manager

Directed 5-person financial and technical team to manage agency budgets, contracts, purchasing, information technology, central files and fixed assets.

Co-led migration from legacy accounting system to Great Plains (now Microsoft Dynamics) accounting system, including system configuration to reflect business rules and development of fiscal reports using Crystal Reports and Microsoft SQL Server.

Implemented electronic documentation system to reduce space requirements and provide faster access to information.

Crafted purchasing requirements and guidelines, including templates for requests for proposals, requests for bids, and requests for qualifications.

Led development of a help desk ticket tracking and resolution system, a server and system maintenance plan, and a data backup and retention policy.

Developed contract templates, in cooperation with Agency lawyers, to reduce contract preparation time and ensure consistency.

OPUS HEALTHCARE SOLUTIONS, INC., Austin, Texas September 2005 to March 2007

Technical Support Manager – Promoted to this position a month after joining the company as a Crystal Reports Developer

Managed 20-person technical support team.

Reduced resolution turnaround times and significantly improved customer service by implementing innovative ticket tracking procedures, setting service level targets based on issue severity, and clearly communicating goals and expectations to staff.

Enhanced team performance and improved customer satisfaction by providing additional staff training to achieve first call resolution and by establishing regular and consistent follow-ups with each customer regarding their outstanding issues.

Improved ticket tracking system data and utilization by separating trouble tickets from requests for new functionality to route them to the correct department, slashing open trouble tickets from over 1,000 to less than 200, and developed new reports using Crystal Reports for further analysis to eventually reduce open trouble tickets to less than 100.

Boosted service levels by initiating new staffing procedures for 24 hour round-the-clock support availability.

Teamed with other management staff to develop procedures for performing planned customer maintenance and managing change control and application updates.

Delivered onsite support and service to customers, significantly increasing customer satisfaction and improving staff awareness of customer issues.

JWS CORPORATION, Shawnee Mission, Kansas January 1998 to April 2001

Manager, Administration & Finance (January 2000 to April 2001)

Supervised 4-person administrative and financial team to manage company’s information technology systems, accounting, purchasing, order fulfillment, customer service, and asset management activities.

Implemented company’s enterprise product internally to identify and eliminate defects prior to release to customers.

Maintained and administered Novell, Windows NT, Microsoft SQL Server, and Microsoft Exchange servers.

Wrote and published employee handbook in compliance with applicable employment laws.

Project Leader (January 1998 to January 2000) – Promoted to Manager, Administration & Finance

Implemented company’s new enterprise point of sale system at over 30 customer locations nationwide, including server, client, and software configuration and setup, integration with hardware peripherals and third party billing system, supervision of field service technician, and providing customer training.

Developed (in Delphi), tested, and released the Kansas Department of Transportation Computerized Bid Proposal system.

Researched, selected, procured, and implemented company-wide customer service software, ProAmerica Connect Care, for support call and resolution tracking, including conducting staff training and providing ongoing application and Microsoft SQL Server database administration.

Early Career (details provided on request):

Resource Consultant, Celeritas Technologies, LLC (1997)

Director, Member Services & Special Projects/Others, SEMI/SEMATECH (1989 to 1997)

Adjunct Instructor, Austin Community College (1996 to 1997)

Clerk, Texas Department of Public Safety (1986 to 1988)

Continued

VICKIE J. DAVIS Page 3 ******.*.*****@*******.*********:*****@***.***

FORMAL EDUCATION

Master of Business Administration, Cum Laude

Major: General Business

St. Edward’s University, Austin, Texas

Bachelor of Arts, Cum Laude

Major: Government Minors: Physics, Mathematics, and English

Angelo State University, San Angelo, Texas

PROFESSIONAL TRAINING

Customer Satisfaction, Quality Improvement, Supervision & Leadership, Seven Habits of Highly Effective People,

Procurement, Negotiation Skills, Software Licensing, Project Management, DIR and Prevailing Wage,

Team Building, Time Management, and various Computer Software/Hardware/Networking Courses

TECHNICAL SKILLS

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, and Access), Microsoft SQL Server, Microsoft Windows, Microsoft Dynamics, Crystal Reports, Microsoft Project, FMS, TrackWise, Connect Care, DataEase, MSA, HTML, and various others

Contact this candidate