Customer Service Manager

MARC FISHER

Ridgefield, CT 801-***-****

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

Experienced in customer support roles both as a Manager of an engineering team as well as a software support engineer for 14+ years. Served as the point of contact for customer escalations and handled all communications and reporting. Critical thinker who addresses customer support issues quickly in fast paced environments. Developed Salesforce training and documentation. Highly motivated with desire to learn.

EXPERIENCE

2015 – 2017

CUSTOMER SUPPORT MANAGER, GE HEALTHCARE

Promoted to Manager of large market team with over $10M in accounts. Managed support team engineers across the U.S. Increased customer satisfaction from 70% to 85%.

Developed vision, goals, and changed management strategy to lead team to exceed expectations and provide excellent customer service.

Led migration from legacy CRM to Salesforce and developed training for internal and external customers.

Conducted weekly status calls with C-level clients to report defects and client support issues.

Analyzed key metrics to ensure optimal staff performance. Motivated staff through individual coaching sessions, mentoring and career development.

Effectively handled the recruiting, interviewing, hiring, and termination decisions within the department.

Leveraged data analytics to implement process improvements optimizing collection results. Delivered regular quality reports to executives on call center metrics.

2013 – 2015

TEAM LEAD CUSTOMER SUPPORT - PACS, GE HEALTHCARE

Managed priorities and workflow for call center team of engineers. Maintain high levels of performance for customer service metrics including: 90% live call answer rate, call quality and 95% customer satisfaction.

Served as the single point of contact for customer escalations.

Resolved Sybase and SQL database issues.

Provided weekly and monthly metrics to leadership.

Tracked defects and reported back to customers the status.

Supported customers after hours to resolve critical issues.

Ensured all knowledge articles met requirements and coached authors on how to write articles. Developed training for Salesforce Knowledge Management.

Analyzed key metrics to ensure optimal staff performance.

Motivated staff through individual coaching sessions, mentoring and career development.

Handled the recruiting, interviewing, and hiring decisions within the department.

2007 – 2013

SOFTWARE SUPPORT ENGINEER TECH II - PACS, GE HEALTHCARE

Responsible for maintaining 24-hour up-time for critical healthcare software systems, in a fast paced, high call volume environment. Maintained 95% customer satisfaction.

Developed and deployed new strategy to reduce escalations by 10%.

Led the migration of the legacy Knowledge Management system to Salesforce KM.

Provided technical support for released software working directly with customers.

Resolved configuration related problems.

Assisted in interviewing and mentoring new hires.

2003 – 2007

FIELD ENGINEER – X-RAY/PACS, GE Healthcare

Responsible for all install and service issues in the Utah area for X-ray and PACS equipment.

Site visits to hospitals to troubleshoot, analyze, repair and install equipment.

Prepared and maintained reports detailing all tests, repairs and maintenance performed.

Consulted manuals, schematics, wiring diagrams and engineering personnel in order to troubleshoot and solve issues.

Performed service, calibrations and compliance testing.

Installed x-ray equipment and replacement parts.

Frequently diagnosed mechanical problems and determined how to correct them.

EXPERTISE

Customer Service Management

Complaint Resolution

Customer Satisfaction

Experience with Linux, Sybase, SQL and VMware

Project management skills in fast paced, high intensity environment

Organized and detail-oriented

Expert in all MS Office programs

Salesforce

Excellent problem solver

Strong verbal and written communication skills

Excellent mathematical and analytical skills

Remote connection tools: RDP and VPN

EDUCATION

BACHELOR OF SCIENCE IN ELECTRONIC ENGINEERING TECHNOLOGY, Devry university

GPA 3.98 with honors. Technology integration and analysis. Microprocessor architecture and control. Electronic circuits and devices. Digital systems and signal processing. Hardware description languages. Programmable logic devices. Complex problem-solving.

REFERENCES

Provided upon request

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