Customer Service Manager
Resume:
Christopher Schwartz
**** ********* *****, *******, ** 30041 H: 678-***-**** ***********@*****.*** Summary A veteran manager with an extensive background in all facets of customer service and operations. Seasoned in Help Desk, NOC, Field Management, Account Management, and Support. In my time with Convergent and Avyve I have been responsible for high level customer relationships with; Ford Motor Company, General Electric, U.S. Army, DirecTV, Emory University, Norfolk Southern, Georgia Power, and others.
Skills Call Center Management
NOC Management
Incident Management
Reporting
Scheduling
Client Relations
Human Resources
Technical Writing
Technical Drawing
Network Monitoring
CRM
Microsoft Office Suite
Experience Customer Service Manager 03/2017 to 03/2018
Avyve Peachtree Corners, GA
Managed the activities of field team members.
Reviewed the daily activities of all open service requests with the Customer Support team.
Effectively communicated with team members to maintain clearly defined expectations.
Developed rapport with the customer base, by handling difficult issues with professionalism.
Implemented changes to existing inventory control methods to increase the accuracy, efficiency and responsiveness of the Service department.
Manager of Transmission and Support Engineering 03/1999 to 11/2016 Convergent Media Systems Alpharetta, GA
Managed a 24x7/365, staff of layer 2 & 3 Customer Support Engineers.
Analyzed phone statistics to maintain sufficient staffing levels.
Documented all aspects of client networks in preparation for implementation of communication systems and associated applications.
Developed and maintained technical expertise for myself and my staff in a constantly developing technological landscape.
Implemented a plan to increase software maintenance that led to a decrease in average monthly number of truck rolls by more than 22%.
Increased alarm functionality, limiting client down time and raising overall customer satisfaction levels.
Christopher Schwartz
3120 Westridge Drive, Cumming, GA 30041 H: 678-***-**** ***********@*****.*** Technical Support Supervisor 01/1998 to 03/1999
Convergent Media Systems
Led a newly formed Tier 2 Service Engineering staff.
Implemented a repository that became the company wide tool for technical documentation used by all operational groups as well as field technicians.
Analyzed support cases for technical and troubleshooting accuracy, increasing the 1st call resolution by 19%.
Increased efficiency, uniformity, and accuracy of installations with the implementation of standardized work flows and diagrams.
Installation Project Manager 07/1997 to 01/1998
Convergent Media Systems
Partnered with DirecTV's commercial installations team in the Food Service and Multi-Family Home product lines.
Engineered and implemented, ad hoc, solutions based on property specific requirements.
Coordinated permitting for commercial installation of satellite antennas.
Created work order information and managed the receipt of all necessary equipment.
Scheduled installation services with property management and clients.
Managed DirecTV commissioning process.
Account Services Manager 06/1994 to 07/1997
Convergent Media Systems
Provided day-to-day operational support to network level customers.
Identified opportunities to up-sell product and services.
Facilitated contract renewals.
Developed and maintained positive customer relationships.
Analyzed P&L records, discovering and collecting revenues of over $25K of monthly recurring income.
Customer Service Engineer/Supervisor 05/1989 to 06/1994 Convergent Media Systems
Developed protocols for a newly formed, full time support help desk.
Provided support for broadcast end users.
Created network diagrams for new and existing networks.
Provided Tier 2 Field Technician support.
Created and maintained technical documents for more than 40 private networks.
Promoted to department supervisor within 4 months of joining the team. Education College of Mount Saint Vincent Riverdale NY
Bachelor of Arts: Communications
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