Customer Service Manager
Resume:
BUCKY H. WILSON
*** ****** ***** *****: 229-***-****
Leesburg, GA 31763 Email: *********@*****.***
QUALITY ASSURANCE MANAGER
As an accomplished IT professional with demonstrated success designing, implementing, and managing database solutions that improve business functionality; I’ve found myself given a renewed opportunity to connect with people, and develop a culture of Customer Service for the greater good for a mid-sized growth company. As an energetic, and eclectic leader I understand both strength and weaknesses to ethically connect with a melting pot of peer and subordinates. Character development, blended managerial experience and a diversified technical background with a proven ability to implement technologies that decrease costs, increase performance and positively affect the bottom line. AREAS OF EXPERTISE
Database Management
Database Maintenance
Process Improvement
Database Design
Requirements Analysis
Quality Assurance
Network & System Administration
Leadership & Decision Making
Customer Service
Prioritization & Time Management
Coaching & Mentoring
Supervision
Strategic Planning
Communication
Organization
KEY SKILLS ASSESSMENT
Extensive experience working with all aspects of in-house developed systems.
Expertise in full project life cycle development for implementation and integration.
Polished leadership skills, with the ability to motivate teams and increase productivity.
Deep understanding of technology with focus on delivering business solutions.
Technology Snapshot: Windows, Active Directory, Putty, Mac OS 9, Mac OS X to El Capitan, iOS, Android OS, TCP/IP/IPX Configurations, Backup Dialup Configurations, Tethering, Telephony and Networking Equipment, MS Office Suite, MS Project, MS SharePoint, MS Exchange, SAP
Experience with navigation through IVR mapping in InContact/RingCentral (N!CE) Studio software.
Familiarity with CRM and Campaign API integration (Salesforce/Oracle/InContact/RingCentral/Blue Pumpkin)
WFM through Workforce Optimization tools. Rich client management, and navigation skills. (NICE/Blue Pumpkin) PROFESSIONAL EXPERIENCE (15+ YEARS)
MICROF LLC., ALBANY, GA 2017 – PRESENT
QUALITY ASSURANCE AND WORK FORCE MANAGER
Responsible for design and development of a sustainable Quality Assurance program implemented for projected company growth with current, and potential financial investors.
Policy architecture, proposal and implementation for quality assurance and service level efficiency.
Script Designer for new hire training, and cross-training rubrics.
Responsible for providing historical reporting analytics for metric based supervisor subordinate performance. Reporting distributed to all Directors of internal Business Units.
Responsible for maintaining intrashift schedule adherence to keep efficiency at max, and ensure all distributed inbound calls are received within SLA.
Momentous load balance for ACD of local and remote sites. KEY ACCOMPLISHMENTS:
Sought after for an onboarding Management position, for the highest responsibility of developing a new culture in Customer Service.
COMNET TECHNICAL SOLUTIONS INC., ALBANY, GA 2011 – 2017 MAINTENANCE REPAIR AND OPERATIONS MANAGER – PROCTOR & GAMBLE CONTRACT
Manage over 1000+ machines for active inventory, and billing purposes, maintaining a strong and balanced relationship between Hewlett Packard Enterprise, and Proctor & Gamble.
Play pivotal role as Lead Technician for all PC refresh projects.
Consult, plan, organize and deliver role based hardware exchange and data migration within sensitive time frames.
Oversee maintenance and repair of Windows based operating systems, HP, Lenovo, Dell and Apple (OSX and iOS) laptops, desktops and mobile devices.
Provide network and system administration support regarding user permissions and right restrictions, file management, network management and stability.
(CONTINUED PROFESSIONAL EXPERIENCE
KEY ACCOMPLISHMENTS:
Winner of the company’s Ranch Dressing Award for team motivation and mentoring. TELEPERFORMANCE USA, ALBANY, GA 2003 – 2011
AT&T MOBILITY SUPERVISOR (2010 – 2011)
Managed a team of 30+ members and supervised over 400 agents per shift.
Identified new business sources within the market and built strategies for capturing business from potential referral sources.
Coordinated sales teams and operations teams to ensure the best outcome for the customer while maximizing sales potential.
Provided ongoing training for representatives in building relationships with customers and understanding their needs in order to meet daily, weekly, and monthly performance metrics for support and delivery.
Diffused situations with customers who requested the presence of a supervisor or manager.
Accurately documented team members’ profiles, recommended accolades for exemplary achievements, and disciplinary actions when appropriate.
KEY ACCOMPLISHMENTS:
Recognized as Employee of the Month for February and June 2006, and Employee of the Year 2006. DSL TECHNICAL SUPPORT SUPERVISOR (2003 – 2009)
Planned, organized, scheduled and supervised day to day technical support operations for Fast Access DSL consumer, Home Networking, and Small Business Networks, including all troubleshooting, and customer service issues.
Identified root causes of issues and delivered technical solutions.
Led, managed, developed, trained and reviewed performance of staff.
Ensured all employee issues and concerns were addressed in a timely manner, encouraged involvement from staff and fostered a positive team environment.
Measured, monitored and maintained customer service and satisfaction.
Managed and scheduled training and development for all the technical support team members.
Monitored and maintained database and CRM functionality. KEY ACCOMPLISHMENTS:
Played pivotal role in the career development of 8 team members by coaching and mentoring them, and helping them gain promotions.
EDUCATION & TRAINING
Diploma (GED), Albany Technical College, Albany, GA CERTIFICATIONS
CompTIA A+ Certified Technician, ID# COMP001020404341, CompTIA, Downers Grove, IL Additional Education and Training experience: Available upon inquiry.
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