Customer Service Manager

Erick Santana

**** ******** ***** **** *******, Tx. 77089

Cell: 586-***-****

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

PROFESSIONAL STRENGTHS

A results-oriented, bilingual professional with over 27 years of experience in networking, customer service and management and 6 years of sales experience. Has successfully managed network, desktop support departments and planned and implemented several corporate LAN/WAN expansions. Familiar with a large variety of software packages ranging from accounting to multimedia in various environments such as PC, Windows, UNIX and Apple. Works well under pressure and possesses superb organizational skills. Known for ability to establish goals, streamline processes, establish measurable objectives and motivate a team. A skilled troubleshooter, mentor and natural leader who is committed to continual IT business improvement. A variety of skills ... ambitious, detailed, objective, consistent and responsible.

PROFESSIONAL OBJECTIVE

Seeking a position utilizing accumulated expertise in Customer Services Support and, or Project Management.

SUMMARY OF QUALIFICATIONS

Work Related Fields of Experience:

Healthcare industry (over 17 years), Mortgage and Banking industry (over 5 years), Advertising and Manufacturing industry (over 5 years), Warehousing and Inventory industry (over 2 years) and Food Services Industry (1 year).

In the above mentioned industries I have performed the following job functions: Project Manager, Network Manager, Customer Service Supervisor, Telecom Specialist, and Business Continuity Specialist (Disaster Recovery Supervisor)

Technical Customer Services:

Assisted in reorganizing the Helpdesk departments into a fully integrated Technical Support Centers consisting of internal and external Support Teams. Supported incoming calls 24/7/365 and established Support Center standards. Trained and coached analyst staffs of ranging from 10 to 50 analysts over 3 shifts in 3 different locations across the U.S. Increased productivity and efficiency.

PROFESSIONAL EXPERIENCE

Customer Support Technician

Henry Ford - Rochester Hills, MI (3/2011 – 5/2018)

Provide technical assistance to end-users using computer systems supported by the Customer Service Center. Support via telephone by answering questions, resetting passwords, researching and troubleshooting problems, relaying step-by-step procedures and utilizing call escalation procedures for unresolved problems. Perform tasks and assignments required by other departments, as well as provide assistance to other technicians in solving unfamiliar or complex problems. Familiar with various Hospital applications including Helios Epic.

Call Center Support Analyst

Volkswagen/Audi (Dell Services) - Rochester Hills, MI (1/2011 – 3/2011) (Contract employee)

Call center responsibilities making outbound calls to new Volkswagen vehicle owners. Calls consist of the following: Answering all technical and vehicle related questions (Warranty, Dealer Services). Knowledge Base maintenance and adhering to all call center standards.

Call Center Technical Analyst

SavaSeniorCare - Houston/TX (4/2005 – 11/2010)

Call center responsibilities, answer all incoming technical calls. Calls consist of the following: Windows XP, Novell, MS Office (in-depth), Lotus Notes v7.0/v.8.0, network connectivity and Telecom Issues. Support applications such as PeopleSoft, Caretracker, CareCentral, and DOS based Medicare/Medicaid applications. Knowledge Base maintenance and adhering to all call center standards.

Technical Support Center Manager

CKE Restaurants – Anaheim, CA (2/2004 to 6/2004)

Assisted in rebuilding and reorganizing the Helpdesk department into a fully integrated Technical Support Center consisting of Restaurant and Corporate Support Teams. Created 3 shifts to support incoming calls 24/7/365 and established Support Center standards; Answer all calls in 3 rings or less, and maintain an abandon rate of 3% or less, to answer minimum of 70 calls per day and to close a minimum of 15 calls per analyst. Increased productivity and efficiency within the TSC 40%.

Daily activities consisted of training and coaching the management staff which consisted of Supervisors (2), Shift Leads (5), Sr. Analyst (5), and finally train, motivate and coach an analyst staff of 45, over 3 shifts and 3 different locations across the U.S. Review of all call reports and Service Desk queues (logged calls awaiting completion). Review all open calls that were assigned to our Nationwide Services Provider to make sure all call were completed in a timely manner. Finally to communicate to the field all TSC changes and improvements.

Project management duties included planning and implementing new procedures for answering calls more efficiently and implementing software that can track analyst’s production. Setting up daily work schedules, creating training schedules for the staff members (95% of staff STI Helpdesk Professional Certified).

Assisted in the creation of the online knowledge base for internal and external users. Also assisted in the creation of the Analyst’s call manual and boosted employee moral by using FISH methodologies within the department.

Network Administrator, Customer Service Specialist, Project Management, and Business Continuity Manager (Disaster Recovery Specialist)

NYK Logistics (UWDC) Inc. / Volt Services (Contract) – Long Beach, CA (2002 - 2003)

Provided network management consisting of planning for the expansion of the WAN and LAN services. Responsible for creating and implementing a Company wide Disaster Recovery Plan (Business Continuity and Emergency Relocation Plan). Implementation and updating the Warehouse management and Inventory systems (WMS/WIS).

Project management duties included planning and implementing a Voice over IP services, a warehouse security system, backup and recovery system, disaster recovery system, a Lotus Notes integrated helpdesk system (for internal and external users) and a current ISO 9000 approved IS Manual. Over $275,000 was recovered from obsolete services.

Network Manager, Customer Service Specialist, Project Management, and Business Continuity Manager (Disaster Recovery Specialist)

Money Mailer, LLC – Garden Grove, CA (1998 – 2002)

Provided network management consisting of planning for the expansion of the WAN and LAN services. Planned and implemented migrations from Novell NDS environment to Windows 2000 services and Active Directory. Managed a network support team that performed network and desktop upgrades to Windows 2000 Professional. Responsible for back-ups of complete network (870GB) and desktop systems (300GB).

Responsible for creating and implementing a Company wide Disaster Recovery Plan (Business Continuity and Emergency Relocation Plan)

Project management duties included planning and installing a new e-mail system, backup and recovery system, disaster recovery system, helpdesk (internal and external clients) and a current IS Manual. Results: Network uptime improved from 74% to 99.8%. Over $75,000 in no longer needed services was recovered and company’s efficiency improved by 40%. Reviewed network security systems and improved them through the addition of firewalls, router access lists and restriction of Internet usage by Microsoft desktop policies.

Customer Service Manager, Network Analyst, and Business Continuity Manager (Disaster Recovery Specialist)

Forbes Computer Technology Group – Irvine, CA (1996 – 1998)

Hired and trained service technicians and onsite contractors for customized projects. Worked closely with CEO to expand computer services revenue. Results: Services revenue increase by 65% in less than 6 months and continued a steady growth pattern. Company revenue increased from $4 million to $10 million. Was awarded Employee of the Year 2 years straight. Provided service support including online technical support, network analysis/implementation and software training. Responsible for creating and implementing a Company wide Disaster Recovery Plan (Business Continuity and Emergency Relocation Plan). Designed and maintained Intranet and Internet sites. Responsible for project management and consulting of large LANs/WANs and implementation.

Customer Service Specialist, Network Analyst, and Southeastern Sales Representative

RF Electronics Inc. – Irvine, CA (1995 – 1996)

Sold micro components (surface and mount resistors and capacitors) to the Southeastern part of the US. Results: Expanded territory to cover 12 states and increased sales by 45%. Worked closely with Marketing Director to expand sales and product lines.

Customer Service Manager, Network Consultant, System Administrator, and Sales Specialist

Entre Computer Center – Irvine, CA (1994 – 1995)

Responsible for hiring and training of a sales department of 6 inside and outside sales representatives. Implemented new selling techniques for store growth, including development of promotional and service packages. Results: Increased sales by 35% in less than 2 months and continued a steady growth pattern.

International Sales Representative

CDCE Inc. – Yorba Linda, CA (1992 – 1994)

Sold memory products for all computer systems and laser printers, as well as networking and peripherals. Results: Received the Employee of the Year Award in 1993 for highest sales (Latin America). Provided technical support to customers.

Network & Technical Support Manager, and Customer Service Manager

Pacific Intertek, Inc. – Irvine, CA (1989 – 1992)

Oversaw service and technical department and provided customer service support. Responsible for configurations, trouble shooting, repairs and loading of customized software packages.

Service Manager

Businessland – San Jose, CA (1986 – 1989)

Oversaw service department of 30 employees. Responsible for configurations, troubleshooting and repairs. Assigned duties and responsibilities to department heads and trained new employees.

EDUCATION AND CONTINUOUS TRAINING

B.S. Degree (Electronics) – DeVry Institute of Technology, City of Industry, CA (1988)

B.A. Degree (Business) – USC, City of Los Angeles, CA (1989)

Certified STI Helpdesk Professional and Manager 2004

Certified Project Manager/Specialist – 1999, 2002

Microsoft MCSE, Advanced Server, Windows 2000 Certified – 1997, 1998, 2000

Cisco Certified Engineer – 2001, 2002

Citrix MetaFrame Services – 2001

Novell CNE Certified - 1999

Disaster Recovery Certification – 1999, Renewed 2003

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