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Manager Customer Service

Berkeley Springs, West Virginia, United States
August 28, 2018

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Cv Emmanuel Tweve

**** ****** **. **, **** ** D.C, 20009 USA Phone: 1-202-***-****/202-***-****


With over 10+ years of experience General Manager, Operations/Technical Services Manager, detail-oriented with a proven ability to lead multifunctional teams while supervising, managing Technical Support enters including SaaS deployment team. Experience in project management, processes and systems implementation. Creates highly motivated team-oriented atmospheres via empowerment, communication and mentoring. Demonstrated aptitude for developing and implementing strategies that support long term and short term business goals and financial objectives.


Obtain a challenging position with a global business or professional association or the opportunity for analysing, organizing and managing challenging projects through individual and team efforts.

Core Competencies

Strategic Thinking:

Proven ability to lower cost and increase team efficiency over a short project duration.

Strong customer focus, experience in recognition of customer needs and conceptualizing solutions.

Quality focused with a passion for continuous improvement.

Results Orientation:

Results-driven approach to achieving tasks and objectives.

Established ability to prioritize, handle multiple projects of various diverse scope in a fast-paced and dynamic environment.

Proven track record of meeting targets and deadlines.


Proven leadership skills involving Catalytic managing, developing and motivating teams to achieve business objectives.

Managed-complex small and medium scale-projects through calculated planning and approaches.

Led SaaS migration project to a new Platform and successfully deployed to 8000+ subscribers.

Key Strengths

Technical Support

Process Improvements

Business Process Automation


Client Services Management

Customer Service


Support Documentation

Program Management


Six Sigma

Problem Solving

Data Analysis/Statitics

Employee Training & Coaching

Quality Assurance

Software Knowledge

Word, Excel, PowerPoint, Visio, Project, Access

Internet Explorer, Mozilla, Open Office

Management software (Confluence, Jira)

Active Directory

Windows 2000, 2003, XP, 7

SQL, XML, Visual Basic


Veritas Backup Exec

EDUCATION: Professional Development


Master's in Public Administration GPA 3.45

Concentration: Public Leadership and Management Affairs

Ohio University, Athens-Ohio



Bachelor of Arts – Political Science

Concentration: National security and international relations

West Virginia University, Morgantown-WV


Three years of Computer Science IT at Shephered Univeristy.

May 2010

Professional Experience

Wii-Track Wireless Limited, Dar – Es Salaam, Tanzania, USA & Kenya

Manager Operation August 2015 - Present

Implement key indicators for service metrics to ensure quality and timeliness of service delivery

Implement process oriented work streams for service delivery

Manage and monitor results of team to ensure internal and external SLA's are met

Develop and implemented process for maintaining Service delivery at Help Desk.

Focus resources on critical business needs to reduce costs while achieving optimal results

Develop continuous process improvement and implemented initiatives to meet critical timelines

Train, guide & monitor technical staff in their day to day function

Incident Management of Severity 1 and 2 incidents and resolve customer escalations with Help Desk.

Responsible for rapid team expansion providing training and performance evaluations on a regular basis

Bank of America(Teletech) 2013-14

Accounting Manager

Construction Experience: 2006 - 15

Painting/ houses


Concrete repair,wall repair, Roofing, planning, capentry,plaster, sheetrock walls, block,sand and other related job


Fluent: Languages: English and Swahili, and basic Arabic and Uganda.


Technical Support, Process Improvements, Business Process Automation, Customer Service, Project Management, Program Management, Project delivery, Business Analysis, Strategic Planning, Support Documentation, Consulting, SaaS, Data Analysis, Six Sigma, NetSuite CRM, Telecommunications, Location-Based Service, AVL, GPS Devices, GPS Applications, M2M.

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