Customer Service Technical Support

John Drew

*** ******* ***

Middleton, ID *****

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

Cell: 208-***-****

Highly personable manager, with over 15 years experience in customer service, administrative, training, and call center operations in the art, photographic, support, and security industries .

People oriented-with training and mentoring experience.

Expertise in follow through required in resolving escalation issues.

Multi-tasking abilities in fast paced support environments requiring the ability to change tasks on the fly, as necessitated by the situation.

Fully proficient, intermediate to expert capabilities in MS Office applications including Word, Excel, Outlook, and PowerPoint.

Areas of Expertise

Customer Service Management

Escalation Resolution

Mentoring & Coaching

Customer Satisfaction Enhancement

Front-End Supervision

Documentation & Development

Teambuilding & Training

Reporting & Analysis

Procedure Development

Professional Experience

Saia, Inc Boise, ID

9/2011 to 8/2018

Customized ADE Representative- 4/2013 to 8/2018

Direct contact with drivers listing freight shortages and damages at deliveries, and determining freight values.

Daily maintenance auditing driver’s accuracy in enumerating delivery accessorial charges .

Afternoon scrutiny of high profile Starbucks pick-ups, with terminal communications to update/escalate as needed.

Manage Customer Maintenance Forms to update addresses, contacts, or company name changes.

Daily processing of Com-chek payment requests for drivers

Update and manage Customer Information database as needed as support to Customer Service Representatives.

Customer Service Representative- 9/2011 to 4/2013

Schedule freight pick-ups as needed by call volume.

Correspond with terminals across the country resolving deliveries, late freight, damage, and shortages.

Create escalations for local terminals to resolve

Interpret freight movement screens for determining ETA’s and delays.

Teleperformance Boise, ID

1/2009 to 9/2011

Apple iPod Team Supervisor- 9/2009 to present

iPod Technical Support Advisor- 1/2009 to 8/2009

Promoted to supervisor to take over a team of 18 agents experiencing difficulty meeting goals due to discipline, lack of coaching, and willingness issues

Coached to team Customer Satisfaction surveys exceeding 90% for over 10 consecutive months.

In getting to know agents personally, absenteeism has been cut to less than 15% of pre-September numbers. Tardies and early departures are virtually non-existent due to fairly executed disciplinary measures and correctly set expectations..

Team statistics board fostered an atmosphere of friendly competition to achieve metrics, extraordinary customer comments are updated daily on local white board.

Daily coaching and mentoring sessions allow frontline support team to refine their call techniques to achieve specific metrics desired by client.

Employees interviewed and hired perform in the top 12% of 128 call center representatives

My team won all 3 supervisor challenges in 2010-on challenge weeks, exceeding 95% in Customer Satisfaction surveys.

MPC Computers. Nampa, ID

10/2006 to 8/2008

Customer Service Manager/Technical Support Trainer, 12/2006 to 6/2008

Previous Position: Technical Support Representative, 10/2006 to 11/2006

Starting out as a technical support representative, quickly promoted to technical support trainer within 45 days.

Managed over 1500 documents and processes to reconcile with established fulfillment protocols in MPC’s Gateway Pro Acquisition.

ISO9001 Certification management for both customer service and call center environment, providing documentation for metrics, process, and inter-department co-operation, as well as the coordinated execution of processes and metrics for improvement.

Introduced training programs that enhanced employee performance through daily material reviews, testing and sign-off procedures, and training time reduction with a defined and coordinated training regimen.

In corporate acquisition, served as the ‘expert’ in Clarify training, creating desktop and online tutoring to ease the transition process, and serve as liaison between departments.

Created new training for take-over of 300 customer service and call center representatives including documentation, manuals, testing, and skills verification.

Education & Training

Northwestern University, Evanston, IL Bachelor of Science, Speech/Communications/Technology

Bachelor of Science in Speech-Radio-TV-Film discipline

Training: Completed numerous courses and seminars in customer service, Excel, sales, and team building and management techniques.

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