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Customer Experience Manager, Call Center Manager

Pompano Beach, Florida, United States
November 20, 2018

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Coral Springs, Florida ***71 203-***-****


Exceed Key Performance Indicator Target Milestones

Broad experience in Infrastructure Management service delivery, Service Management and delivering World Class Technical Support. Customer-centric professional focused on improving the customer experience through on-going training / coaching on case management best practices, knowledge base management and work instruction procedures based on the standardization of criteria for post installation support service delivery. Implementation and facilitation of work instruction procedure processes required for ISO 9000 audit compliance and business operations with corrective actions and improvements to drive a positive customer experience.

Personnel management, problem solving, leadership skills expertise and ability to working under pressure in a fast-paced environment. Expert in identifying product report issue trends, collaboration with cross functional stakeholder teams for the development of an action / resolution plan while being a customer advocate, managing department cost expense budget. Transform business objectives into strategic outcomes utilizing advanced analytics.

Post Sales Installation Product Support

Implement Process Improvements

Software Development Life Cycle

Service Level Agreement Management Model

Strategic & Operational Planning

Cost / Expense Management

Global Help Desk / Call Center Management

VERTIV (fka Emerson Network Power) 1998 – 2018

Large global technology company that specializes in infrastructure management solutions for data centers and power

distribution systems.

Director, Technical Support (2012 – 2018)

Directed a global team of 50+ Contact Call Center Technical Support professionals delivering post sales installation hardware and software (SaaS) product support services driving ROI on the customer investment. Responsible for the daily business operations of the department. Supported business strategic objectives while directly interacting and collaborating with other functional team departments. Accounted for the oversight of the annual department cost expense and budget of $4M. Managed, tracked and facilitated customer reported product issue escalations in CRM and Bugzilla.

Implemented a Product Triage process facilitated weekly for the assessment and decision-making of being a product bug or limitation where the case status update is delivered to the customer while working closely with Professional Services, Product Management and Engineering Services for the delivery of a resolution plan.

Developed Severity 1 / Priority 1 notification process based on criticality of product reported issue. This raised awareness to Executive Management and functional team leadership for collaboration and development of a resolution plan. Engaged directed with strategic customer accounts to preserve company revenue.

Maintained responsive support organization for Service Level Agreement (SLA) compliance based on software and hardware support service offerings that exceeded 85% response time target for all generally available product releases. Logistics required for product Return Material Authorizations / Claims and validation of hardware warranty coverage.

Directly involved and managed business transformation strategic plans for CRM case management and ACD / IVR telephony system migration projects requiring compiling Business Requirement Documents. Gathered information from various business units factoring user functional role, implementing UAT leading to production system launch.

Successfully executed and maintained the Managed Shared Services Program organization structure; staff capacity levels, budgeting, training plans and KPI’s that led to the regionalization of a multi-lingual product support model.

Created feature enhancement request submission process with internal stakeholder buy-in and resulting in the improvement of the customer experience with insight on the business disposition within 90 days.

Drove the product support readiness plan for new hardware and software product development projects that were aligned with targeted generally available release dates.

Streamlined global work instruction procedures and processes for product support service delivery that were aligned with Quality Control and ISO 9000 internal / external audit compliance.


Director, Technical Support (Emerson Network Power, fka Aperture Technologies) (2003 – 2012)

Directed 20+ staff for global business operations. Maintained responsive support organization that exceeded Service Level Agreements for software generally available product releases.

Drove business strategic plan for implementing a Managed Services Program (MSP) product support model with staff resource in the Philippines reducing managed headcount cost that required facilitation of training and knowledge transfer plan.

Implemented handoff transition process for post-sales installations with Professional Services that led to facilitation and delivery of Technical Support overview with customers.

Drove software product upgrade installation process for all point releases while managing department resource assignment.

Worked closely with Human Resources and third-party vendor developing standardization of job descriptions that were streamlined across global site locations.

Established written policies and standardization of procedures that improved customer experience.

Created, implemented and facilitated Product Triage meetings for decision-making process on incidents either requiring service pack maintenance and / or hotfix release.

Achieved Support M.V.P and Golden Eagle Awards based on customer-centric focus and service delivery improvements implemented in department. Nominated for Emerson Network Power “Consider it Solved” Award.

Technical Support Team Lead (Aperture Technologies) (2001 - 2003)

Assisted the Managing Director, Technical Support on the daily operation of the organization which includes documenting and communicating issues and staff supervision.

Ensured all Service Level Agreements were being met and issues are being responded to accordingly by Technical Support Engineers.

Addressed and resolved any bottlenecks while reassigning cases to other Technical Support staff when necessary.

Sr. Technical Support Engineer (Aperture Technologies) (2000 - 2001)

Diagnosing and troubleshooting product software incidents reported by customers and company field personnel.

Acquired and improved product architecture component knowledge and troubleshooting skill set required taking ownership of higher priority incidents and Jr. Technical Support Engineer escalations.

Mentored the Jr. Technical Support Engineer staff and delivered diagnostic training in the department.

Jr. Technical Support Engineer (Aperture Technologies) (1998 – 2000)

Responsible for troubleshooting software product incidents reported by field personnel and customers.

Troubleshooting software reported issues delivering a resolution while replication for issue escalation.

Interface with all levels of internal and external customer personnel.

Problem solving, detail-oriented, analytical, shared services, process oriented, organizational skills, automatic call distribution, interactive voice response, fast paced environment, resolution, agent queue, quality, SaaS, continuous improvement, metrics, application support, productivity, benchmark, collaborate, policy, ROI, call monitoring, customer satisfaction, prioritize, critical issue, manage, tier, effective, efficient, interaction, implementation, upgrades


Bachelor of Arts (BA), State University of New York at Buffalo


MS Office (Excel, PowerPoint, Word), Software / Hardware troubleshooting, Software Development Lifecycle, Bugzilla


Be the Voice of the Customer, Communicative Manager, Advanced Leadership, Safety Council Training, Executing Business Transformation, The First 90 Days, Currently enrolled in Lean Six Sigma Green Belt Certification Course


Member, Fort Lauderdale Alumni Chapter, Kappa Alpha Psi Fraternity Inc. (Board of Directors, Keeper of Records)

Organize a Toys for Tots Charity Christmas Event

President & Board of Directors, Somers Village Townhouse Association (2009 – 2012)

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