Resume

Sign in

Customer Service Manager

Location:
Mableton, Georgia, United States
Posted:
February 27, 2019

Contact this candidate

Resume:

Accomplished IT business professional offering successful experience in driving business success in project management, customer service management, and business process improvements to increase efficiency and profitability. Recognized as a business-minded professional who builds effective teams and consistently delivers results that exceed employers’ expectations.

P R O F E S S I O N A L E X P E R I E N C E

The Home Depot (contract) Sept 2017 – Dec 2018 Product Support Specialist for COM/SVS L3

Product Support Specialist uses analytical methods and a variety of tools to understand, predict, improve and/or control the issue resolution process for the COM Interconnected Retail system. Responsible for data management, project management, analyzing performance, identifying problems, and developing recommendations that support The Home Depot store operations.

Develops solutions that leverage the Company’ s volumes, systems and partnerships while providing consistently high levels of customer service in the support of store associates

Identifies and prioritizes needs and communicates recommendations to upper management to achieve efficient product distribution

Provides data and recommendations on product tracking, analysis, rerouting, costing and usage alternatives

Manages vendor/business partner relationships

Identifies product codes in COM that hinder the production of ticket closures

Identifies and tracks system errors that impedes production of staging and closure of the key req system

WellStar Health Systems Dec 2015-Sept 2017

Information Resource Manager (contract)

Assisted in the development of information system requirements that supported the technical need of Well Star hospitals and clinics by monitoring and reporting system errors to ensure the performance and stability of the application during the deployment for a smooth transition of system applications to the WellStar user community.

Responsible for preparing system documentation and tracking error results for application stability of systems both internally and user accessibility. Coordinated assurance testing compliance to ensure system feasibility in service desk transition

Directed and led IT support teams for continuous support of systems, network, and user access in applications, while empowering and mentoring them in their success

Directed and implemented plans for deployment of data migration process to integrate the new system to interface with clinics, hospitals, and doctor’s offices in the WellStar Health System

Marietta Eye Clinic Aug 2014- Nov 2015

Call Center Manager/Patient Communications (contract)

Brought on to lead and manage the expansion of the Patient Communication Call Center management with a $5M dollar budget, and the deployment of a centralized patient communication center established for scheduling appointments for 23 Optometrists, Ophthalmologist’s MD of the optical practice.

Managed and oversaw day to day operations, while implementing processes to ensure the highest performance inpatient services and client support is effective by conducting data analysis of the call volume and scheduling process

Responsible for implementation of vendor phone system project from planning, implementation, to completion and closure, reporting metrics in call volume and headcount to sponsors for budget contingencies

Developed, managed, trained and empowered team members, providing critical information to assist them in planning new client assignments through intake meetings, advising, verifying insurance, and preparing the necessary documentation for clinicians for intake

Telrite Corporation Feb 2012-July 2014

Customer Service/Call Center Manager

Empowered, led, and organized the day to day operations in multiple call center locations in Georgia, and Texas to ensure peak performance, exceptional customer service, and client support. Drove continuous improvement in alignment with Telrite Corporation goals and objectives by conducting data analysis of call volume, problem-solving, and troubleshooting to ensure effective implementation of project management processes.

Created a new training program for new incoming tech center agents resulting in reducing training times from 8 days to 5 days, obtaining 90% training retention with trainees

Responsible for reducing Tech Center abandon rate of the Intelligent Call Routing and Call management GUI from 59% to 7% in less than 90 days

Received a Customer Survey of satisfaction rating of 98% (A+)

Project One Consulting Feb 2011 – Jan 2012

Logistic Project Manager (Contract)

Was contracted to enhance customer satisfaction of product implementation by delivering quality deliverables. Collaborated, established, and facilitated communication with the largest client to ensure the product logistics were met to implement client locations on schedule while managing all required operational distribution standards for dialysis facilities. Controlled scheduled distribution of product while working to ensure the ultimate assimilation for the new product program.

Bellsouth / AT&T Dec 1998 - Feb 2011

Project Manager / Data Center Manager

Disaster Recovery Coordinator

Was retained to plan and direct BellSouth/AT&T technology development, acquisition, installation and upgrade projects for 4 years with heavy emphasis on data systems security.

Directly responsible for leading large-scale backup capacity exercise for 3 data center libraries and identifying system limitations, while partnering with internal statisticians to forecast 5-year trends with a budget of $15M for hardware, data retention, integration, security and new business processes

Initiated revisions of business continuity plans, managed vendors and implemented new systems, software, and services

Promoted to Data Center Manager, for managing cost effectiveness and a 97% ITIL Process Service Transition, and the 2010 Highest Corporation rating of the year

TECHNICAL SKILLS

MS Office Applications and Software: EPIC, Next-Gen, MHR, Microsoft Project, Microsoft Publisher, Word, PowerPoint, Excel, Visio, IBM Sterling, COM, Service Now, ESVS,

Windows Server, Open VPN/LAN/WAN/VMware, DNS, DHCP, Workstation, Remote Access, PGP, Citrix, Active Directory

Internet Explorer, CRM, Remedy, REM, Vantive, PHP, EMC Clarion, Desk / Procurement Management, Problem Management, Order Management

EMC Storage Backup, Storage-Teck, Net Back, EDI, Change Management Software, BASIS, Remedy Support, Service Now

Project Management, Lean Six Sigma, SAS 70 Implementation, Customer Service Trainer, ITILv3,

Implementation / Transition Specialist

Transition Manager, Quality Assurance Analyst, Disaster Recovery and Business Continuity Coordinator

E D U C A T I O N & A C H I E V E M E N T S

BBA, BACHELORS IN BUSINESS ADMINISTRATION Project Management Concentration

AMERICAN INTERCONTINENTAL UNIVERSITY

ASSOCIATES OF COMPUTER TECHNOLOGY Information Technology & System Integration

TEXAS INSTITUTE OF COMPUTER TECHNOLOGY

COMPUTER SOFTWARE – HARDWARE SUPPORT SPECIALIST/ NETWORK+, A+

SILICON VALLEY TECHNOLOGY TECHNICAL TRAINING

PMC PROJECT MANAGEMENT Certification WATERS PROJECT MANAGEMENT INSTITUTE

TRAIN THE TRAINER Certification BUSINESS MANAGEMENT INSTITUTE

LEAN SIX SIGMA Certification NORTH GA GOODWILL INDUSTRIES INITIATIVES



Contact this candidate