Manager Customer Service
Resume:
James R. Leatherman
*************@*****.***
Professional Summary
Accomplished leader with a successful history of Managing a Technical team both remote and in person. Proven ability to learn things quickly, become proficient in them and then train others to do the same. Methodical in reviewing processes and identifying areas for improvement, setting into motion the steps for improvement and documenting them to enable sharing to ensure the issue will not be repeated.
Skills
Managing
Training
Problem solving
CUCCx
Agile Methodology
Cisco Call Manager
ServiceNow
Cisco Emergency Responder
Panasonic Key System
Avaya
Jabber Instant Messaging
Cisco Unity Voicemail
Microsoft Office
Mitel MX2000
Work Experience
Product Owner: Optum Technologies – Telecommuter
July 2018 to January 2019
Collaborated with the Product Manager to prioritize the Capabilities and Features were aligned with the Enterprise priorities.
Collaborated as a member of the Product Management Council to establish the process for the Agile transformation for the End User Technology department.
Groomed and Prioritized the User stories within the Features to make sure the team would focus on the highest priority work.
Collaborated with the Scrum Master and led the daily standup calls to keep the team on track and insure we met the delivery dates.
Manager Technical Delivery: Optum Technologies – Telecommuter
November 2012 to July 2018
Took over a team that had a low customer satisfaction and a high error rate and turned it around to a low issue rate and no customer satisfaction issues.
Managed a staff of up to 10 Telecommuters across the United States.
Maintained goals and improvement/training plans on all team members.
Completed an average of 1250 projects each year.
In my 7 years managing this team, only one person left the team for another company. The other 4 were promoted and moved to other teams within the company.
Trained my successor over a number of years that allowed a smooth transition when I moved on to the Product Owner role.
Always maintained high employee engagement but improved it each year per the company Vital Signs survey.
Collaborated with Project Managers to make sure we were meeting their expectations as well as the customers.
Coordinated preparedness for Peak Season for all of the Platform Operations teams.
Liaison for the Vital Signs committee for continuous improvement for the Platform Operations team.
Collaborated with the Disaster Recovery team each year to make sure Platform Operations was properly prepared to react in a disaster.
Provided leadership in the delivery of information technology solutions to meet enterprise wide needs by empowering employees to deliver customer-centered systems, products, services and support
Voice Engineer/Team Lead: Optum Technologies/United Healthcare – Telecommuter
November 2007 to November 2012
Worked with Project Managers to determine the cutover dates and schedule when to have the configurations built in Cisco Call Manager.
Collaborated with the Voice Analysts to coordinate when the system would be ready for them to start building the phones in Call Manager.
Interfaced with the Carriers to connect PRI’s to establish PSTN and test out the phone numbers for the offices.
Traveled to various locations in the United States to perform the cutovers for our new phone system
Was selected in 2010 to travel to Hyderabad India for two weeks to install a new Call Manager cluster for our international sites. Installed Call Manager, Unity, and the Call Center system.
Supported our Operations team and was on call for after hour troubleshooting issues.
Attention to detail combined with good customer service, oral communication and problem solving skills allowed me to succeed and become the team lead for the voice deployment team.
Voice Analyst: United Healthcare – Frederick, MD
September 2001 to November 2007
United Healthcare converted all of their existing phone systems as well as new acquisitions to Cisco Call Manager and VoIP.
Conducted discovery calls with the customer to determine how they were using their existing phone system. Determine how best to build their phones to match that need in Cisco Call Manager.
Provided advice and assistance to customers in troubleshooting complex problems to provide support that minimized interruptions to allow the customer to carry out critical business activities.
Created BAT files to build the phones in Cisco Call Manager.
Traveled to sites to perform the physical deployment of phones and be on site for the first several days of business after the cutover.
Collaborated with the Voice Engineers on any special issues that needed to be addressed.
Was the Analyst assigned on 8 of the 10 largest deployment in the Enterprise including the Corporate headquarters where I deployed the executive suites one week and then came back two weeks later for the rest of the building.
Supported our Operations team and was on call for after hour troubleshooting issues.
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