Service Manager
Resume:
Atlanta Ga, *****
***************@*****.***
RichardHarvey
SKILLS/Applications: Oracle Service Now
*Desktop *Support/Hardware-Software
*Update software and support *MS Office applications
*Install and upgrade hard drives, software, hardware & memory
*Setup remote servers and support networks
*Create tickets for 2nd level *Network Security
*Create ID’s for new employees and assign security rights
*Created tickets for employees and managers for trust rights
EXPERIENCE
Computer Generated Solutions Atlanta, Ga
Operations Trainer 03/2019-Present
Trained up to 25 new hires per class
Administered corrective action and time card management
Mentored and developed new trainers
Contribute to developing training processes and materials
Support development of in-house trainers through “train the trainer”
Serve as the Learning Management System (LMS) administrator including the set up of learning curricula, programs and courses to support leadership development programs
Manage overall course registration for, and track completion of, internal leadership development programs
Responsible for gathering and reporting training evaluation metrics that measure and document the effectiveness of training
UAT Testing
Performed call monitoring and feedback
Computer Generated Solutions Atlanta, Ga
Team lead 08/2017-03/19
●Administer, coordinate and supervisor assigned help desk service program.
●Address customers’ problems that have been escalated from assigned employees.
●Answering complex questions on the functions and use of their products.
●Monitor service support activities ensuring appropriate levels of coverage.
●Ensure clients are properly receiving technical services in compliance with contracts.
●Recommend corrective services to adjust customer’s complaints.
●Demonstrate quality communication skills and exhibit a high level of professionalism.
●Maintain an up-to-date knowledge of services offered and resources materials.
●Supervise assigned employees in accordance with Company policies and procedures.
●Establish employees’ productivity goals, assess their technical skills levels.
Chime Solutions Atlanta, Ga
Operations Supervisor 07/2016- 08/2017
Coach and mentor agents on their performance including career and performance development plans
Manage interval, daily, weekly and monthly workforce business needs for team
Build and nurture a team environment dedicated to success
Address behavior and attendance issues according to best practice for performance management
Resolve escalated client concerns
Demonstrate effective communication skills, exhibiting a strong level of professionalism with focus on customer/employee satisfaction
Demonstrate teamwork by supporting and assisting other Supervisors as necessary
Supervise assigned employees in accordance with Company policies and procedures
Meet/Exceed KPIs
Review and approve time
Conduct first-level interview, according to interview guides and best practices
Perform other duties as assigned
American Cancer Society Atlanta, GA
Player Coach / Supervisor 05/2015-07/2016
●Recruited, Interviewed & Trained recruiters for Making Strides Breast Cancer society.
●Training a team of 10-12 recruiters on the Making Strides database.
●Supervise a dedicated team of 10-12 recruiters monitoring calls.
●Coaching team on how to deal with rejection and how to use strong rebuttals for positive results
●Setup & run weekly meetings to review progress reports and statistics to ensure funds are raised
Alorica Kennesaw, GA
Team Lead/ 09/2014-05/2015
●Setup and installed Cisco server to monitor phone reps
●Setup and gave rights to employees to access network
●Trained 17-20 employees for call center to answer questions on government benefits
●Trained employees on Cisco desktop monitoring system
Comcast Alpharetta, GA
Team lead/ 01/2011-09/2014
●Managed call center for agents concerning upcoming promotions for cable and internet service
●Informed customers about promotions, adding channels and internet upgrades to their accounts
●Training employees on how to up sale customers on bundle packages
●Monitored and provided feedback to agents on call quality
The Home Depot Atlanta, GA
Resolution Expert/Manager/Recruiter 05/2009-01/2011
●Recruited & trained managers on housing programs & loans
●Researched customer issues and resolve, retain and rebuild relationships
●Mediated between partners and customers to obtain the best resolution for both parties
●Answered letters on behalf of the corporate office, Executives and the President
●Created out of the box resolutions that assist in the retention of customers with home depot
Bank of America Kennesaw, GA
Credit Requisition Supervisor 02/2005-05/2009
●Assisted customers with mortgage and credit card collections
●Supervised a team of nine and updated each of them on daily and weekly progress
●Contacted customers daily to create fixed pay settlement accounts or offer other programs to bring accounts current and out of foreclosure
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●EDUCATION
Herzing University Atlanta, GA
●Diploma, Network Systems Current
●Courses Completed Include:
●Computer Network
●Computer Architecture
●Routers & Switches
●Routers & Switches ll
●Applied Routers & Switches
●Telnet/TCP
A.I University
●Atlanta, GA
●Bachelor of Arts, Media Production Degree
Art Institute of Atlanta
●Atlanta, GA
●Associate of Arts, Video Production Degree
References upon request:
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