Customer Service Management

Michael Leon Best, Jr.

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

Brandywine, Maryland 20613

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

301-***-**** - Home

PROFILE

Result-driven service desk professional with a proven track record of

resolving problems, increasing customer satisfaction, first contact

resolution, service level and response time goals. Proven leader with the

ability to identify and capitalize on individual strengths, motivate teams

and implement vision goals on an organizational level. Core Competencies

include:

. Leading teams . Problem Solving . Leading Change

. Strong Communication Skills . Negotiation . Problem

Management

Professional Experience:

Technical Coach/Floor Lead September 2013 - Present

IMTAS - United States Patent and Trademark Office Contractor

. Maintain a professional manner when dealing with users, clients,

colleagues and managers

. Gain a thorough understanding of the Government environment, the

USPTO's unique needs and applications, and to troubleshoot and remedy

PC hardware and software issues in a timely and efficient manner

. Mentor analysts in troubleshooting and resolving users' issues

. Bring reoccurring user issues and solutions to management's attention

. Think independently and solve problems with a sense of urgency and

able to meet management deadlines in a fast paced environment

. Take phone calls during "peak" call volume hours or as call volume

dictates

. Assist in employee development through proper coaching and mentoring

. Maintain a high employee morale work environment by resolving any

agent's concerns

. Communicates process and system recommendations for improvement to the

management team

. Create an environment that fosters empowerment, relationship building,

and innovation

. Implements ongoing quality improvement processes by working with

interdepartmental teams

. Interacts with internal and external customers to ensure quality

service and continuous improvement.

. Ensure that Key Performance Indicators and Service Level Agreement are

maintained in accordance to contractual requirements.

Service Desk Analyst April 2012 - Present

IMTAS - United States Patent and Trademark Office Contractor

. Provide comprehensive phone support for the efficient resolution of

technology problems and requests for USPTO end-users.

. Provide complex and unique technical troubleshooting assistance to

assist USPTO employees across global business units.

. Provide support and incident management and client communications for

IT systems faults and problem management tickets

. Identify potential system problems and escalate to department contact

for resolution.

. Provide technical and IT support to government users for

troubleshooting problems

. Manage and triage multiple incoming priorities effectively by

understanding customer needs and meeting service level requirements

. Accurately assess and record problems in the problem management tool

. Use the problem management system to document all activities, record

service request, review service request history to determine root

cause of problem

. Install and configure computer software and applications

. Conduct training, mentoring and coaching coached new employees in the

functions associated with the role of the service desk analyst

. Updates daily status reports and shift handover reports

. Act as a liaison between USPTO customers and technical escalation team

. Resolve issues utilizing excellent customer service skills, problem

solving skills, technical thinking/reasoning skills, and a high level

of individual judgment to ensure outcomes of customer satisfaction

Accomplishment:

. Increased role of responsibilities from Tier 2 to Technical

Coach/Floor Lead

. Designated as a Mayor, under my leadership the team won numerous

internal competitions.

. I received numerous team awards for delivery quality customer service.

. Increased role of responsibilities from Tier 1 position to a Tier 2.

In this role, I contributed to the reduction of the pending tier 2

queue from 80 tickets to an average of 20 or below.

Sales Associate June 2009 - October 2010

Wal-Mart Company

. Stocked incoming dairy products

. Processed financial transaction via electronic methods

. Assisting customers with purchases

. Provided quality customer service consistent with organizational

mission

Store Associate December 2007 - August 2008

Department of Defense

. Provided assistance to the commissary customer with purchases and p

. Processed financial transactions via computerized point of sale for

approximately 300+ customers on a weekly basis

. Replenished shelves with incoming stock

. Performed general maintenance duties to maintain appearance of store

. Verified identification

Education:

Prince Georges Community College, Business Administration, January 2009 -

September 2009

Contact this candidate