Customer Service Manager

Michael G. Wright

*** **** ***** ******, ********, IN 46012 765-***-**** ***********@*****.***

Profile

Provided project lifecycle leadership over all phases of enterprise wireless account management

for Fortune 500 companies. A dedicated and proven leader in the areas of procurement, account

management, order fulfillment, employee development and training, and process improvement.

Strategic thinker who helped transform an award-winning company by forming and leading high-

performance teams and ensuring all decisions, tactics, and initiatives delivered expected results

while maintaining the highest level of service.

Experience

Wright Stemle, Jasper, IN 03/2014 – Present

Organizational Aftermarket Manager

Lead the organization’s aftermarket business efforts through; developing and implementing the

Aftermarket Strategic Business Plan, creating the annual Parts and Service Department goals and budget

in alignment with the organization’s financial and operational objectives, managing the Customer

Satisfaction Program and developing and maintaining competitive recruiting, hiring, developing and

retaining key talent.

Led customer focus group to help determine customer needs and developed plans to implement

changes to improve our customer satisfaction scores.

Created the Customer Satisfaction Program, which ensured follow-up with each customer after

each Sales and Service transaction.

Provide John Deere Financial Services guidance to single account and multiple account

customers.

Responsible for over $8 million is Service Department sales and over $12 million is Parts

Department sales annually.

Lead and developed 12 direct reports, as well as 100 indirect reports.

Developed and implemented the Aftermarket Strategic Business Plan.

Collaborated with all department managers to maintain and develop long term customer

relationships in product support.

Developed effective training paths for each employee that helped them maintain certifications as

well as continued education.

Managed all Parts and Service Department employees’ compensations plans.

Recruited, hired, developed all new employees and as well as retention plans for existing

employees.

Monthly employee efficiency reporting and performance bonus.

Managed department budgets and gross margins to meet Organizational and John Deere goals.

Wright Resume – Page 1 of 3

Bluefish Wireless Management, Indianapolis, IN 11/2006 – 12/2013

General Manager (02/2013 – 12/2013); Project Manager (01/2008 – 02/2013); Operations

Manager (11/2006 – 01/2008)

Promoted through the ranks of team leadership, receiving broader/greater accountability at each step and

consistently surpassing performance expectations, all while providing superior customer service. All three

positions involved similar activities, including:

Worked with end users and management through daily / weekly conference calls to provide

status updates, as well as providing order counts.

Led discovery meetings with customers to determine account deficiencies.

Customer Call Center responsibilities, took up to 50 calls per day to process customer orders,

provide tech support or answer billing questions.

Provided monthly and quarterly account updates to Management and Executive teams.

Recruited, hired, trained and managed operations, customer service and technical support

representatives to work at customer locations or in corporate offices.

Oversaw Logistics Manager and Logistics team to ensure adherence to kitting and shipping

processes and service level agreements; planned daily work schedules and assignments, and

managed PTO.

Managed wireless programs for enterprise customers with up to 30,000 units, public sector

customers with up to 40,000 units, as well as smaller healthcare and education accounts.

Planned and executed onsite customer refresh deployments for 100 – 4,500 wireless devices,

including kitting, activation, contact transfers, and email setup.

Performed year-end reviews of Operations and Logistics team members and encouraged

employee career development.

Prepared and analyzed operational reports and reviewed weekly with Leadership teams, Client

Telecom Managers, and Sprint Executive Management Teams.

Prepared and presented operational reports for quarterly executive briefings.

Collaborated with the IT & Product Development teams to develop software automation tools to

maximize efficiency.

Promoted to project manager role to plan, schedule and execute all stages of wireless account

management. Assessed business implications for each project phase and monitored progress to

meet deadlines, standards and cost targets

Excelled in guiding the work of technical teams. Articulated project goals and scope, translated

business needs into technical terms, and instilled shared accountability for achieving project

milestones

Resolved numerous project issues including staffing shortages, technical matters, scope of work

for business and user needs

Identified and developed new ideas and processes for increasing efficiency and profitability

Built relationships with account teams of Fortune 500 companies and cell phone carriers

Wright Resume – Page 2 of 3

New customer launches - website content creation, catalog maintenance, Statement of Work

writing

Deployment coordination and execution of employee cell phone launches and refreshes

Managed and developed growth of an operations team of 30+ employees

Inbound Call Center and Customer ticketing system management

Partnered with logistics for everyday shipping & deployment execution

Electronic Data Systems (EDS), Pendleton, IN 08/1999 – 11/2006

Voice Communications Manager

Worked directly with customer end users and management to collaborate on custom solutions.

Member of Customers Change Control Team tasked with project approval and weekly status

updates.

Was responsible for the daily administration of an AVAYA Intuity Audix voicemail system and

Definity G3 SI PBX system.

Provided onsite support for customers' 22 Cisco switches (including catalyst 2900, 3500, 5000,

5500, and 6500); monitored switch status and performed maintenance and configuration.

Managed multiple carriers to ensure circuit up time and delivery according to contractual

agreements.

Prioritized, assigned and managed customer service requests for local and remote support

teams, while ensuring a balanced workload for Server and Desktop teams.

Implemented Polycom video conferencing systems for customers, from assessing needs and

ordering equipment and lines, to installation, configuration and ongoing support and maintenance.

Led an IP address reallocation project and a Windows NT 4 workstation migration project.

Received the 2000 Galaxy Award and the 2001 Gemini Award for service excellence.

Technical Skills

Proficient in Microsoft Word, Excel and Outlook, Bluefish Wireless proprietary warehousing

and CRM systems and John Deere proprietary Sales, Service and Parts systems.

AVAYA Intuity Messaging Solutions and AVAYA Definity Basic Administration certificate

training.

Wright Resume – Page 3 of 3

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