Customer Service Manager

http://www.linkedin.com/in/frimam

Syed F raz I mam

*** ***** ***** ***** ****, NC 27519

Phone: 408-***-****

Email: aceq6h@r.postjobfree.com

CAREER OBJECT IVE

Leverage my project management and communication expertise in information

technology services with my technical background, to lead in innovation and market

leadership

SUM MARY

• Project Management Professional (PMP)

• Cisco Certified Network Associate (CCNA) – Expired.

• CCNP (Only Class)

• IT I L V3

• Energetic information technology professional with software engineering

background

• Ability to accurately perceive customer and internal relationship

• Excellent communicator who can drive teams through collaboration and

relationship building.

• Quick learner with strong analytical skills who enjoys roles involving

leadership.

P ROFESSIONAL EXPER IENCE

Cisco Systems, I nc. 2006-Present

Cisco Systems, I nc., RTP, NC 2010-Present

(Cisco Services – CQ Corporate Quality)

Software Quality Program Manager May 2013 – Present

• Determine problems of interest that, if solved, will have a significant positive

i mpact to a large Cisco customer base

• In f luence, t rack and drive the creation of product quality improvement plans

• Track any systemic customer experience learning’s and provide solutions

• Collaborate with Technical Services colleagues in providing feedback to

E ngineering

• Work with the larger PQA team in driving a systemic framework for

engineering improvement

• C reate appropriate analytical frameworks to allow engineering to identify i ts

own improvements promptly

• Working with engineering teams (Clients) who use Scrum methodologies and

Agile. Majority of the business units still use waterfall or a hybrid model.

• Working knowledge of logging in bugs or enhancement request through Rally

tool.

• URC or Universal Release Criteria is our key ini tiative that we are t rying to

i ncorporate in every release. Based on the studies it results in less buggy

software. I am one of the PMs driving this with Wireless products.

( CSTG – Cisco Services Technology Group)

P rogram Manager February 2012 – April 2013

A CSTG Program Manager is an account manager for approximately 40+

accounts in an assigned region. They are responsible for maintaining strong

customer and internal relationships, managing action i tems, account collection

accuracies, performing business escalations and overseeing the overall health of

h is or her accounts.

• Maintain strong business relationships with services engineers, managers

and VPs. Communicate account status to these teams and solicit their

participation to resolve account accuracy issues.

• Manage assigned accounts. Notify CSTG Technical Support Engineers when

action is required to fix collection accuracy issues. In partnership with the CSTG

E ngineer, create plans and obtain commitments from customers, services

engineers and managers to improve collection accuracy. Follow up to ensure is

t aken.

• Conduct monthly meetings with customers. Follow up by updating all

i nternal portals and documentation with meeting minutes, attendees and action

i tems.

• Manage the deployment process for new accounts that have purchased our

tool (CNC/CSPC). This includes coordination with services Delivery and Sales

teams, CSTG Product Management, CSTG Services and Support, and the

customer.

• Ensure CSTG Engineers complete all required tasks, including both proactive

and reactive maintenance and service. Facilitate communication between the

CSTG Engineer, services teams and the customer.

• Provide general assistance and support to CSTG Managers and other

P rogram Managers. This may include t raining new team members, sharing Best

P ractices and other information with team members, collecting data and

p reparing Quarterly Operations Review presentations and documenting assigned

action items and important discussions that occur during team meetings.

• Continually foster two-way communication between CSTG Management,

CSTG Engineers, services teams and all other necessary stake holders.

• Maintain all necessary documentation (Wiki pages, Excel sheets, PowerPoint,

t raining material, etc.) on a regular basis.

• Complete other special projects that may periodically be assigned by a CSTG

Regional Manager, in addition to daily responsibilities.

( Cisco Services/Focused Technical Support)

H igh Touch Operations Manager April 1 st 2010 – Jan 2012

Act as a liaison between the customer and Cisco technical support, t racking

everyone and everything that touches the service process, driving improvements

and ensuring excellence at every phase.

• Wri te processes and procedures for customized support services.

• Ensure proper delivery and sales of product and service solutions.

• Identify need for and assist with creation of customer t raining.

• Act as business driver to improve customer's and Cisco's internal operations.

• Understand customer's internal business functions and culture.

• Project manage customer facing projects and internal advanced service

i mprovements.

• Identify, build and maintain relationships with customer's internal

m anagement.

• Act as single point of contact for operational issues.

• Coordinate technical issues and customer needs.

• Represent customer needs to Cisco post-sales support teams and applicable

organizations. Travel to quarterly customer site visits to present operational

issues/activity, customer satisfaction and gap analysis to customer and

i nternal Cisco personnel.

• Provide customers with updates on hot or escalated issues.

• Coordinate and conduct weekly conference calls to provide status reports to

customer. Create and present quarterly reports to customers with analysis of

customer's support needs.

Cisco Systems, I nc., San Jose, CA 2006-2010

( Customer Advocacy / Cisco Services)

Associate Service & Support Manager / Project Manager Feb 2007-Ma rch

2010

• Function as a Strategic Business Advisor, with understanding of

Customer’s Business.

• Serve as customer’s Sr. Mgt point of contact for all CA service delivery

& support issues.

• Leverage service & support to build strategic partnership with Partner

and Customer’s Sr. Mgt.

• Understand customer’s changing network environment and critical

issues.

• Serve as escalation point for customer.

• Manage the problem resolution process for escalated issues.

• Dr ive continuous process improvement to achieve customer’s and

C isco’s business goals.

• Ensure successful delivery of Cisco services by identifying and

i mplementing needed improvements.

• Align Cisco and partners to define and adapt services to meet

customer requirements.

• Function as leader of Cisco CA service & support resources.

• Serve as customer’s and Cisco sales team’s manager for CA service &

support delivery.

• Develop service & support model in alignment with customer needs,

partner capabilit ies, and Cisco sales team’s strategy.

Cisco Systems, I nc., San Jose, CA 2006-2010

(HR) Recruiter, Research T r iangle Park, NC 2006 - 2007

• US Sales/Engineer recruiter for Cisco support Advance Technology

organization.

• Responsible for sourcing candidates from various sources.

Mat r ix Technologies, Research T r iangle Park, NC, 2006 - 2007

Account Manager (Recruiter)

• IT Recruiter

Extreme Networks, Research T r iangle Park, NC, 2005 - 2005

Technical Support Engineer

• Provide level 1 technical support via telephone, email and occasionally

on-site.

• Logging and resolving customer calls.

• Work with customer to understand there concerns, and do root cause

analysis.

• Track problems until they are resolved to the customer’s satisfaction.

• Attend product t raining and other industry courses necessary to

p rovide effective technical support.

IB M, Research T r iangle Park, NC, 2005 - 2005

Product Planning Specialist

• Worked heavily on excel spreadsheet planning products from

m anufacturing and various other departments.

• Provide forecast by IB M internal tools and statistical data.

• Customer Service to internal divisions within IBM

A merican Airlines, Cary, NC, 1999 – 2005 (Part Time)

Customer Service Specialist / Resolution Specialist

• Baggage Resolution Desk agent in assisting internal American

A irlines employees.

• Provide 2nd t ier support for any issues.

• Domestic Reservation Representative

Electronic Data System, Raleigh, NC, 1998 – 1999 (Part Time)

Technical Support Specialist / Customer Service

• Provide technical support to Dish Network

• Telemarketing calls for AT&T Long distance

• Customer service to resolve issues

EDUCAT ION

• Bachelor of Science in Computer Science, North Carolina State University,

M ay 2004.

• CCNA (Cisco Certified Network Associate)

• PMI Certified Project Management Professional

• IT I L - Information Technology Infrastructure L ibrary V3

ACH IEVE MENTS

• Professional Development courses including courses towards project

management certification.

• Consistently rated as top and above average performer

Contact this candidate