Customer Service Project Manager
Resume:
Cliff Spohr
Princeton, Texas 75407
972-***-**** Cell Phone
*******@*****.***
Objective: To join an organization where the goal is to maintain "Customer
Service Excellence."
Key Skills:
Leadership - Managed up to 35 IT field engineers, phone support and refresh
technicians
Customer Service - Recipient of several customer service & employee
excellence awards
Field Service - 10 years as a Field Service Engineer & 4 years in a
Technical Support role
Communication - Interact positively with internal and external customers at
all levels
Problem solving - Resolves in-depth issues in a methodical and logical
manner
Team Player - Encourage sharing of knowledge and encouraging development of
others
Planning and organizing - Detailed planning and organizational skills
related to service delivery
Software tools - Microsoft Office
Suite/Siebel/Remedy/Peregrine/Labtech/Connectwise
Certifications - ITIL Foundations V2, A+ certified
Experience:
Axxys Technologies, Managed/ Service Provider - Plano, Texas/
Service Manager 8/19/2013 to 8/15/2014
Frisco, Texas 75024
- Manage and motivate team of technical phone support and field support
technicians
- Promote service improvements to increase service quality and customer
satisfaction
- Generate metrics on CSAT, technician productivity, and technical trends
- Project management and coordination of technical resources and scheduling
- Thrive on challenge and new opportunities for accomplishment
- Monitoring and coaching to improve team and individual performance
- Addressing escalated customer and/or employee issues to resolution
- Ability to adapt to changing priorities and interact with customers and
all levels of management.
CSC - McKinney Texas
Site Lead - Raytheon 5/26/2012 to 11/2/2012
McKinney, Texas 75071
- SPOC for Raytheon business units in the Dallas area
- Performed the hiring, terminations, performance reviews and training
requirements
- Responsible for desktop support, MAC's, mobile devices and computer
refreshes
- Lead multiple projects concurrently and including cross functional teams
- Implementing new ideas to increase productivity and customer satisfaction
(CSAT) scores
- Provide status reports to the project manager and client
- Develop and strengthen relations with all the key contacts in each
business unit
- Developed, implemented, and documented processes and technical library
The Computer Merchant, McKinney Texas
Site Lead - Raytheon 9/13/2011 to 5/25/2012
Dallas, Texas 75219
- Manage service deliverables for multiple sites in the Dallas area
- Responsible for the hiring, staffing and maintaining of a diverse and
effective workforce
- Responsible for desktop support, MAC's, mobile devices and computer
refreshes
- Coordinate multiple projects concurrently
- Recommend and implement operational changes to improve productivity and
reduce costs
- Provides technical support, direction, supervision and leadership to
desktop support group
- Developed, documented, and published standardized technical material
- Generate reporting metrics and tracking data as required to fulfill the
Service Level Agreement
Digital Intelligence Systems Corporation (DISYS), McKinney Texas
Service Delivery Manager - Raytheon 03/08/2011 to 6/28/2011
Dallas, Texas 75287
- Provide direction to 19 Desktop, Deployment, and Network technicians
- Responsible for desktop support, MAC's, mobile devices and computer
refreshes
- Proficient in Remedy system to track service performance & generate
metrics
- Support desktop services of over 3000 end users
- Ability to manage conflicting priorities and customer expectations
- Provide status reports to the project manager and client
National Support Services-North America
Project/Data Analyst - Service Delivery 7/24/2009 to 4/30/2010
Bethpage, NY 11714
- Highly organized self-starter
- Effective customer service skills and demonstrated ability to manage
projects
- Monitor and generate reports on SLA metrics on multiple national accounts
- Run performance metrics reports on parts usage and service call volume
- Knowledgeable of MS Office Suite - Strong Excel and Access proficiency
Northrop Grumman System Support
Project/Data Analyst - Service Delivery 03/2006 to 07/23/2009
Austin, Texas 78752
- Strong organization, problem analysis, and problem solving skills
- Provide necessary documentation and status reports of each project
- High level of achievement in cross-functional organizations
- Effectively provide support to managers and service technicians
- Ensured workflow efficiencies, customer service excellence, and quality
assurance
- Tracking of technician OEM training and certification for +400
technicians
- Increased the number of paid OEM warranty claims by $200K per year
Education:
Community College of the Air Force, AAS Computer Science - completed 54
credits
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