Customer Service Quality Assurance

Michael S Burley

**** * ***** **, ********, AZ **338 623-***-**** *******.*.******@*****.***

Objective

To effectively and efficiently manage a team of technicians, utilize behavioral coaching methods to ensure

that both individual and team performance and quality expectations are consistently met and exceeded,

while affording me the opportunity to display initiative and a strong ability to problem-solve using both

analytical and creative thinking.

Education

BACHELOR OF SCIENCE IN TECHNICAL MANAGEMENT IN-PROGRESS DEVRY

UNIVERSITY

Major: Network and Communication Management

Related coursework: CCNA Prep: Cisco Networking Academy - Networking Fundamentals; Cisco

Networking Academy - Routing Protocols and Concepts; Cisco Networking Academy - LAN Switching

and Wireless; A+ Prep: PC Hardware and Software with Lab; Data Analysis with Spreadsheets; Database

Essentials for Business

ASSOCIATE IN ARTS 30 CREDIT HOURS. BROOKDALE COMMUNITY COLLEGE

Major: Communications\ Public Relations

Twice nominated for Student of the Year honors

Skills & Abilities

HARDWARE

Desktop/Laptop Build/Fix Home Theater and A/V Installation and Setup

Network component Installation, Security System Installation and Configuration

Configuration, and Maintenance (Honeywell LYNX, VISTA)

Mobile devices (Tablet, Smart Phone, CCTV, IP Camera, and DVR Installation and

Blackberry, MiFi, Air card) Configuration

SOFTWARE

MS Windows (98-8.1)

Android, iOS, Windows Phone 8, Blackberry OS

Apple OS X

Cisco IOS (CLI)

MS Office 2003/2007/2010/2013

TCP/IP, DNS, DHCP, IMAP, POP3, SMTP, HTTP

VMware Workstation & MS Virtual Machine

MS Visio

Anti-Virus/Malware/Spyware

Help Desk ticketing (Remedy, Point, ConnectWise, iCare)

Mobile Device Management (Mobile Iron,Afaria)

Remote support tools

PROFESSIONAL

Excellent verbal & written Communication Time Management

Research, Analysis, and Presentation Conflict Resolution

Self-starter with initiative Superior Customer Service

Effective at multi-tasking Organized and detail-oriented

Flexible

Work Experience

PREMIER SUPPORT TECHNICIAN - VERIZON ASURION APRIL 4 - AUGUST 28, 2014

Consistently deliver outstanding technical assistance, product and service education, and white-glove

customer service to our client’s customers

Recommended and short-listed for promotion to a production Supervisor(Coach) after less-than two

months out of training

Earned 72 LevelUp points in production for the month of May 2014

Nominated by my supervisor for HERO of the month in May 2014

Recognized for Quality in June 2014 and earned two 200 HERO scores while in residency

Earned A’s in three of four HERO categories and recognized as a leader during PSS training

INTERNATIONAL & PROCUREMENT SPECIALIST ESQUARED COMMUNICATIONS JUNE

2013 – JANUARY 6, 2014

Responsible for the international provisioning of mobile devices for an end user traveling abroad

Verified mobile device compatibility for each destination country

Proactively worked with our support staff to confirm an end-user’s device was international capable prior

to travel

Procured temporary international-capable mobile devices for end user’s traveling internationally as

needed

Worked directly with the end-user to configure their mobile device(s) for use internationally

Regularly communicated directly with each requestor to confirm device provisioning, travel dates,

destination(s), rates (voice, data, messaging), overage costs, and both dialing instructions and travel tips

for each destination country

Worked with management staff to create, implement, and constantly update service ticket templates for

both client and support staff use

Responsible for procuring wireless devices with each of the major US and Canadian cellular carriers; this

included tablets, smartphones, Blackberry handsets, MiFi hotspots, air cards, etc…

Utilized carrier-specific enterprise-level procurement systems for both US and Canadian cellular carriers

Consistently researched, compiled, and distributed information pertinent to the provisioning,

configuration, and support of our clients to both the management and support teams

Assisted our in-house accounting team with follow-up requests to vendors for invalid charges or overages

Responsible for maintaining accurate asset management records using the proprietary in-house asset

management database, including new record entry, updates, and queries

Participated in regularly occurring conference calls to discuss Standard Operating Procedures, Business

Rules, and process-flow improvement with US and International vendors, carriers, and clients

Successfully managed assigned Service Ticket board to meet daily, weekly, and monthly goals, and to

remain within our Service Level Agreement goals (two-hour response, 24-hour resolution)

INVENTORY CONTROL/QUALITY ASSURANCE ASSOCIATE MACYS INCORPORATED

NOVEMBER 2012 – MAY 2013

Performed manual inventory counts (Cycle Count) using hand-held RF device

Completed System-directed inventory counts (Cycle Count) using hand-held RF device

Responsible for troubleshooting inventory inconsistencies and reconciling errors in both the Warehouse

Management System and physical inventory

Performed the physical pack-out of inventory as needed

Assisted in the physical replenishment of inventory

Responsible for the verification of inventory counts (Cycle Count) performed by other Cycle Count

associates

Researching and resolution of inventory count errors in the company’s proprietary Mainframe system

JR. INSTALLATION TECHNICIAN AACCESS ENTERTAINMENT SYSTEMS JULY 2011 – JUNE

2012

Responsible for the installation and configuration of Alarm systems, Surveillance Camera's, CCTV, and

Home Audio/Video

Performed hardware and software troubleshooting, network configuration

Assisted with the research for and preparation of Service Quotes for potential clients

Solutions Specialist I Cable One, Incorporated April 2008 – March 2010

Team Lead: led team meetings, researched and presented information on current and possible

call-driver and technological trends, monitored and analyzed team metrics and availability

adherence issues, and implemented new tools to easily collect, compile, and analyze employee

time exceptions

Quality Assurance Calibration Facilitator: Implemented new coaching and mentoring process to

improve call behaviors of colleagues on topics such as call handling, scope of support, standard

operating procedures, quality, and tool utilization

Quality Assurance department liaison: worked closely the QA team, floor supervisors and

operations management to recognize trends, develop solutions, and implement improved

processes for call quality within the call center

Coach/Mentor: responsible for coaching/mentoring individual call center representatives in

proper call handling behaviors in an effort to increase overall call quality, address and correct

specific learning opportunities, and meet/exceed center-wide call metrics. Specifically

designated to address behaviors related to call etiquette, Standard Operating Procedure, tool

usage, and first call resolution.

Participated in multiple center-wide projects, including:

● Team website and internal SharePoint portal

• User Access Testing (UAT) for nationwide Interactive Voice Response (IVR) system.

● Member of center-wide projects to create/update/revise:

● Standard Operating Procedures

● Scope of Support for the inbound technical call center

● Call center VoIP Troubleshooting tool

Assistant Branch Manager Realty Mortgage & Great Southwest Mortgage June 2004 –

March 2008

General responsibilities included: interview with loan applicants and completion of loan

origination application and required documents, analysis of applicant provided

documentation, selection of appropriate lender/loan program, customer follow-up, and

assisting with loan closing if deemed necessary.

Branch Manager: responsible for the day-to-day operations of the mortgage office, including

all AR/AP, multi-state licensing, banking compliance, marketing, on-site equipment

procurement and maintenance, handling of customer escalations/complaints, and other need-

based duties.

Attended industry-specific networking events, trade shows, and educational seminars.

Organized, advertised, and hosted monthly networking events with other industry

professionals including realtors, title officers, appraisers, and bank representatives

Sales/Processing Supervisor: responsible for hiring, training, and continuing education of 16-

person team of Loan Officers, 4 Loan Processors, and 2 Office Assistants.

Sales: continually worked with Loan Officers to develop and maintain effective and efficient

means by which to originate new potential clients and close current loans in process

(Pipeline).

Consistently worked to motivate the sales team to improve their networking, product

knowledge, and customer service abilities in an effort to drive in revenue by

maintaining/increasing the branch pipeline and loan closing rate.

Processing: responsible for hiring, direct training, and implementation of corrective action if

necessary for loan processors and office assistants alike.

Oversaw day-to-day duties of the loan processing team, set goals for loans-processed, created

and implemented incentive/opportunity-based motivation/reward programs, provided one-on-

one and group-based training on general loan processing, lender-specific loan guidelines,

banking practices, and when desired, provided insight and support for processors looking to

become loan originators/officers.

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