Customer Service Technical Support

J amie R. Homen

*** ** * * ****** South

Naples, FL 34102

978-***-****

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

SUMMARY

Experienced and technical business leader with successful track record in design and execution of geographically dispersed technical

s upport models for: SAAS solutions, web applications on both cloud and mobile platforms.

KEY ACCOMPLISHMENTS

• Achieved $1.1M in revenue for Government support contracts in 2012.

• Increased customer satisfaction scores over 25 percentage points to 90%+ “Very Satisfied” between 2008 and 2010, and maintained

r ating for 4 subsequent years (2011 - 2014).

• Reduction of open customer technical issues from 1500+ to under 300 in 2012, and maintained this level to date.

• R

eduction of average number of days to resolve development issues from 116 to 36 days for Commercial sector and 439 days to 40 for the

G overnment sector in 2012, and maintained this benchmark in 2013 & 2014.

• Increased employee satisfaction ratings from 65% “Overall Satisfied” in 2007 to 100% in 2008 and maintained rating to date.

SKILLS

• Management: E mployee Development & Motivation, Corp. Acquisition & Integration, Strategic Planning, Call Center & Workforce

M anagement, Resource Planning & Budget, P&L

• Technology: L AN/WAN, TCP/IP, C programming, HTML, XML, FTP, MAC & Microsoft OS, Agile & Waterfall Development

m ethodology, Release/Project Management, SDLC

• Software: S alesforce, Siebel, Avaya, Oracle, IEX, Witness, Microsoft Office Suite, Camtasia, Filezilla, Jira, HEAT, Rightnow,

S harepoint

EXPERIENCE

July, 201

Director, Product Support & Implementation (Technical)

Monster Worldwide

• Responsible for Monster’s North American technical support structure includ

implementation, integration support, SAAS solutions.

• Developed and implemented framework for global technical support structur

• Designed and implemented North American solution implementation and cus

• Designed and implemented Sales & Pricing strategy for sale of support servi

• Responsible for management and resolution of all C-Level customer escalati

April, 20

Sr. Manager, Government & Technical Operations

Monster Worldwide

• Responsible for release management, SAAS services, and operational readin

• Designed and implemented cost-effective release management strategies incl

testing approach.

• Design and implementation of cross-functional prioritization strategy for iss

• Department lead for corporate acquisitions responsible for people, product, c

January, 2

Manager, Customer Service

Monster Worldwide

• Responsible for all KPIs for Monster Government Solutions and MonsterTra

• Implemented change control processes for business segments.

• Reduced service costs through contact avoidance programs and product impr

Customer Service Representative

M onster Worldwide

EDUCATION

Cambridge College G raduation: June, 2015

Cambridge, MA

• Master’s, Business Management

U niversity of Massachusetts – Lowell G raduation: July, 2014

Lowell, MA

• BS, Information Technology

Florida Gulf Coast University G raduation: April, 2005

Ft. Myers, FL

• BA, Psychology

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