Director, Technical Customer Services and Support
Resume:
TAMARA SPALDING
Ft. Lauderdale, FL *****
**********@*********.***
Linkedin.com/in/tjspalding.com
DIRECTOR OF CUSTOMER SUPPORT
Dynamic leader of high volume technical support teams with a track record
of exceeding Service and Operational Level Agreements. Known for
initiating a culture of accountability and fairness leading to outstanding
employee retention exceeding industry standards. Authentic, honest
leadership style builds successful service teams based upon a "learn and
teach" approach, which empowers employees and consistently delivers
improved customer satisfaction scores and lower contact demand numbers.
Recognized for building and mentoring teams across multiple geographical
locations, which consistently exceed changing business demands.
EXPERTISE
Customer Advocate Remote Leadership Process
Improvement
Multi-site locations Cost Reductions Service Level
Agreements (SLA)
Budgeting/Forecasting User Acceptance Testing Strategic
Planning/Execution
Training/Mentoring Talent Development Service
and Retention
PROFESSIONAL EXPERIENCE
CAMPUS MANAGEMENT, BOCA RATON, FL) 2014 to 2015
($90 million computer Software Company with 700 employees)
Sr. Manager, Client Services
Managed team of 35 Support Analysts, Senior Specialists, and 3 Managers
providing remote software support to career colleges, public and private
institutions. Oversee and report key performance indicators, Service Level
Agreements (SLA's) compliance adherence and other business critical
metrics. Address, report and resolve priority escalations submitted by
account managers and customers. Build and maintain strong customer
relations with personal attention and consistent follow-up.
Applications
DELL SOFTWARE, BOCA RATON, FL (Dell acquired Quest Software 2012) 2008 to
2014
($63 billion computer hardware/software Company with 110,000 employees)
SCRIPTLOGIC, BOCA RATON, FL (Wholly Owned Subsidiary of Quest Software)
($50 million computer Software Company with 200 employees)
Director, Technical Support Services
Directed team of 30 Technical Support Specialists, Department Managers and
Business Analysts engaged in providing remote support for 20 products for
over 20,000 small to mid-size domestic and international customers. Charged
with ensuring that all Service Level Agreements (SLA's) for customer
satisfaction levels, contractual response times for average speed of answer
and average length of calls were achieved. Liaison between the customers,
the product office and development to discuss trends, net performer scores,
resolve defects, enhancement request, and licensing issues. Aligned support
strategies with business goals and objectives.
. Drove overall measurements and metrics to increase:
> Customer satisfaction by 15% with an average score of 91% out of
100.
> Issue resolved rate to 92% from 75%.
> Customer satisfaction survey return rate by 8% resulting in an
18% monthly return rate.
Tamara Spalding Page Two
. Transitioned to a call back support model with minimal impact to customer
satisfaction.
. Implemented an online CRM/Web portal to enhance the overall customer
experience which led to Web creation of cases to 25% within 4 months
. Launched mini "how-to" videos to assist global customers with common
issues.
. Drove product quality for frequent issues with trend analysis; contribute
to the product review process by influencing product management and
development on behalf of the customer and supporting teams.
. Attained 10% turn over levels for 6 years due to excellence in mentoring
and proactive approach.
CHOICEPOINT Inc. BOCA RATON, FL (ChoicePoint acquired DBT)
1996 to 2008
($2 billion information services company, market leader with 5,000
employees)
DATABASE TECHNOLOGIES, INC. (DBT), BOCA RATON, FL
($200 million information services company with 500 employees)
Director, Technical Customer Support and Training
Led customer support team responding to the needs of over 20,000 customers
involving over 30 different SaaS products with weekly inbound call volume
in excess of 3,000 calls. Interface with key personnel to create needs
analysis and align training with the business objectives to support new and
existing customers. Responsible for setting strategic direction, providing
program planning, budgeting, and assessing all projects within multiple
departments to ensure creative and technical success.
. Established and Implemented a User Acceptance Team (UAT) to be the eyes
of the customer pre and post launch of any release in to production.
. Implemented an online support tool resulting in a 20% reduction in call
volume, surpassing a 12% goal.
. Launched e-learning courses providing a cost effective and efficient
training solution.
. Directed Instructional Designers and Trainers in development and training
of educational materials used to meet business requirements.
. Facilitated strategy decisions with other internal departments to ensure
support and escalation strategies were distributed and effectively
utilized. Negotiated customer Service Level Agreements (SLA's) as well as
internal Operational Level Agreements (OLA's) between Support, Product
Management, Development and Operational teams.
Prior to 2003:
Sr. Manager, Technical Customer Support and Training
Technical Customer Support
EDUCATION AND PROFESSIONAL CERTIFICATION
Bachelor of Science in Business Management;
University of Phoenix; Graduated with Honors; GPA 3.85/4.0
Certified HDI Support Center Director (HDI-SCD);
TECHNICAL SUMMARY
Software: Microsoft Word, Outlook, PowerPoint, Excel, Pivot Tables,
LiveMeeting/WebX, Resume Routing, Siebel, Salesforce,
PeopleSoft, Snag-it, and Camtasia
Professional
Affiliation: WITI (Women in Technology International), Help Desk
Institute (HDI), ExecuNet
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