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Director, Technical Customer Services and Support

Location:
Fort Lauderdale, FL
Posted:
February 27, 2015

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Resume:

TAMARA SPALDING

Ft. Lauderdale, FL *****

acoh95@r.postjobfree.com

561-***-****

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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