Customer Service Manager

KEVIN M. LEWIS

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

Lumberton, NJ 08048 1-609-***-****

Professional Summary

Proven ability to position customer needs and work collaboratively with multiple levels of the organization to drive excellence. Excellent leadership skills with proven ability to manage and motivate customer support teams of on-shore and off-shore resources, and to develop key performance indicators to drive operational success.

Professional Experience

NEW YORK PRESBYTERIAN HOSPITAL Jan 2014 – Dec 2014

NEW YORK, NY

Director, Project Management – Human Resources

Responsible for ensuring project alignment with New York Presbyterian overall strategy

Lead the overall direction of all large-scale project progress and milestones, working closely with customers to provide resourceful issue resolution.

Guide cross-functional project teams in implementing, upgrading, enhancing and developing customer-focused programs that support Human Resources and the entire organization.

Partner and strategize with customers, leadership and other the entire HR team to design innovative strategic plans that drive productivity, increase data quality, and facilitate business and customer objectives.

Understand the key business priorities and creatively work to drive seamless, end-to-end delivery of all projects.

Provide first-line support and problem resolution, followed by post-implementation review and gap analysis that focuses on continual improvement.

NTT AMERICA, INCORPORATED

Director, Customer Service Nov 2006 – Apr 2012

North America Region

Customer Service and Service Management Team

Directed the Customer Service team and the Service Management team for global customer support of 500 multi-industry companies in a tiered support team structure

Mentored, trained, and coached direct reports and their support staff to ensure they had the knowledge and skills needed to be an effective team leader/manager

Defined and implemented staffing and organizational design strategies that maximized customer satisfaction, team productivity, and cost effectiveness

Provided direction and oversight to the development and implementation of contact center technology and process improvements to reduce overall costs while improving service/experiences

Facilitated training sessions with the internal customer service team, sales team members, vendor relations management and customers building continuity in support processes

Directed global customer service team in testing, monitoring, and vendor support in various hardware and product platforms

Director, Service Implementation Nov 2006 – Apr 2012

North America Region

Directed NTT America’s service ordering, inventory, and carrier relations for the North America Region customer base

Designed an online provisioning portal improving internal communication with relevant teams on all order status and delivery

Managed vendor relationships with all North America telecommunications carriers improving on time delivery 45 % for all new orders and renewals

Established working milestones that help reduce order escalations from internal and external teams

Senior Manager, Network Operations Center Dec 2004 – Nov 2006

North America Region

Managed the Network Operations team by coaching, mentoring, and providing technical leadership.

Developed and implemented standard policies and procedures for the Network Operations team daily tasks used to increase efficiency

Prepared and managed departmental budget goals$$

Managed all outage improvement plans to meet Mean-Time-To-Repair goals of 99.997% availability

Manager, Network Operations Center Nov 2001 - Dec 2004

North America Region

Managed the 24 x7 operation of the global network operations center. Technologies included were ATM, Frame Relay, MPLS, Cisco IP service, and other product offerings.

Scheduled resources, ensuring business continuity.

Prepared recommendations for monitoring design and implementations

Served as the first level escalation support for technical issues

Awarded Manager of the Year Award by NTT America 2002

Successfully migrated Network Operations Center location from New Jersey to New York without business support interruption

FUJITSU NETWORK COMMUNICATIONS, INC. Jan 1999 – Nov 2001

Technical Support Engineer IV

Interacted with local and International telephone carriers, resolving network incidents and outages

Conducted initial provisioning, turn-up, and cutover testing for newly installed ISDN, Frame Relay, T-1, E-1, ATM, and DDS circuits

COMCAST CELLULAR COMMUNICATIONS, INC. Oct 1998 – Jan 1999

Senior Operations Analyst

Managed a 24 x 7 Network Operation Support team of four ensuring that training, effectiveness, and company standards were met and maintained

Proactively supervised the monitoring, troubleshooting, and escalation of network outages and faults using Cabletron Spectragraph 5.0, Compaq’s Insight Manager, Remedy Helpdesk Software, Microsoft SMS, and PC Anywhere for tools

INTERACT SYSTEMS, INC. Nov 1997 - Oct 1998

Field Service Engineer

Education

Union Institute & University

Bachelor of Science - Business Management

Fundamentals of Project Management

Griffin Tate Group, Inc.

October 15, 2015

American Management Association

Certificate of Completion – Management Training

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