Customer Service Manager

Professional Summary

Experienced Customer Service Professional with unique combination of superior communication skills and operational leadership in the IT and insurance industries. Currently looking for opportunities in the IT Service Desk / Help Desk / Call Center management field. Established a proven track record of delivering results and building strong relationships. Strong ability to multi-task and can work well within any level of an organization. Achieved notable success directing a broad range of corporate initiatives while participating in planning and implementation of technology solutions in direct support of business objectives.

Professional Experience

AJC Holdings, Glastonbury, CT February 2012 to Present

Investment Analyst

Managed a personal portfolio on a monthly basis through investment in stock options and tax lien/tax deeds with a goal of 10% return on invested money.

Achieved a 93% success rate, reaching stated goals 26 out of 28 months of investing.

The Hartford Financial Services Group, Inc., Hartford, CT June 2009 to February 2012

Director - IT Service Desks

Provided leadership for a staff of 117, supporting two IT Service Desks across multiple locations; one internal to The Hartford customers, one external for agents that sell The Hartford products. Coached and mentored six direct reports in all aspects of leadership, relationship building and performance management.

Identified metrics and reporting needs to effectively manage business results; utilized trend analysis to implement process improvement initiatives

Developed and monitored budget performance for assigned staff in addition to key programs, projects, and initiatives.

Consistently achieved deliverable deadlines and financial/budgetary targets.

Coordinated and aligned continuous process improvement initiatives with key enterprise-wide initiatives.

Instilled and maintained a discipline around processes and production support.

Initiated proactive engagements with the line of business leaders to identify, improve, build, and control our capabilities to ensure efficient and effective delivery of our business objectives.

Developed KPI (Key Performance Indicators) and scorecard measures to drive accountability and ensure execution across the entire operation.

Led the strategy and implementation of process improvement opportunities by developing distinctive approaches to leveraging existing and new technologies and driving process excellence in the organization.

Identified development opportunities for department Team Leads and Managers, then provided consistent feedback, support and coaching.

Successfully developed and implemented strong succession plans to further drive internal talent mobility efforts and effectively created bench strength for the team, ensuring continuity of business.

Effectively communicated corporate strategic vision, reinforced the critical connections between daily activities and the larger goals of the organization.

Consistently engaged and empowered team and business partners to think innovatively about process design and control by soliciting their ideas and input.

Manager – IT Service Desk May 2004 to June 2009

Managed a staff of 2 Team Leads and 23 Service Desk Analysts.

Provided advice and guidance to Team Leads on performance related issues, production support and call monitoring.

Direct accountability for the hiring and selection of new staff members; conducted behavioral interviews to identify top candidates.

Provided both analysts and team leads candid feedback in support of improved results.

Composed and delivered interim and annual performance appraisals.

Provided day-to-day operational coaching and mentoring for analysts. Assisted with questions and provided guidance on production support issues and tickets.

Responded to customer service issues regarding Service Desk performance; effectively managed escalated service issues in a timely and proficient manner.

Collaborated in the resolution of problem incidents by engaging both internal and external service providers.

Partnered with the leadership team, other IT departments and all lines of business in order to provide enhanced service delivery and quality customer experiences.

Proactively designed and implemented operational efficiencies to improve Service Desk productivity and workflow.

Produced ad hoc reports from various sources (e.g. Remedy, CentreVu, Metrix, etc.)

Created staffing models on a regular basis to verify work schedules appropriate to meet service level agreements.

Chaired and participated in leadership and business partner meetings to discuss any issues.

Worked closely with various lines of business and internal support management teams to develop and improve communication, interaction and processes between the organizations.

Team Lead – IT Service Desk June 2001 to May 2004

Led a staff of 11 Service Desk analysts.

Provided day-to-day operational coaching and mentoring for analysts. Assisted with questions and provided guidance on production support issues and tickets.

Responded to customer service issues regarding Service Desk performance; effectively managed escalated service issues in a timely and proficient manner.

Senior Analyst – IT Service Desk February 1999 to June 2001

Daily Service Desk responsibilities included technical troubleshooting and resolving of desktop and mainframe hardware, software, application, network, server and communication issues for

multiple client systems.

Accurately documented and tracked all calls to ensure users received needed service in a timely manner.

Provided training for newly hired analysts with focus geared towards customer satisfaction.

Education and Professional Development

The University of Connecticut, Storrs, CT

Bachelor of Arts, English, Cum Laude

ITIL Foundations

HDI (Help Desk Institute) Manager Training Course

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