Customer Service Management

Daniel Smith

Customer Service Advocate

Houston, TX

***********.**@*****.*** - 832-***-****

Customer Service Advocate with over 16 years of experience in information technology support services, service desk operations, service desk consulting and other managed services customer focused areas. Ten years’ experience working in for a global ITC Solutions and Services outsourcing contact center with over 16 enterprise clients, over 500 service desk technicians, and over 50,000 end users. With a keen focus on customer satisfaction, ushered the initiative to drive service quality consistency and continuous quality improvements in line with the ITIL framework around best practices, work instructions, incident management, and change management. I am seeking a challenging opportunity to allow me to demonstrate my proven organizational, communication, and problem solving skills as well as effective coaching and leadership techniques. Has successfully demonstrated the ability to effectively manage budgets, personnel, customer satisfaction, and service level objectives. I’m an individual driven by passion for customer satisfaction. Seeking to utilize my extensive skill set to build on the success of an organization with a keen focus on the company’s mission, the company’s vision, employee development, and quality assurance. Willing to relocate: Anywhere

Authorized to work in the US for any employer

WORK EXPERIENCE

Partner Network Relations Manager

SSCS Global IT Services - Houston, TX - March 2013 to June 2014 Developed global network of subcontractors in 6 regions of the world including the USA and Canada, Latin America, Europe and Russia, southwest and central Asia, Monsoon Asia, and Africa. Negotiated and established business to business subcontractor service delivery agreements. Managed the relationship of all subcontractors/service partners. Responsible for the resolution of all subcontractor related disputes. Designed and implemented subcontractor related service delivery processes and procedures. Designed and implemented internal subcontractor related operational procedures. Ensured all subcontractor contract details and terms of the agreements were available for the various operational departments and teams (call center, field services, accounting, and logistics) that relied on this information.

Accountable for all service delivery objectives of all subcontractors. Responsible for all subcontractor provided service delivery changes including onboardings. Managed service delivery commitments of subcontractors based on committed terms. Ensured all vendor and subcontractor invoices were submitted for payment in accordance to agreed terms. Ensured all vendor and subcontractor invoices were paid in accordance to agreed terms. Responsible for ensuring all that subcontractors and vendors completed all client site and client specific training requirements.

Responsible for ensuring all vendors and subcontractors maintained general commercial insurance as well as workers compensation insurance (where required) and maintaining a records system with all current certificates of insurance.

Human Resources Manager/Generalist

SSCS Global IT Services - Houston, TX - January 2011 to January 2014 Post jobs, screen candidates, assist with interviews, conduct screening of candidates. Prepared new hire offer letters and processed all new hire documents. Prepared employment agreements for international employees. Assisted payroll department with employee & Sub-contractor payroll. Assisted in the management of 401k and other benefits programs. Led and assisted with the development of corporate and operational policies & procedures as well as their implementation.

Coached and trained the management team on employment laws and employee development. Assisted in the management of Corporate Insurance program. Assisted the controller in the preparation of all HR taxes and audits; internal & external. Managed Workers Comp, Safety, and MSDS programs.

Assisted with and helped manage the employee evaluation process. Managed employee time & attendance.

Assisted with W-2’s, 1099’s, sub-contractor insurance and file set-up. Maintained employee and subcontractor files.

Completed and maintained corporate entity registrations (Singapore, Russia, and Kazakhstan). Technical Team Lead

Getronics - Houston, TX - June 1998 to June 1999

Processed escalated calls, issues, and requests via call tracking system (Vantive, PeopleSoft CRM 8, and Remedy).

• Successfully demonstrated the ability to effectively manage projects within budget.

• 24 hours a day and 7 days per week focus on Service Level Objectives and Service Quality.

• As part of the team worked to create and maintain a positive, high-energy team environment that fostered mutual trust, respect, and a commitment to the team itself.

• Effective communications with all levels of the organization and ability to manage sensitive situations.

• Able to work under pressure for extended hours in order to assist with the timely completion of assigned projects and resolution of problems.

• Independently identified client needs, established priorities, and developed plans to use resources to meet those priorities.

• Effective problem analysis and resolution implementation in line with management and client requirements.

• Managed customer relationships through direct communication with customers and/or solution teams to ensure timely and focused escalations and problem resolutions.

• Monitored and delivered support metrics in areas including case closure, average speed of answer, and customer satisfaction along with other defined Service Level Agreements.

• Worked with team to keep support work instructions updated.

• On call via company cell phone for any escalations. Tier 2 Customer Support Specialist

Getronics - Houston, TX - June 1998 to June 1999

Assisted Team Manager with achieving service level objectives and client satisfaction.

• 24/7 Point of Contact for Level 1 associates and Solution Teams.

• Processed escalated calls, issues, and requests via call tracking system (Vantive, PeopleSoft CRM 8, and Remedy).

• Ensured that all support cases in the call tracking system were professional, detailed, and grammatically correct.

• Knowledge Base content management for service consistency and the accurate processing of client requests or challenges.

• Trained and mentored Level 1 associates on newly implemented or modified procedures and services.

• NT and Exchange Account Administration (created accounts, unlocked accounts, reset PWs, mapped network drives, managed folder access, managed group access, and managed mailbox quotas).

• SAP, AS400 and Oracle Account Administration (unlocked accounts, reset PWs, session resets)

• Diagnosed end user problems/issues via email or telephone.

• Used remote desktop tools i.e. VNC, RDP, Citrix, and SMS to assist clients.

• Provided technical assistance and mentoring to enterprise clients (office based and remote users).

• Recreated/troubleshot technical challenges.

• Analyzed network outages, documented issue(s) and routed escalated issue(s) to the appropriate provider group

• Responsible for communicating with onsite technicians and mentoring, training, and demonstrating new processes and procedures to Level 1 Associates.

• Created knowledgebase documentation covering technical resolutions, processes/procedures and escalation procedures in ISO compliant and CQI compliant format.

• Responsible for making sure all procedures were updated and posted on the internal WEB for use by all associates.

• Provided technical support for diverse operating systems including Windows 95, Windows NT 4.0, Windows XP, Windows Vista and MS office products (MS Office versions 97 to Vista) including Word, Excel, PowerPoint, Access, Outlook, MS Exchange server and MS Project. Tier 1 Customer Support Specialist

Getronics - Houston, TX - January 1998 to June 1998 Processed calls, issues, and requests via call tracking system (Vantive, PeopleSoft CRM 8, and Remedy).

• Knowledge Base content management for service consistency and the accurate processing of client requests or challenges.

• Trained and mentored other associates on newly implemented or modified procedures and services.

• NT and Exchange Account Administration (created accounts, unlocked accounts, reset PWs, mapped network drives, managed folder access, managed group access, and managed mailbox quotas).

• SAP, AS400 and Oracle Account Administration (unlocked accounts, reset PWs, session resets)

• Diagnosed end user problems/issues via email or telephone.

• Used remote desktop tools i.e. VNC, RDP, Citrix, and SMS to assist clients.

• Provided technical assistance and mentoring to enterprise clients (office based and remote users).

• Recreated/troubleshot technical challenges.

• Analyzed network outages, documented issue(s) and routed escalated issue(s) to the appropriate provider group.

• Traveled to Dayton, Ohio to meet desktop team to gather information to improve support to the Dayton Power and Lights client and to increase service desk resolution rate.

• Participated in the flawless transitioning of the Wang Internal Helpdesk from Atlanta, Georgia into the Houston Enterprise Service Center.

• Participated in the transitioning of the Wang Government Services helpdesk from Washington, DC into the Houston Enterprise Service Center.

• Created detailed training manuals and assisted in the training of new hires.

• Provided technical support for diverse operating systems including Windows 95, Windows NT 4.0 and MS office products (MS Office versions 93 to 97) including Word, Excel, PowerPoint, Access, Outlook, MS Exchange server and MS Project.

EDUCATION

Technical Certificate in Information Technology

Computer Learning Center - Houston, TX

1998 to 1999

SKILLS

Customer Service (10+ years), Leadership (10+ years), Management (10+ years), Client Relations (10+ years)

LINKS

https://www.linkedin.com/in/danielsmithpublicprofile

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