Customer Service Support

M. Drew Emmick

Phone: 972-***-**** • Email: ********@*****.*** • Website: linkedin.com/in/mdemmick

SKILLS SUMMARY:

● 7 years of experience in call center operations and management

● 7 years of experience in project and account management

● 7 years experience in training and development

● 7 years of experience in tech support and troubleshooting

● 14 years of customer service experience

● Strong written and oral communication skills

● Strong leadership skills

● Strong logic/reasoning skills with proven experience in problem resolution

● SQL Server, VBScript

● Can code HTML and CSS

● Power user of Microsoft Word, Excel, Outlook, Adobe Photoshop and Illustrator EXPERIENCE:

Information Technology Lead/Coordinator

247MedPlan.Com; Dallas, TX

November 2015 – Present

● Manage company’s telephony system

● Manage user accounts and agents’ access to telephony system

● Provide desktop support to all staff as needed

● Manage database as well as exporting customer data to other vendors

● Oversaw hiring, training and staffing of new remote agents Technical Specialist

eCore Software Inc; Dallas, TX

March 2014 – May 2015

● Assign and manage new work tickets to support staff and technical team.

● Follow-up with support and technical teams to ensure that all assigned tickets were assigned and resolved/tasked in a timely fashion

● Manage the server backup pipeline to ensure that it is in 100% working order

● Update the production servers in the web farm with the latest MS updates

● Perform QA testing to ensure that software from our offshore team met requirements specified by product management

● Provide desktop support to the eCore office staff as needed

● Provide QA for the product help manual throughout the year

● Updated the mobile software (including HTML/CSS/ASP backend) Client Manager

Veritix; Dallas, TX

April 2010 – March 2014

● Responsible for facilitating communication between clients using ticket and event management software and Veritix’s technology support departments

● Responsible for monitoring the company’s support ticket queue and resolving tickets through troubleshooting or facilitating resolutions through product support and development channels

● Responsible for assisting clients in building and managing events and offers

● Responsible for assisting clients onsite with client training, troubleshooting and system support for major events

● Planned and developed centralized informational website and resource for clients using a content management framework (fosWIKI), HTML and CSS

● Assist with maintaining department resources including event lists, client contact lists, and procedural checklists for team.

Account Manager

CUNA Mutual Group; Fort Worth, TX

September 2006 – October 2009

● Provided ongoing support for 200+ clients using CUNA Mutual Group’s member and lending services software (APPPRO) and call center

● Responsible for clients’ overall satisfaction in software and call center’s performance

● Held regular quality assurance reviews with clients and internal departments to calibrate call quality with client expectations

● Conducted internal operations meetings to coordinate ongoing client support and strategies

● Responsible for training newly hired Account Managers

● Assisted as position lead in 2008 reorganization of Client Services Department

● Named CUNA Mutual Employee of the Quarter for third quarter of 2007 and first quarter of 2008

Loan Counselor

CUNA Mutual Group; Fort Worth, TX

April 2005 – September 2006

● Processed 150+ loan applications per month for existing and potential credit union members via inbound and outbound calls

● Maintained high cross-sell percentage of additional financial products through effective and consistent upselling

● Achieved perfect quality scores from January 2006 to July 2006 Database Administrator

Daisytek International; Plano, TX

February 2001 – December 2001

● Managed client database for Daisytek International’s marketing department

● Responsible for developing and running queries for advertising campaigns

● Responsible for maintaining client email list and running targeted email campaigns EDUCATION:

Tarrant County College; Fort Worth, Texas

January 2005 - December 2008

● 3.9 GPA

● Member of college's Dean’s list

● Member of Phi Theta Kappa

● Member of the Texas Student Teachers Association

● While volunteering with the Texas Student Teachers Association served as a District Leader and was responsible for organizing, planning and reporting on seven college campuses in the North Texas area.

VOLUNTEER WORK:

The Church of Jesus Christ of Latter-day Saints (Mormon); Raleigh, NC

● Served a full-time voluntary Christian mission in Eastern North Carolina from December 2002 to December 2004.

● Named missionary trainer responsible for overseeing the training and development of volunteer missionaries.

● Named district leader, zone leader and supervised training, development and reporting for volunteer missionaries

Contact this candidate