Customer Service Manager
Resume:
B. Winn Wheeler
**** ***** *** ****** ******, Tucson, Arizona 85747, 520-***-****,
actkq2@r.postjobfree.com, LinkedIn: Winn Wheeler
Profile:
Strong technical foundation with over 30 years’ experience in the industry. Excels in guiding work teams and mentoring managers and coworkers to achieve high results. Awarded for outstanding commitment to customer service and dedicated to exceptional client support. Superior analytical and troubleshooting skills to generate innovative solutions.
Professional Experience:
NCR Corporation, 3095 Satellite Boulevard, Duluth, GA 30096, 937-***-****, 1987-2016
Territory Manager, Tucson, Arizona, 2010 to 2016
Promoted to Territory Manager to deliver quality customer service and support to multi-million dollar contracts in the retail, business, and financial industries. Interfaced with high profile clients to resolve issues and improve satisfaction.
Interviewed potential new hires and created yearly work, on-call, and vacation schedules to ensure full service coverage for customers. Implemented training for Technicians locally and at the Georgia training center. Acquired leasing of local office and storage facilities. Conducted yearly evaluations, and scheduling of ongoing training of up to sixty employees to keep them up to date with the necessary skills to meet clients’ needs. Implemented personal evaluations and improvement programs to help employees grow and progress in their careers.
Led telephonic or web-based conferences and monitored and assessed employee daily productivity. Promoted a productive and effective environment, and developed potential leaders. Directed overseas service coordinators who assign calls and escalations to ensure company deadlines and goals were achieved. Cultivated a work force to provide support and service to Fortune 500 customers such as Wells Fargo, Walmart, Chase, Bank of America, and Starbucks.
Managed all service phases of automatic teller machines (ATMs), point-of-sale (POS) equipment, upgrades and other business service and installations. Collaborated with sales teams and potential customers to address concerns and improve customer relations. Scheduled and monitored install teams to ensure Quality Assurance and to make sure that installations were completed on time and within budget.
Directed lower level managers and their employees, providing mentoring, technical guidance, and assistance with escalations. Worked closely with Senior Management to carry out company objectives and the transition of ongoing, large-scale business model changes. Successful in resolving numerous issues, such as staffing shortages, overtime and productivity, and traveling to other territories in the southwest and south central regions to assist as needed.
Regional Technical Support Specialist, Tucson, Arizona, 2007 to 2010
Promoted to Regional Technical Support Specialist to provide support on special projects, and to Customer Engineers in the field on retail, networking, and financial equipment, and handled escalating critical service calls. Trained and mentored new hires and provided technical knowledge and expertise to Level 1 and 2 Technicians.
Arranged meetings with clients to resolve problem installations and restore customer confidence. Traveled to other regions to assist with installations, repairs, and managed local installations of hardware and software projects. Confirmed work was completed on time according to contractual agreements and ensured quality control of projects.
Held Clearances for Department of Defense, Department of Justice, United States Postal Service, and (TSA) Transportation Security Administration.
B. Winn Wheeler
8098 South Old Canyon Avenue, Tucson, Arizona 85747, 520-***-****,
actkq2@r.postjobfree.com, LinkedIn: Winn Wheeler
Field Engineer, Phoenix, Arizona, Tucson, Arizona, 1987 to 2007
Developed a strong technical foundation. Installed and repaired a wide variety of on-site computer systems, servers, workstations, wireless and non-wireless communication devices in retail, government, and financial environments, and provided technical and problem-solving expertise for local, national, and worldwide accounts.
Assisted manager in special projects and administrative responsibilities.
Implemented the first Courtroom of the Future in the Phoenix Superior Court Building, and repaired and provided maintenance for legal computer-aided transcription (CAT) equipment for Xscribe Corporation.
Education and Formal Training:
Germantown High School, 7653 Poplar Pike, Germantown, Tennessee, 38138, 901-***-****, Diploma, 1977.
University of Southern Indiana (formerly Indiana State University-Evansville), 8600 University Boulevard, Evansville, Indiana 47712, 812-***-****, 1981-1982, Computer Programming studies.
DeVry Institute of Technology, 2149 West Dunlap Avenue, Phoenix, Arizona 85021, 602-***-****, Electronics Technician Diploma, 1987.
Chapman University, 3200 Davis Monthan Air Force Base, Tucson, Arizona, 85707, 520-***-****, 1998-1999, Computer Programming studies.
Information Technology (IT) and Past Certifications:
DRA Software Training Center, 3434 East 22nd Street Suite 100, Tucson, Arizona, 85713, 520-***-****, Microsoft Certified Professional (MCP), 2000 (NT Servers, NT Workstation, TCP/IP, Networking, NT Server Enterprise).
CCTRS (Cisco Certified Technician Routing and Switching), AT&T, Dell, UNIX, Point of Sale (POS) printers, ATMs.
References:
David Spear
7621 S. Sugarberry Drive
Tucson, AZ 85747
Paul Johnson
1636 N. Sterling
Mesa, AZ 85207
Michael Barganier
15796 W. Shaw Butte Drive
Surprise, AZ 85379
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