Manager Customer Service

T W

*** * ****** ***** *****, Phoenix, AZ ***** ■ H: 623-***-**** ■ *********@***.***

Successful professional with over 10 years of experience in management of customer service, technical support and sales support team members. Ability to quickly adapt to a changing environment. A goal-oriented manager dedicated to achieving high levels of customer satisfaction in meeting aggressive business goals.

Proven Team Leadership

Multi-Million Dollar Budget Management

Strong Vendor and Customer Relations

Administration

Staff Development and Growth

Process Development to match Service

Level Agreements

Multiple Program Management

Senior Operations Manager, 04/2005 to Present

Mark One Automotive Performance – Mooresville, NC

Project management for restoration of collector cars including budget development and control.

Established work procedures and parts inventory control. Created marketing materials for vehicle sale.

Fulfillment Services Manager, 08/2002 to 03/2005

McKesson Specialty Health – Scosdale, AZ

Responsible for fulfillment of patient assistance programs to include design and printing of application and card used in the Together RX Card program and drug labels for distribution to physicians.

Responsible for application enrollment and compliance achieving 98% completion. Manage 3rd party vendors for printing and shipping of cards to enrollees achieving and maintaining a 48 hour turnaround.

Network Operations Center Manager, 07/2001 to 08/2002 Aether Systems Inc – Phoenix, AZ

Prepared Network Operations Center Unit for start up to monitor GPS tracking of mobile Professional Summary

Skills

Experience

devices for transportation services and handheld units. Ensured all technical aspects of systems involved were functioning properly. Developed test scenarios and provided reporting results. Achieved 98% positive test results. Direct and coordinate activities of Center personnel. Managed Project execution to ensure adherence to budget, schedule and scope. Manager, Enterprise Services and Support, 01/1984 to 06/2001 Symantec Corporation – Eugene, OR

Managed customer service, technical support, sales support and third party vendor teams in US and Canada.

Developed, administered and managed customer loyalty and retention programs for software maintenance and support service contracts with a 95% renewal rate. Managed the sales support team that expanded service contract revenue from less than $1M per quarter to $12M per quarter in four years. Developed and delivered sales tools and sales reports on an ongoing basis.

Advanced vendor teams from handling simple print advertising responses to handling all direct marketing campaigns, running 15 campaigns simultaneously. Bachelor of Arts: Business Management, Jan 1987

St. Mary's College of California - Moraga, CA

Business Manager, TSA Net

Member, ICSA

Symantec Flying Goose Award - Sales and Service

Symantec Star Award

Education

Affiliations

Awards

Contact this candidate