*** *. **** ******, ***********, NC 27525
Results-oriented Service Center Manager with diverse background in management and customer care. Dedicated to
providing excellent customer service by effectively motivating associates through continual guidance, direction,
development and coaching.
20 years of industry experience including IVR/ACD, ITIL, KCS, ITSM, KPI, SLA, ITIL, FCR/FLR, ASA
Enterprise level Help Desk management experience with financial and government institutions
Proven ability to build teams, increase team loyalty and retention rate
Use KCS(Knowledge Centered Support) to reduce daily ticket count and to increase speed of response to user base
Train new users on use of ITSM (Service Now) procedures.
Expanded service to allow for reduction in higher tiered operating costs and increasing FLR
Proven ability to build coalitions by using collaboration skills.
Increased customer satisfaction ratings SLA's from 87% to 96% within 2 years.
Automated repeatable tasks where possible to increase efficiency.
RESEARCH TRIANGLE INSTITUTE/
Service Delivery Team Lead (Outsourced) 01/2013 to 10/2015
Developed new team for Service Delivery including Asset Management duties
Developed team members’ performance in shipping\receiving duties, inventory control, imaging, product delivery, compliance with established SLA’s.
Wrote training manuals for delivery of services.
Transitioned team from Altiris based asset management system to LANDesk.
Prepared paperwork for security compliance for all international technology equipment.
Worked under strict deadlines and responded to service requests and emergency call-outs.
Service Center Team Lead
Managed the day to day activities of 11 team members in multiple time zones and countries.
Developed, implemented and monitored ticket queue\programs to maximize customer satisfaction SLA's and manage on-site
customer service representatives.
Owned team productivity metrics.
Acted as back up for Major Incident (MI) Manager.
Led team in root cause analysis.
Committed to employee retention,.
Updated and/or notified owners of KCS (SharePoint) artifacts when corrections were needed.
Conducted 1 on 1 meetings with team members to discuss progress toward goals.
Conducted weekly team meetings to discuss team-wide concerns and accomplishments.
Coached team members when achievements were subpar.
Provided detailed monthly departmental reports and updates to senior management from Service Now (ITSM).
Addressed negative customer feedback immediately.
Provided a high level of product and leadership support to representatives and clients.
Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
Effectively communicated with team members and management to maintain clearly defined expectations.
Generated and distributed daily reports and status toward metrics to appropriate personnel.
FORSYTH COUNTY GOVERNMENT
Team Lead\IT Support
11/2005 to 01/2013
Charged with selecting, testing and cost analysis of new application to manage the Bed and Breakfast and campground at Tanglewood Park (Largest Public Park in Forsyth County).
Collaborated with Business Manager, IT and end-users to determine need and budget constraints.
Tested final 3 applications, demonstrated all three to each of the parties, prepared cost estimated for 3 and 5 years our, made the recommendation, oversaw the installation of the program, trained and wrote training manuals for end-users.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Maintained up-to-date records at all times.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Built customer loyalty by placing timely follow-up calls for customers who reported product issues.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
Provided cross training to 12 staff members.
Image development using SCCM and AD.
Properly directed inbound calls in phone queues to improve call flow.
Tested features across various browsers.
Fixed bugs as they were encountered.
Envisioned and implemented new products, features and flows.
Set up equipment for employee use.
Developed training materials and procedures.
WINTSON-SALEM\FORSYTH COUNTY SCHOOLS
Data Manager 09/2003 to 11/2005
Responsible for interacting with clients, managers to understand their needs
Communicated with central office trainers for the development of the training classes for teachers
Assisted in the preparation of documentation for the new systems
Responsible for maintaining an excellent relationship with the end users, system professionals and Central Office staff
Worked with vendor in the designing the interface of the systems to mitigate confusion and loss of production.
Prepared several project plans to fulfill requirements of the clients
Technical Analyst II 05/2001 to 09/2003
Customer support of computer related issues for both internal and external customers.
Achieved the highest customer service rating in our department.
Developed Disaster Recovery Strategy
Wrote manual for Helpdesk as well as Disaster Recovery
Trained staff and conducted simulations of disaster
Managed outsourced vendors for compliance
Proposed enhancements for helpdesk operation
Tracked trouble ticket resolution
Operations Officer: Help Desk Manager 06/1996 to 11/2001
Technical Support Manager supervising 14 technical helpdesk employees.
Worked as project manager for design/purchase, testing and installation of new system software.
Coordinated with IT department capacity planning, maintenance and housing of newly purchased equipment.
Led team in coordination of relocating 8 remote business units into single building.
Divided department into two separate sections to align support more closely with user needs resulting in faster response time and higher customer satisfaction.
Establish and enforce standards for all technology moves and purchases
Developed customer service standards and customer service survey for IT department
Keep inventory records of all departmental computer-related equipment
Wrote and implemented job descriptions
Wrote, evaluated and conducted exercises in Disaster Recovery.
BACHELOR OF SCIENCE: MANAGEMENT OF INFORMATION SYSTEMS 2004
High Point University, High Point, NC, USA
National Deans List Academic Achievement Award
ASSOCIATE OF ARTS: BUSINESS COMPUTER PROGRAMMING 1994
Forsyth Technical Community College, Winston-Salem, NC, USA
Member of Data Processing Management Group Club
Corn Products Scholarship Award
High Honors Graduate