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Customer Service Manager

Durham, NC
April 27, 2016

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*** *. **** ******, ***********, NC 27525

Home: 336-***-**** • Cell: 919-***-****


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.




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.


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.


Data Manager 09/2003 to 11/2005

Day to

Project Manager

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.



High Point University, High Point, NC, USA

National Deans List Academic Achievement Award

3.72 GPA





Forsyth Technical Community College, Winston-Salem, NC, USA

Member of Data Processing Management Group Club

Corn Products Scholarship Award

High Honors Graduate

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