Project Management, Contact Center Management, IT Infrastructure
Resume:
Goal
Seeking new opportunities where I can utilize my skills and experience to exceed customer expectations and drive corporate values. I love to work in a team environment with other motivated people to solve issues and build relationships.
Special Skills
» Passionate about customer experience management.
» Skilled at data analytics, workforce management and contact center IT infrastructure management.
» Exceptional at Project/Program Management.
» Accomplished in Capture Management (NDA, RFP/RFQ, PR/PO and SOW).
» Traveled extensively, thru military and work enlarging my world-view.
Employment History
Customer Experience Consultant: Morningstar Media (2015-2016)
» Analyze existing customer touchpoints and provide customer experience measurements and improvement recommendations.
» Provide solution architect, project management and capture management services.
Senior Manager, Consumer Support: Seagate Technology (1997–2015)
» Managed SeaCare Contact Centers for Americas and Europe/Middle-East providing presales, technical and warranty support for Seagate retail products. Support was provided by phone, email, chat, forums and social.
» Provided business intelligence including performance and operational metrics as well as voice-of-the-customer analysis.
» Project and Capture management for Contact Center infrastructure.
» Web strategy and development for product support sections of corporate website (www.seagate.com).
» Managed multi-departmental budget reducing waste and cutting costs.
Coach/Supervisor, Technical Support: America Online (1996–1997)
» Managed phone, email, and chat staff in support of retail customers.
Education/Training
Oklahoma City University, Project Management Professional course (2012)
Colorado Technical University (2010–2015)
Six Sigma Certification (2010)
Harvard Business School Leadership Program (2007–2008)
STI Certified Call Center Manager (2000)
University of Maryland, European Campus (1986–1987)
United States Army, Military Police (1984–1990)
University of Central Oklahoma (1982–1984)
Charity/Volunteer Service
» Donate two or three days a month to the Regional Food Bank of Oklahoma assisting in sorting and packaging food for distribution. (2000–2016)
Troy Beaty
1408 N Park Place
Moore, Oklahoma
73160, USA
*******@*****.***
“He has a great grasp on data analytics, program management, and workforce management within a Contact Center. His vast experience from running contact center queues to overseeing an entire department provided him with valuable skills and a unique point of view that I relied upon
–Shane Wilson
Director, Consumer Support
Seagate Technology
“He is a well-organized, strategic and responsible individual who always maintained a professional attitude and approach. While working together he always met deadlines and was very resourceful in getting the job done. He also brings an outside-the-box point of view which helps in making key decisions on projects. He worked well in a team environment….”
–John Washkevich
Sr Program Manager, Cloud Infrastructure
HGST, a Western Digital Company
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