Customer Service

PAMELA JENKINS

Greater Orlando Area

Mobile/Text: 770-***-**** *************@*****.***

http://www.linkedin.com/in/pamelajjenkins

TECHNICAL SERVICES MANAGER

Experienced in team building, coaching and developing resources that enhance performance and productivity. Ability to manage virtual and onsite resources that successfully exceeded customer expectations. Approach driving toward targeted results with emphasis on teamwork. Able to strengthen team skillsets by training and motivating toward higher learning. Produced high quality service by always meeting customer service level agreements, reflected on customer surveys.

• Team Building • Training and Development

• Managing People • Administering Processes

• Performance Management • Communicating Expectations

PROFESSIONAL EXPERIENCE

INTRADO/WEST CORPORATION, Douglasville, Georgia 2010 – 2016

A 911 Services provider to government agencies

Field Services Supervisor, Virtual (2010-2016)

Managed a team of 18 field maintenance technicians and multiple vendors that provided system maintenance for 125 emergency 911 service centers. Reacted consistently with a high sense of urgency, allowing a perfect record of no missed service level agreements. Directed all hiring, training, terminations and performance evaluations with compliance to company objectives. Improved customer relations by consulting with project management, sales, senior management on impacting customer issues and client needs.

Directed eighteen 911 virtual dispatch technicians in exceeding customer expectations for system maintenance, permitting no missed service level agreements.

Strengthened customer confidence in product support by establishing cross functional training and developing knowledge sharing across the entire maintenance team.

Improved vendor performance by communicating expectations and providing necessary tools for delivering successful support to customers.

Developed and directed system upgrade plans for over 125 local government 911 centers across the East coast enabling the delivery of emergency 911 calls at a 100% success rate.

Deliver performance evaluations and improvement notifications that praised successes and highlighted areas where the customers would benefit from needed improvement changes.

Improved the impact and reach of maintenance services for system performance by hiring more than 30 dispatch service technicians in multiple states

Increased quarterly revenue by assisting the project management with installation of new systems through providing needed resources.

Encouraged participation in weekly team conference calls to enable knowledge sharing, discuss customer impacting issues which led to growing team relationships and higher productivity.

Pamela Jenkins, Mobile/Text: 770-***-**** Page Two

Network Services Plus, Inc, Roswell, Georgia 2006-2010

Provider of Hosted and Managed Data solutions, helpdesk/NOC support

Helpdesk Coordinator, Roswell, Georgia (2006-2007)

Acted as the first point of contact for helpdesk support team in order to triage issues and direct to the appropriate resource. Responded to circuit outages and monitored system performance with a high sense of urgency so that customers would experience minimal impact to their business.

Field technical support calls for customers so that their issue could be addressed promptly, receiving continuous praises from numerous customers for professionalism and response.

Achieved a high rate of positive customer feedback, leading to being promoted to operations manager after six months of employment.

Dispatch technicians to customer sites based on severity of impacting issues, establishing quick response times for all clients

Kept the impact of system issues to a minimum by monitoring client system operations via network monitoring tools

Operations Manager, Roswell, Georgia (2007-2010)

Hired, managed and trained a team of thirty field, NOC and end user support technicians. Established a credible support team that contributed to the business growing from 50 customers to 160 within two years. Improved technical aptitude by developing employees via training tools, classes and a mentoring approach toward learning.

Improved customer hold times dramatically from over 2 minutes to under 5 seconds by developing a schedule and processes that consistently met the customer demands

Helped the business earn accolades with Microsoft by raising the bar for the highest level of support via technical training for staff

Empowered employees to operate autonomously to promote a self driven strategy in critical thinking and to enhance personal development

Conducted weekly team meetings to discuss customer concerns and ensure processes were meeting the customer expectations, which led to gaining customer confidence in the team abilities to support their users.

EDUCATION

Associate of Applied Science, West Georgia Technical College, Douglasville, GA

• Graduated GPA 3.9 (Phi Theta Kappa Honor Society)

Bachelor of Arts, Religious Studies, Trevecca Nazarene University, Nashville, TN

• Member of Public Relations music group, representing the university across the Southeast.

Computer Skills: Microsoft Office, including Word, PowerPoint, Outlook, and Excel.

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