Customer Services Manager

David Surdyk

Woodridge, IL *********@*******.*** 708-***-****

Linkedin.com/in/dave-surdyk

Client Service Management IT Support

Team Leadership Fostering Relationships

Expert on building long-term, mutually beneficial relationships with clients by understanding their goals, addressing their needs, and helping them gain value from the products or services they purchased. Offering extensive management and customer support experience for enterprise customers. Adept at boosting customer loyalty and collaborating with customers across multiple industries. Worked remotely for 5+ years.

Core Skills

•Single point of contact for intermediate level implementation lifecycle management

•Ability to provide critical date management and escalation support to meet committed delivery objectives

•Facilitated weekly, monthly and quarterly business meetings with clients

•Provide timely response to customer and service delivery inquiries.

•Partner closely with sales and service delivery teams to understand and implement sold solutions

•Ability to develop and maintain strong client relationships

•Customer service, problem solving and analytical skills

•Excellent written and verbal communication skills

•Understanding of technical products and services

•Keep Internal management up to date on the status

•Basic Project Management skills

•Ability to work in a fast-paced environment

•Build and maintain relationships with customers to ensure satisfaction and retention

•Assisting clients during onboarding activities providing guidance on product setup, and ensuring a smooth transition to use company products

•Manage SLA’s, KPIs and billing

Experience

Darien Youth Club July 2023 to present

Field/Gym Maintenance Team Assoiate/Part time

• Cut grass

• Prepared baseball and soccer fields for the team to play on

• Worked on inventory for equipment stored in the Darien Youth Club Sports core to insure inventory

is accurate

• Ensure all items at each shed located at the baseball and soccer fields are located in the sheds

• Ensure all equipment to maintain the baseball and soccer fields are gassed up and in working order

• Trim grass along fences and dugouts to ensure grass is not high to interfere with the games

• Perform maintenance and clean Sports core is clean and operational

• Multiple other activities such as moving equipment from one field to another

CCC Information Services 1996– 2004

Product Support Supervisor

• Answered 50 to 60 calls daily as service desk representative

• Supervised Technical Service Desk

• Successfully improved service delivery by controlling staffing levels and actively supervising,

coaching, and supporting 18 technical support representatives who answered 50 to 60 calls daily

• Spearheaded a focus on customers service and provided feedback and coaching to employees to

assist them learn and improve.

• Performed performance reviews

• Continually reviewing call note submitted to insure they were arcuate and complete

• Coordinated schedules with other supervisors to insure proper phone coverage

• Held weekly meeting with manager to determine better ways to improve service

• Answered phone calls when call volume was heavy

• Handled calls when customers asked for supervisor.

• Coordinated with leadership to provide create an incentive program for employees who exceeded

Expectations

• Employed Vantive call tracking software to monitor calls for verifying quality and troubleshooting

issues.

Floral Network, FTD Feb 1990 - Aug 1996 Technical Support Supervisor

• Technical Service Desk Representative

• Answered between 20 to 30 calls daily

• Continually reviewing call notes to insure they were arcuate and complete

• Worked multiple shifts and overtime

• Promoted to team lead

• Provided superior technical support to 20,000 international FTD member owners.

Hostway Services Inc Jan 2005– Dec2005

Customer Service Supervisor

Supervised Customer Service Desk

• Successfully improved service delivery by controlling staffing levels and actively supervising,

coaching, and supporting 5 customer service representatives

• Performed performance review.

• Continually reviewing call note submitted to insure they were arcuate and complete

• Developed schedules to insure proper phone coverage

• Held weekly meeting with manager to determine better ways to improve service

• Answered phone calls when call volume was heavy

• Handled calls when customers asked for supervisor

Ensono – 2006 – 2018

Client Success Manager & Service Delivery Manager

Ensono is an MSP (Manager Service Provider). Managed client relationships and maximized client support by employing multiple international support team platforms and collaborating with clients across many industries to provide support on Windows, Linux / Unix Operating Systems.

•Build customer relationships as the voice of the customer

•Facilitated weekly, monthly and quarterly business meetings with clients

•Managed customer migrations into the data centers for their network, servers, storage equipment

•Worked with customer on projects

•Managed SLA’s and KPI’s

•Provide RCA to customers

•Worked with Billing team to manage billing issues

•Handled backups, email, networks, service desk, and mainframe while also coordinating with teams to manage projects to optimize cost savings while maintaining high satisfaction ratings for 16 clients

Verizon Data Services- 2019 – 2022

Lead Specialist, Client Service Manager

Managed multiple clients to develop relationships with several levels of people and teams and worked with international support teams to provide client support. Partnered with clients on billing inquires, product questions, incidents, changes, and problem escalations.

•Work closely with Sales, Support, and technical teams to ensure an exceptional customer experience

•Drive the customer success strategy with all account team members

•Voice of the customer

•Facilitated weekly, monthly and quarterly business meetings with clients

•Worked with internal teams and clients through the onboarding process

•Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of company’s processes

•Manage mid-size to small projects that provided cost savings to clients.

•Managed SLA’s and KPIs and assisted in billing and problem ticket escalation

•Provide RCA to customers

•Develop process for submitting and escalating trouble tickets this resulted in a 10% time saving for the customer to get issued resolved.

•Develop process for transferring toll-free phone numbers in bulk from one carrier to another. This resulted in a 20% savings for the customer.

Education & Professional Development

Bachelor of Business Administration (B.B.A.) Western Illinois University, Macomb, IL

Associate of Arts, (A.A,), Business Management Morton College, Cicero, IL

Training

•LinkedIn Agile Foundations

•LinkedIn Putting ITIL Into Practice: Applying ITIL 3 Foundation Concepts

•LinkedIn ITIL Foundation 4 First Look

•LinkedIn Putting ITIL Into Practice: Applying ITIL 4 Foundation Concepts

•LinkedIn Intro to Service Management with ITIL 4

•LinkedIn Learning ITIL

•LinkedIn Managing Projects with Microsoft 365

•LinkedIn Project Management skills for Leaders

•LinkedIn Agile Project Leadership Course

•LinkedIn Engagement Evaluation Best Practices for Customer Success Management

•LinkedIn Engagement Preparation Best Practices for Customer Success Management

•LinkedIn Business Analysis Foundations: Strategy Analysis

•LinkedIn It Service Management Foundation: Tools

•Delivery Manager Skills, Verizon VEC portal access, International Data Privacy

•Client Service, ServiceNow, Salesforce, Amazon Cloud

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