Customer Service Support

Efrain K.Cannon

******.*********@*****.*** • Ypsilanti, MI 48197 • 734-***-****

Customer Service Director Profile

An experienced goal-driven professional with extensive history administering end-to-end customer support functions to solve customer problems and ensure retention. Proven success while fostering and fortifying productive business relationships by leveraging exceptional communication and interpersonal skills. Instrumental in training and coaching personnel on Standard Operating Processes, new process development, and industry best practices.

•Customer Support

•Technical Troubleshooting

•Data/Situation Analysis

•Problem Solving

•Training & Leadership

•Relationship Management

•Process Improvements

•Framework Development

•Articulate Communication

Career Experience

Client Delivery Executive, Guardian Alarm, Southfield Michigan 2020 –

The Client Delivery Executive will partner with the Commercial Sales Team and the Sales Engineers to ensure that customer expectations are met along with the proper operating procedures that Guardian Alarm can support, are designed. The CDE will lead the incident management team on any incidents or issues that involve the virtual guardian monitoring team - ARC.

Customer Support Manager, HP -America Customer Service, Michigan & NE Ohio 2017 to 2019

Spearhead end-to-end customer support functions, while identifying issues and devising effective solutions for complex business problems for critical customer accounts. Train, educate, and lead cross-functional teams on SOPs and best practices for development of new customer-oversight plans. Drive multifaceted initiatives with business development teams by providing expertise and guidance, as well as regularly liaising with external clients as company representative.

Conducted in-depth analyses of data/situations for evaluation of factors affecting complex problems to ensure appropriate remediation.

Designated SME on process improvement and development/implementation of new policies.

Defined base framework for achievement and surpassing of corporate objectives by leveraging effective judgment calls with respect to policies and practices.

Regional Service Manager, Samsung – Printers, Mid-west USA – Michigan 2014 to 2017

Supervised customer service endeavors by heading client-facing team providing robust solutions to complex print/technological problems. Coached and counseled all channel partners on administrative responsibilities. Led full-scope creation and development of company business equipment.

Recognized as “Top Performer - Regional Manager” due to exceptional customer satisfaction results.

Sales Agent – Colonial Life / AIL Agencies - Farmington Hills, Mi 2012 – 2014

Sales of Personal and Business Insurance policies that met individual family needs, these policies met the Michigan Department of Licensing and Regulations requirement and financial and insurance regulations. I provided a personal touch for family and business insurance product that allowed be to be one of the Fast Start performer- in the Michigan District Sale area.

Field Manager, Customer Service, Xerox Corporation–Southfield, MI 1990 to 2012

Provided exceptional support to the field service technical teams, while being designated as senior liaison for color printing products and technology services. Oversaw and trained, cross-functional efforts to augment business processes, and improvement of current processes to generate efficiency enhancements.

Won Peek Performance Awards (Presidents Club, Par Club) for 7 years.

Instituted skill development for technical employees as designated team to for company’s technical service teams and Dealer Channel.

Additional Experience as, Southfield, MI Senior Customer Service Engineer Specialist Customer Service Engineer/ District Trainer at Customer Service

Education

Bachelor of Science in Business and Management

Concentration in Management, Critical Thinking, Time Management and minor in Business Affairs

University of Phoenix

Professional Training

Lean Six Sigma training – Green Belt Certification

State of Michigan – Department of Licensing – Accident and Health, Life

HP Training: Tech U (participant) Multiple continuous certification training (employee development)

Product Training - Samsung – Xerox

Xerox Corporation: New Management Training - Leesburg VA

P-11 Training – Instructional Methods – Tech Training certified

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