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Customer Service Manager

Location:
Madison, MS
Salary:
60000
Posted:
January 04, 2020

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Resume:

Pete D. Gunnoe

*** ****** *****, *******, **

228-***-**** ada7lf@r.postjobfree.com

Technology Program & Product Manager and Business Analyst

Development & Support/Consulting/Training / Strategic Growth / Leadership

Results-driven Technical Manager combining extensive experience in Relationship Management, software applications development & support, programming, database design & development, communications, customer service, Project/Product management, and sales operations to deliver multi-million dollar sales revenue. Proven track record of developing top-performing employees using strong on-boarding programs tailored to changing market conditions and organizational needs. Accomplished in taking technology organizations, departments, branches, marketing programs, and regions from concept to launch for start-up and Fortune 500 & government organizations in Law Enforcement, Motor vehicle registration, Telecommunications, Retail, e-commerce, Manufacturing, and Healthcare. Analytical professional skilled in successfully navigating corporations through periods of accelerated growth/restructuring. Skilled communicator continually focused on strengthening business line service, developing technical staff and championing synergy across departments.

Areas of Expertise

Inbound/Outbound/Chat/Remote

Strategic Systems Development

Recruiting & On-boarding

Strategic Marketing & Prospecting

Stakeholder & Customer Relations

Current Security Clearance

P&L Oversight & Budget Management

Government & Private Sector Applications Development & Support

Impact Assessment & Service Planning

Hands-on Technology manager

C-Level Relationship Management

Key Accomplishments

Contributed to sales growth by over 30% by assuming full responsibility for Sales scheduling in the off season requiring a reduction in headcount at Service Experts HVAC.

Stretched resources across the annual budget by overseeing labor, operations, maintenance, and IT to ensure revenue gains and minimal costs while reducing headcount 10% in #24 Months at International Billing.

Resolved organizational problems and eliminated reputation for late deployment, questionable reliability, and failed product enhancements by leading a team of 160 engineers and consultants in a restructuring at Sterling Commerce.

Increased individual effectiveness by 400%, enabling team to manage twice the customer load without increase in staff. Improved customer retention from 60% to 93% at Sterling Commerce.

Established high-volume, high-speed communications with each customer while directing 200+ information systems, helpdesk, factory/manufacturing operations, and computer operations at International Billing Systems.

Served in department of defense technology “Think TanK”

Designed and implemented State of Louisiana Motor Vehicle Registration and Criminal Justice System

Designed, implemented and supported fully integrated back office systems for Travel Nurse solutions US Operations

Professional Experience

Prime (Leido Contract Agent), Clinton, MS

Leidos Agent 1/2019 – Present

Technical Support Agent (contract through PRIME) initially assigned to support Leidos corporate staff world-wide, upon completion of clearance through ATF, re- assigned to provide technology support to the Department of Justice and US Marshal Service. Supporting Desktops, Laptops, iPhones and iPads.All Microsot Office software and broad variety of applications, databases and Law Enforcement systems worldwide.

Adecca Madison, MS

Customer Service Agent, 8/2018 – 1/2019

Contract assignment Humana Medicare consultant, Ranked/scored as Top Agent based upon quality evaluations and customer rankings.

YOH Services, Jackson, MS

Customer Service Coordinator, 1/2018 – 4/2018

Contract assignment with TRANE as Customer Service Coordinator

Service Experts HVAC, Jackson, MS

DISPATCHER / Customer Service Representative, 11/2012 - 1/2018

Serve in a multi-functional external and internal role, handling clients (customer service, problem resolution) and dispatching service technicians across Mississippi, Alabama and Louisiana servicing residential and commercial clients.

Define technical project plans and roadmaps to achieving goals using accurate job assessments for scheduling installations, handling blueprints, and mobilizing teams on steps required.

Stretched resources for efficiency by routing/scheduling the technicians according to location to minimize commute time, resulting in maximum workflow, minimal hours, and amplified positioning for profit.

Increased performance by setting targets and managing priorities for a team of 20+ on installations and timelines, resulting in organizational alignment of workflow activities.

The SHAK BBQ Restaurants, Oxford, MS

Manager Restaurant Operations,1/2010 – 11/2012

Achieved initiatives in building a team to launch a new restaurant chain. Scope included recruiting, hiring, motivating and managing all staff, setting prices, scheduling catering and private parties, managing vendor relations, and ordering supplies.

Enhanced employee integration by mentoring and training staff to develop the necessary success skills to deliver quality service in a fast paced, team environment that services up to #? clients per shift.

Improved results by leveraging an expertise in hiring, vendor management, and inventory budget controls to drive sales and stretch resources.

Actively participated in operations to uphold a fresh knowledge of evolving client needs and changing staff expectations while working on the ground with staff to improve service quality and strategy.

Travel Nurse Solutions LLC, Birmingham, AL

Director, 6/2006 – 12/2009

Following the acquisition from bankrupt healthcare corporation, steered operations to become the nation’s largest Rapid Response Nurse Staffing Agency with more than 1,000 Nurses working in all 50 states. Responsibilities include management of a weekly payroll for more than 1,000 contract nurses working throughout the US, all client billing, and Accounts Payable, manage vendor relations, Travel & Housing for all traveling staff and Human Resources as required.

Eliminated literally hundreds of outstanding payroll and employee issues, established error free operation.

Improved employee integration by establishing policies, standards, and procedures, as well as, performance metrics to guide employees.

Maintained low costs by negotiating national housing agreements with numerous major property management organizations.

Cingular Wireless, Ocean Springs, MS

Manager Short Term Disability/Customer Service Mgr, 2003 – 2006

Strengthened operations by steering service center operations to achieve results by guiding 50+ employees across four call centers in handling leave and disability claims processing for 5000+ employees. Attained KPIs and growth objectives while ensuring quality service in a high volume service capacity. Full P&L responsibility over site policies, SOWs, procedures, operating structure, and maintenance for the facilities.

Coordinated with insurance carriers, payroll, scheduling and return to work status.

Surpassed objectives in service by quickly resolving customer questions, complaints, and billing inquiries.

Reduced risk exposure by analyzing Service Center financial activity and evaluating trends in order to monitor deviations from targets and proactively implement process improvements.

Named top performer for 9 consecutive months, and name employee of the month based quantitative performance ranking over 1000 other center CSRs, leading to a promotion to Mgr. Short term disability.

Travel Nurse Solutions Inc., Contract Business Consultant 8/2002-6/2003

Contract applications software development

Sterling Commerce Managed Systems Division (aka Xcellenet, Inc.), Atlanta, GA 7/1998-8/2002

$50 million worldwide provider of industry-leading remote systems management software and services for mobile devices – laptops, handhelds and smart phones – and remote systems – kiosks and point-of-sale devices. Technical staff of 120 professionals as well as numerous 3rd party development teams

Vice President Global Customer Operations and Technical Operations –

Responsibility for management of customer support call center/helpdesk/ service/training, product R&D, software development, quality assurance, program management, technical documentation, and full P&L responsibility for management of consulting practice. Managed American and European development/support teams, call centers and multiple remote third-party development teams. Technology focused on IP, synchronous, wireless and satellite communications and Internet/web-based technologies. Development environment includes client/server, MS Windows, SQL & Access DB, MS .NET, NT, UNIX, Linux, Ultrix.

Redefined customer support organization, requiring support engineers to possess technical degree and MCSE. Increased individual effectiveness by 400%, enabling team to manage twice the customer load without increase in staff. Improved customer retention from 60% to 93%.

Selected 3rd-party technology vendors and development services, negotiated contracts and managed outsourced projects.

initiated predictable development schedule and reengineered QA standards, implemented CMM measurement, reducing backlog of product bugs.

Enhanced customer and employee confidence in product reliability. Led Technical Documentation Team that won 16 national and 7 international awards.

Sales/support team recognized as “The best technical support organization in the software industry.”

Reorganized and enhanced consulting department, doubling annual revenue in first year designing, implementing and managing retail and sales force automation systems.

Sterling Commerce (Communications Software Group), Dallas, TX 1/1997-7/1998

$600 million international organization providing B2B products for high-speed communications, high volume, secure data transfer and storage. Technical staff of 130 professionals.

Director Software Product Development –

Recruited to resolve organizational problems and eliminate reputation for late deployment, questionable reliability and failed product enhancements. Managed software product development initiatives, directing 3 development departments for IBM mainframe, mid-range (AS/400, VAX/UNIX) and desktop systems using C++, JAVA, ACL, COBOL and RPG development languages. Oversaw product quality assurance and technical documentation. Managed 150 staff members with direct budget responsibility.

Restructured development processes, upgraded QA procedures, initiated CMM measurement and redefined responsibilities.

Managed technical teams through product development cycles, releasing products on time, within

budget constraints and achieving all product specifications.

Improved customer satisfaction while boosting employee morale and accountability.

Reestablished customer and sales team confidence in product and technical team.

Redefined Product Management to more effectively fulfill the role of this function.

Additional History

Travel Nurse Solutions Inc., Contract Business Consultant

International Billing Systems, VP of Information Systems & Factory Manufacturering Systems

VoiceSoft, VP Product Development & Support, Customer Education, Consulting, and Human Resources

Execucom Systems (Financial Modeling systems), VP Global Technical Operations

Education

Bachelor of Science in Computer Science and Mathematics

University of Southern Mississippi, Hattiesburg, MS



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