Manager Customer Service
Resume:
Antonio D. Clarke
Lawrenceville, GA. 30045
M. 727-***-****
Email: ********@*****.***
“Antonio, MCI WorldCom’s goal is not to hire someone to manage agents, but to lead by managing metrics and leading successful teams of Customer Support agents. MCI WorldCom believes in hiring talented individuals which the company will provide the opportunity for them to learn the tools to become experienced and highly proficient Customer Support agents, capable of handling Technical Support concerns Life Cycles.”
--Brian, Customer Support Manager, MCI WorldCom.
It has been the acceptance and practice in what Brian shared with me so many years ago that has led to my continued and successful career as a Support Supervisor/Manager, supporting front line agents as a Customer Support Supervisor, IT Help Desk Manager, Provision Specialist and Project Manager for companies such as MCI WorldCom Wireless, E*Trade Financial and Bright House Networks.
EXPERTISE and CORE COMPETENCIES
Database Skills
SharePoint, MSACCESS, MSWORK, Oracle
Operating System Skills
Client Server, LAN (local area network), WAN (wide area network), Windows, Windows 10, Apple platforms and related applications.
Other Skills
AD, LDAP, Avaya; Net Promoter (NPS), SLA Management; Networking TCP/IP; IVR Management; ITIL and ITSM best practices; managing key performance indicators (KPI);human resource processes; ability to meet deadlines, and managing attrition
Software Skills
Java Environment
Witness, Visual Basic, Calabrio
RTA (Real Time Adherence), Verint, CMS (Contact Management System)
Workday
Remedy Ticketing System
HTML
NICE
Service Now
BMC
Remedy Salesforce
EMPLOYMENT HISTORY
9/2017 – 11/2019 Service Desk Manager
E*Trade Financial – Atlanta, GA
Manage Service Desk which is responsible for First Level support for internal E*Trade users:
Oversee service desk analysts
Monitor metrics to ensure KPIs are met (FCR, AHT, ATT)
Improve processes and focus efforts to improve the quality of service
Work as a Liaison between to ensure a smooth flow of information
Build relationships and respond to escalated concerns
Manage the hiring process; identify important characteristics for selecting and maintaining valuable employees and FTE budget
Prescribe actions to improve employee performance
Increased SLA from 35% to 85% in the first 6 months
Establish performance goals and accountability measures for Service Desk team
Increase analyst retention by improving employee engagement
Determine staffing needs based on individual performance and overall productivity
Altered business model in order to increase efficiency and revenue
9/2016 – 9/2017 Service Desk Manager
Intelliteach – Atlanta, GA
Manage Service Desk which was responsible for First Level support from Law firms within and outside of the U.S. Daily responsibilities include but are not limited to:
Oversee 122 service desk analysts (some remotely) and 2 Managers and 5 Leads
Monitor metrics to ensure KPIs are met (FCR, AHT, ATT)
Improve processes and focus efforts to improve the quality of service
Work as a Liaison between Client Account Managers and Service Desk Managers to ensure a smooth flow of information
Build client relationships and respond to client concerns
Manage the hiring process; identify important characteristics for selecting and maintaining valuable employees
Prescribe actions to improve employee performance
Increased SLA from 70% to 90% in the first 6 months
Establish performance goals and accountability measures for leadership team
Increase analyst retention by improving employee engagement
Determine staffing needs based on individual performance and overall productivity
Altered business model in order to increase efficiency and revenue
Drive process improvements and growth
Create positive work environment
7/2014 – 7/2016 Technical Support Manager
Birch Communications – Atlanta, GA
Managing multiple sites remotely for Tier I agents who are responsible for answering incoming calls to resolve business customers Phone and High Speed related issues. Daily responsibilities include managing Service Level Agreements and coaching agents to success.
Manage a team of 15-20 Tier 1/Tier 2 agents as well as Team Leads who provided Customer Support for Voice and High Speed business customers
Manage remote sites in multiple states and employees from those locations
Listen, Evaluate and provide feedback based on monitored calls
Manage Service Level Agreements for Trouble Tickets and Average Handle Time
Agent Development
Hiring Manager
Tracking critical metrics to improve overall productivity
Identify problems and work toward finding a resolution to prevent in the future
Lead and conduct meetings with support staff and leadership
Conduct reviews for support staff and team leads
11/2013 – 7/2014 Team Manager
Convergys – Tampa, Florida
Manage a Team of Inbound Call Center agents responsible for providing Outstanding Customer Service for the assigned client. Daily responsibilities include coaching agents regarding new policies as well as Quality monitor reviews and maintaining Service Level Agreements.
Supervise a team of 15-22 agents who provide Customer Service and billing support
Conduct daily coaching and provide timely feedback for success
Agent development
Hiring Manager
Bi-weekly payroll
Manage Key Performance Metrics
10/2006 – 8/2013 Customer Support Supervisor
Bright House Networks – St Petersburg, Florida
Managed a Call Center’s day to day operations using Contact Management System; real time adherence, and witness monitor for a Telecommunications Technical Support staff for Residential services. Other responsibilities included Project Management tasks, Creating Process Improvement for analyzing, identifying and correcting commonly known issues surrounding internet connectivity, Providing Stellar Customer Service and Support, Upgrading, Retention Techniques, Team Calibrations and Improving Net Promoter Scores.
Supervise a team of 15-22Tier 1/Tier2 agents (some remotely) ensuring that the team had the necessary tools, resources and knowledge to perform duties
Responsible for conducting daily one-on-one coaching
Providing timely feedback to ensure the highest quality of Customer Service
Responsible for maintaining current knowledge of company products and services
Provided statistics data to agents to assist in completing their day to day function
As a hiring manager, reviewed resumes, phone interviews and face to face interviews
Proficient use of Contact Management System, Avaya, Automatic Data Processing, Real Time Adherence, SharePoint
Manage Key Performance Indicators
SME (Subject Matter Expert)
Bi-weekly payroll for reporting agents
Developing high performance agents with regards to stellar quality customer service and sales strategies.
EDUCATION and CERTIFICATION
St. Petersburg College
Business Management& InformationTechnology Management
Clearwater, FL 8/1993-5/1994 incomplete
Countryside High School
General Diploma Clearwater, FL 06/1993
SPECIALIZED EDUCATION AND TRAINING
Fundamental of Call Center Workflow and Processes
Time Management
Professionalism, Customer Service Call Center Environment
Call Center Culture
The Culture of Yes
Developing a Successful Team and Coaching to Success
Leadership Development
Working under Pressure
Identifying Personalities
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