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Manager Customer Service

Location:
Lawrenceville, Georgia, United States
Posted:
November 10, 2019

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Resume:

Antonio D. Clarke

*** ********* **** ***

Lawrenceville, GA. 30045

M. 727-***-****

Email: adas0x@r.postjobfree.com

“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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