Customer Service Manager

My goal is to obtain a position that utilizes my skills and experience to their full potential. I am looking for a challenge and a leadership position that requires quick thinking and strategic planning. I would like to manage and nurture a team of qualified individuals. If they are not available I will hire, and train them. I strongly desire to build efficiency and effectiveness around a solid foundation of customer satisfaction.

Professional History:

Louisville Geek – Louisville, KY

Service Desk Manager, Change Manager, Process Development and Implementation. October 2016 – Present

CRM management and redesign providing metrics reflecting customer satisfaction, categorizing incidents, and creating workflow rules based on ITIL best practices to improve overall department performance.

Recommending and implementing a knowledge base solution to store data securely in the cloud using a third-party company.

Managing a team of tier 1 and 2 technicians, overseeing escalation of incidents, and ensuring outstanding customer service.

Designing interactive dashboards with metrics to assist staff in assessing their own performance.

Designing solutions based on client requirements, with a special focus on specific client needs relative to their particular line of work.

Working directly with Project Manager on Event and Change Management.

Working directly with clients from small business to enterprise level to provide maximum uptime with a proactive approach.

Training staff on policies, procedures, and best practices, including ticket quality, follow through, and improvement of client communication.

Kramer Consulting Inc. – Louisville, KY

Service Desk Manager, April 2015-October 2016

Managing the Service desk and Dispatch teams’ performances.

Gathering metrics from surveys and following up with clients to ensure client satisfaction.

Designing work flow rules in ConnectWise to automate tasks for better efficiency.

Defining job responsibilities for staff and creating daily task lists to assist with accountability.

Arranging weekly meetings to discuss improvements and focus efforts in a positive manner.

As a growing company, I am designing work roles, processes, and expectations to meet the business needs of the clients.

Designing work environment based on ITIL practices.

Supporting multiple businesses with varying network infrastructures, including several large businesses with over 100 users.

Marsh & McLennan Companies – Louisville, KY

Service Desk Analyst, May 2013-April 2015

Provided first level support to colleagues via chat and calls.

Diagnosed, troubleshot, and resolved both software and hardware issues.

Gathered appropriate documentation for routing and escalation of issues to tier 2 support.

Provided exceptional customer service, such as ownership, following up, and acting with urgency. Had 99.9% satisfaction rate on customer surveys and had highest survey response rate for Service Desk worldwide.

Strategic Marketing Inc. - Louisville, KY

Data Analyst, March 2011-May 2013

Data cleansing, organized and maintained up-to-date databases.

Job responsibilities also included installation of windows systems, troubleshooting, and liaising with account coordinators to produce faultless, targeted data.

Trugreen - Louisville, KY (seasonal)

Lawn Care Customer Service Specialist, May 2010-December 2010

Ensured customers receive the appropriate care and treatment of their lawns. Inventory of specialized chemicals.

HandyCars - Cheshire, England

Dispatch Operator, January 2000-July 2009

Processed call requests and organized trips in a timely manner to ensure excellent customer service delivery.

Managed employees and efficiently allocated business requests using my geographical knowledge and time management skills.

Education:

Sullivan University - Associate of Computer Science and Technology, Louisville, Kentucky (in progress)

High School - Wallasey School, United Kingdom

Certifications:

Google Digital Sales, Google Adwords, Six Sigma Green Belt, Design for Six Sigma (DFFS), MCP, ITIL V3 Foundations, A+, Network+, and Security+.

Software:

Proficient in MS Office Suite/Office 365, CA Service Desk, ConnectWise, LabTech, ScreenConnect, ITGlue, BrightGauge. Working knowledge of Windows Server 2008/2012, Barracuda Backups, Web Filters, Spam Filters, AllWorx and Cisco phone systems.

Employment Strengths:

Highly motivated with a strong background in customer service with diverse clientele

Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues

Able to quickly learn and master new technology; equally successful in both team and self-directed settings; proficient in a range of computer software and tools

Excellent self-management skills with attention to detail and efficiency

Empathic listener and persuasive speaker

Excellent written and verbal communication skills

Excellent presentation and negotiation skills

Understanding of and interest in the ITIL structure and Six Sigma

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