Manager Customer Care

Cassandra “Sandy” Webster Cole

**** ***** ***** *****, *******, GA 30041 (H) 770-***-****, (C) 678-***-**** addyzs@r.postjobfree.com Executive Overview:

Flexible, experienced IT/Telecommunications Professional offering 18 plus years’ experience in Help Desk Support, Project/Account Management, and Services Delivery Management. Highly-motivated and results-driven with extensive experience, successful planning, executing, and communication skills. Detailed-oriented, dependable and responsible professional with expertise in facilities provisioning, project management, billing/invoice management and reconciliation, customer service, technical support, problem solving and process improvement.

Professional Experience:

Travel Incorporated, Duluth GA, 2015 to present

Desktop Support Technician, January 2015 to present

• Providing direct Help Desk support to 3 remote offices; Georgia, Florida, Greenville, and our in-house teleworking consultants

• Providing direct Help Desk support to include Travelport Global Distribution System (GDS) for laptop and desktop users

• Ensured client satisfaction and retention through ongoing interactions and communications Travelport Global Distribution System (GDS), January 2015 to present

• Managed internal infrastructure projects related to the build out, implementation, and deactivations of multiple Travelport GDS PCC (Pseudo City Code)/SIDs

• Managing the migration of Passenger Name Records (PNRs) and Profiles to or from our Travelport GDS PCC (Pseudo City Code)/SIDs

• Auditing of all Travel Incorporated Travelport GDS PCC/SIDs for accuracy Business Continuity Planning, January 2015 to present

• Updating Business Continuity Planning documents identifying all Travel Incorporated Company Divisions

• Replacing version changes and entries for all Business Continuity Planning documents

• Testing of Business Continuity Plans

United States Advanced Network (USAN), Norcross, GA, 2001 to 2014 Operations IT Service Delivery Manager, September 2013 to October 2014

• Developed service delivery processes and managed the associated technical resources to deliver exceptional support services

• Created and managed internal infrastructure projects related to node and site improvements

• Negotiated and implemented Customer Support SLA’s and ensured ongoing compliance Operations Support Project Manager, September 2003 to September 2013

• Coordinated teams of Developers and Engineers to implement Operational Change Control Requests

• Developed RFQ (Request for Quote) responses and managed the associated projects through delivery

• Developed and delivered project technical specifications, associated drawings and project plans Network Planning and Provisioning, Senior Business Analyst, July 2002 to September 2003

• Developed and maintained disaster recovery provisioning databases and carrier relations information

• Managed circuit installation, test and turn-ups between carriers and support nodes Senior Business Analyst, July 2001 to July 2002

• Managed internal workload management among departments to improve efficiencies

• Identified and led process improvement initiatives related to inbound customer service and support

• Revised internal delivery processes to ensure a timely dissemination of performance information across the organization

ThinKnowledge Networks, Kennesaw, GA, 2000 to 2001 Director of Customer Operations, December 2000 to July 2001

• Upgraded and enhanced the previously implemented tools and processes to ensure an ongoing commitment to outstanding customer service throughout the Customer Support

• Championed the move to incorporate the Baldrige Quality Standards and ensured an ongoing commitment to process improvement

Customer Support Manager, August 2000 to December 2000

• Created and managed the company’s initial Customer Support and Technical Services Center

• Negotiated company-wide internal support SLA’s and managed the technical support team to ensure ongoing compliance

Support Technologies Inc, Atlanta, GA, 1996 to 2000 Customer Care Manager, March 2000 to August 2000

• Ensured client satisfaction and retention through ongoing interactions and communications

• Designed and implemented the Customer Care database, managed the departmental budget and reporting Help Desk Manager, January 1997 to March 2000

• Led a team of 50 Help Desk professionals to deliver a high level of technical support in the 24x7 environment

• Created staffing policies, procedures and SLAs and managed the on-going delivery of support services

• Developed the Help Desk knowledge base, implemented and oversaw ongoing updates and reporting Team Leader, August 1996 to December 1996

• Supervised the outsourced Help Desk supporting multiple, nationwide sites and 2,000 plus users

• Ensured all Help Desk professionals consistently utilized Standard Operating Procedures and met negotiated SLA’s

• Trained staff on the McAfee Help Desk software, internal process and in the honing of trouble-shooting skills Certified Help Desk Professional, April 1996 to August 1996

• Provided direct Help Desk support in an environment including AS/400 terminals, laptops, desktops and associate software package

United Parcel Service, Atlanta, GA, 1994 to 1996

Help Desk Technician

• Provided direct Help Desk support to 14 remote offices across Georgia Fisher Restaurant Systems, Atlanta, GA, 1992 to 1994 Account Manager / Help Desk Support

• Managed the rollout of 850 point of sale restaurant systems across the state of Florida

• Assisted the programming staff with system enhancements and customizations Education

Old Dominion University, 1979 to 1982

Concentration in Nursing

Technical Qualifications

• Customer Care Manager

• Service Delivery Manager

• Project Manager

• CHDD – Certified Help Desk Director

• CHDM – Certified Help Desk Manager

• CHDP- Certified Help Desk Professional

• McAfee and Remedy Help Desk Software, Windows 2000, Microsoft Office, Microsoft Outlook, Citrix, Crystal Reports, SQL

• Solid working knowledge of Microsoft NT Workstation 4.0, Microsoft Windows 3.1

• Web editing using Netscape Communicator 4.05

• Advanced User knowledge of PeopleSoft Financials package

• Excellent communication and problem resolution skills

• Detail oriented with excellent work ethic

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