Manager Customer Service
Resume:
Dear Hiring Manager:
My experience and overall abilities will be an asset to your company. I am seeking a full time opportunity to utilize my skills in project management, software deployments, and relationship management. I enjoy leading and encouraging my teammates, while also utilizing my extraordinary customer service savvy with stakeholders, vendors and executives to create winning strategies for all parties. I have enclosed a resume for your review.
My background reflects strong technical and implementation experience with companies of all sizes and concentrations. I hold the qualities of a great leader but I also believe in the TEAM concept: Together Everyone Achieves More.
I am a strong self-starter with exceptional relationship building skills. As you’ll see in my enclosed resume, I have held several positions on the management team, in addition to several individual contributor project management roles. In these positions, I’ve managed and implemented software/ system enhancements for some of the largest companies in America specializing in Financial Technology, Healthcare, Entertainment, Government, Telecommunications and Cable infrastructure. With my natural ability to connect with people, I’ve perfected my communication skills by being able to speak the language of the business as well as the language of technology in order to create a cohesive machine that has met and exceeded the expectations of my customers. As a mentor, trainer and coach I have a stellar ability to negotiate, persuade and problem solve very efficiently. I am results oriented, self-motivated and a hard worker, with charm and professionalism to match.
I am thankful for the opportunity for a personal interview to discuss the many other assets I have today. I can be reached at any time at 720-***-**** or by email at *****.*****.*@*****.***. Thank you for your time and consideration in advance.
Sincerely,
Billy D. Dixon
Enclosure: Resume
Billy D. Dixon
144 Winding Canyon Drive 720-***-****
Charlotte, North Carolina 28214 *****.*****.*@*****.***
Project Manager
With a passion for managing successful projects, I’ve been recognized throughout my career as being an exceptional leader and strong problem solver. I’ve leveraged an in-depth knowledge of telecommunication, technology and customer service with a successful track record that has significantly increased revenues and operational efficiencies. I am an articulate oral and written communicator with solid project management and process improvement skills. I am well prepared to handle and solve a multitude of complex problems while building client loyalty. Select qualifications encompass the following:
ITSM framework Hardware/Software Troubleshooting
Relationship Management IT Project Management
Software Implementation SDLC, Agile, and Waterfall Method
Third Party Contract Negotiations CISCO/ HTML
Strategic Business Planning FCC Regulations
IOS/ Android Platforms Technical Support
Professional Work Experience
TekSystems (Bank of America. Contractor) Charlotte, NC 12/2020 – Present
Production Technical Support Analyst III
Outstanding client and trading floor production technical support delivering personalized corporate mobility resolution. Analyzed corporate mobility activation and repair process for global employee population relating to equipment problems and upgrades. Managed the process that facilitated resolution by either fixing mobile devices and or computer equipment or escalating to partner unit that provided more advance repairs.
Excellent troubleshooting of Windows OS platforms, Window Office Suite, and mobile devices including iOS, Android and Blackberry.
Experienced trading floor technical analyst with the ability to deliver high level customer experience while meeting teams service level agreements.
Installed new hardware/software and maintain existing hardware, while resolving complex issues as they arise.
Demonstrated process excellence implementation in accordance with enterprise standards and tollgates, while maintaining repair metrics reporting.
Noble Concierge Service LLC Global 5/2019 – 12/2019
Independent Contractor (Project Management Consultant)
Responsible for managing and coordinating projects focused on technical services, and software implementations for small business and entrepreneurs. Established and purpose driven leader, who possesses an entrepreneurial mindset, a passion for running businesses, and a desire to excel both strategically and operationally.
●Collaborated with stakeholders, and vendors to implement technology solutions from computer equipment to studio setup.
●Managed the budgets and resources of projects across teams and industries globally, while leading all meetings and delegating tasks appropriately.
●Traveled as necessary to maintain relationships of vendors, partners, and associate training to support business growth.
Asurion Huntersville, NC 3/2017 – 4/2019
Cellphone Repair Technician Lead
The face of Asurion’s in-store operations team delivering award-winning personalized customer resolution experience. By resolving customer issues relating to equipment problems by fixing smart phones, tablets and other consumer electronics by determining the most effective repair method.
Engaged with and reassure customers to deliver outstanding customer service.
Met or exceed key performance objectives including service and repair metrics.
Performed various inventory tasks such as counting and monitoring inventory levels.
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AmerisourceBergen (Lash Group) Charlotte, NC 9/2016 -2/2017
Reimbursement Project Coordinator
Ensured extraordinary patient care by assuring all insurance documentation is present and accurate from providers to payers. Created technology training processes that allowed productivity to increase 45%.
●Created and analyzed executive level reports, and communicated any reimbursement trends or delays to patients and providers.
●Managed project utilizing the SLDC process that enhanced all electronic claims to process the claims in a timely manner as required by all third party payers.
●Coached, mentored and increased associate knowledge of our program capabilities to ensure quality improvements over the last quarter.
Time Warner Cable Charlotte, NC 10/2014 -9/2016
Signature Home Representative tier 3 / Team Mentor
Provided customer assistance and innovative solutions to complex issues for clients calling for technical and billing assistance. Thoroughly assess client complaints or issues before recommending solutions.
●Assisted in resolving all complex problems and escalated issues using technology and managing resources regarding products and services.
●Coordinated with telecom services department and provide IT solutions according to business needs.
●Offered open and supportive communication to team, offering leadership and guidance within the team SharePoint page.
●Increased customer services for up to 15% of all calls as a result of offering billing evaluations and recommending new services to meet their individual needs.
Sprint Charlotte, NC 10/2012 - 09/2014
National Sales Support Supervisor
Oversaw Customer Service support in high volume 24-hour Call Center as part of a diverse and multi-cultural support team. Continuously focused on call center performance and ensured policies and procedures were met
●Assisted and maintained partnerships with dealers on a national level while creating and opening new accounts.
●Troubleshot issues that may cause a delay in customer service or revenue generating events.
●Increased work productivity of the team by utilizing coaching and relationship building strategies.
●Worked closely with team management and members to continue to grow professionally.
Netflix (24-7 In-touch) Greenwood Village, CO 7/2011 - 10/2012
Project Manager / Team Leader
Designed and implemented software for newly created call centers. Facilitated meetings, requirements gathering, testing and training for technical support staff.
●Managed multiple projects including the opening of new call centers, and the implementation of new hardware by working with key stakeholders.
●Ensured project documentation was complete and accurate by mitigating project slippage and budgets.
●Built and fostered relationships with resources that did not report to me yet were critical resources for several projects.
●Completed every project on time and under budget by creating accurate project plans and managing all expenses strategically.
Apple Denver, CO 11/2010 - 7/2011
Apple Tier 1 Advisor
Collaborated with interdepartmental management to plan and prepare specific business plans and interfaced with project teams and hosted technical sessions to ensure project deliverable were met.
●Utilized "P.A.I.R." troubleshooting method: based on asking Probing questions to ascertain the reason for the users call and the nature of the problem.
●Recognized and adjusted communication and interaction approaches to accommodate all levels of customer' experience, without compromising quality or the ability to provide support within a reasonable time frame.
EDUCATION
Colorado Technical University 2009-2010 Major: Business Marketing and Management
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