Customer Service Relations Manager
Resume:
DON SHIELDS
Orange, CA
*************@*****.***
linkedin.com/in/donjshields
PROFESSIONAL SUMMARY
Accomplished technical support lead with more than 20 years of versatile experience in leveraging leadership, problem-solving, and project management skills to oversee cross-functional teams’ performance and ensure a positive customer service experience. Proven track record of success in utilizing organizational and management capabilities to successfully handle training as well as coaching with the goal of increasing productivity and implementing growth. Effective communicator with an in-depth understanding of sales and marketing, efficient in quickly mastering new and emerging technologies to ensure customer satisfaction at all levels of the respective organization. Displayed technical proficiency and expertise in providing Help Desk support to thousands of users, while successfully working with Oracle Service Cloud, and Salesforce. Demonstrated the ability to prioritize, multitask, and thrive in a fast-paced, deadline-driven environment, simultaneously adapting to fluctuating workloads. Critical thinker with excellent interpersonal skills and a professional outlook, experienced in building long-term client relationships. With a strong sense of creativity, customer service, and project management, eager to master new challenges and contribute to the overall growth of the industry.
CORE COMPETENCIES
Leadership skills
Relationship building
Troubleshooting
Relationship management
Project management
Commercial awareness
Detail-oriented
Problem-solving
PC software
Oracle Service Cloud
Customer service
Communication skills
Coaching, training
Sales and marketing
Organizational skills
CAREER HIGHLIGHTS
Assumed accountability for new product introduction, as well as sales, marketing, and engineering processes
Responsible for creating technical guides and ensuring productive collaboration with diverse groups of people
Promoted from level three to professional tool technical support by demonstrating extensive leadership capabilities, and a strong initiative for problem-solving
In charge of investigating, analyzing, and resolving complex support issues and escalations for Western Digital’s indirect business clientele
Facilitated help desk, escalation management, and technical support activities for products and hard drives utilized by customers working with Western Digital’s sales/FAE teams
Provided valuable product recommendations based on the use environment
Productively collaborated with customers to record and evaluate case metrics as well as to measure efficiency
In charge of delivering technical training and information for new internal drive products as well as changes
Assisted customer relations manager in processing all escalated cases, resulting in possible refunds, credits, and product replacements
Accountable for providing technical support and overseeing the performance of cross-functional teams to ensure efficiency, implement growth, and provide exceptional customer service
Tracked and analyzed individual and team performance, while acknowledging accomplishments and developing performance plans to strategize for continuous productivity growth
Provided formal and impromptu one-on-one training, as well as coaching of small and large groups at all levels, while co-teaching customer satisfaction modules to new hires
Responded to inbound phone calls from customers seeking technical and non-technical assistance associated with the full range of WD’s product set
Authored procedures and reference documentation as instructed, while utilizing the CMS system to monitor call volume and motivate the technical team in improving performance and accomplishing high-quality results
Assumed responsibility for resolution of escalations, while functioning as a supervisor when a scheduled supervisor was absent or unavailable
Assisted various teams with installation, configuration, and troubleshooting of new and obsolete products on a pay per call incident
PROFESSIONAL EXPERIENCE
Professional 2/Technical Support Level 3 2018 – Present
Level 3 Support/Technical Support Lead 2004 – 2018
Western Digital Corporation Irvine, CA
Technical Support Supervisor 2002 – 2004
Western Digital Corporation Irvine, CA
Technical Support Lead 2001 – 2002
Western Digital Corporation Irvine, CA
Technical Support Specialist Level IV/Premiere Support 1994 – 2001
Western Digital Corporation Irvine, CA
EDUCATION AND CERTIFICATION
Certificate of Completion, Advanced Web Page Development Using HTML 2000
R.O.P., Orange Unified School District
Certificate of Completion, Computer Operations 1988
Computer Learning Center
Associates Degree, Business Management, Information Systems TBD
Fullerton College, Fullerton, CA
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