Customer Service Call Center

Robin L. Warwick

Contact Information:

Home: 302-***-****

Mobile: 302-***-****

**********@*******.***

Permanent Address:

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

Millsboro, DE 19966

Professional Profile

Ambitious Personnel and Service Manager with over 15 years' experience in IT Service Delivery and Customer Service Call Center management. Technical leadership experience in Managed Telecommunications with a proven history of developing high performance teams and securing Customer confidence. Proven ability to effectively develop & motivate staff, meet SLAs, and minimize attrition through strong leadership, the use of operational metrics and process improvement techniques. Employment Experience

April 4, 2018-Current 2021

Custom Interiors, Brian Foraker & Sons

Landenberg, PA

Office Manager-Accounting (Part time)

• Manage administrative & financial aspects of a 30-year-old successful Home Improvement Company. Successfully “legitimized” financials with the use of QuickBooks and began a social profile for the business. This position incorporates accounting functions such as AP, weekly payroll, vendor payments, and P & L reporting with Human Resources based activity such as employee records, attendance, and staff guidance or consultation.

• Complete State & County functions such as obtaining building permits and scheduling inspections,

• Manage vehicle registrations and Federal motorcoach licensing October 2016 -January 2018

Computer Sciences Corporation

New London, PA

Global Operations Manager-Telecommunications, Collaboration Suite, Unified Communications Global responsibility for teams & services supporting hosted Unified Communications, Legacy and IP PBX telephony, Voice Mail, Call Detail Reporting Systems and ACD Support as managed services to corporate clients. Govern the global operation of managed services SLA’s including the measurement and reporting of client satisfaction metrics. Primary responsibility for operational process materials from proactive to scheduled maintenance, change management guidelines, repair procedures, and root cause analysis. Accountable for oversight of Telecommunication related projects.

• Leadership Responsibility of Global Engineering staff

• Manage Escalated service restorations

• Authorize new client bid/service proposals

Accomplishments:

• Reduced per port cost of managed support significantly from 4.00 to 1.90 across the US and India

• Managed transition of 200 +Global Voice Legacy and IPT services support staff from CSC to AT&T April 1, 2009- October 2016 Computer Sciences Corporation Newark, DE

Sr. Manager Unified Communication Voice Service Center Voice Network services provided to corporate clients that included Legacy and IP PBX, Voice Mail, and ACD Support. Leadership guidance for operations such as preventive maintenance, proactive alert monitoring, device health and diagnostics, and incident management & resolution.

• Develop and maintain service description, operational processes, & client reporting

• Orchestrate knowledge base development and training of staff to improve efficiency

• Coordinate /assign client requested projects for voice implementations, designs, or changes

• Perform administrative staffing actions

• Manage device hardware/ software levels to ensure contractual compliance Accomplishments:

• Established a globally leveraged support team providing levels 1-4 support

• Orchestrated escalated technical support of critical telephony problems September 2007-March

2009

Computer Sciences Corporation

Newark, DE

Sr. Manager Production Engineering Services CE&NR

Network services included Operational delivery of WAN, LAN, PBX, Voice Mail, and ACD Support for large Chemical, Energy and Gas clients.

June 2000- September 2007 Computer Sciences Corporation Newark, DE

Managed Network Services Tower Lead - DuPont

Network Engineering service teams managed included Operational delivery of LAN/WAN, Voice (PBX, Voice Mail, ACD), Firewall, and Invoice Verification service to DuPont. January 1998-June 2000 Corporate Express

Philadelphia, PA

Customer Service Manager Northeast Region

Management of Supervisory staff / leadership of operational aspects of two inbound call centers providing customer service and order support of Corporate Office Supplies and Office Furniture Sales . Education and Qualifications

High School Diploma –Concord High School

Management Skills Certification -Zenger Miller & American Institute of Banking

ITIL Foundation Certification

References and Recommendations

Personal and Professional available upon request

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