JEFFREY THOMAS

Royal Palm Beach, FL ***** 954-***-**** adtja8@r.postjobfree.com

Service Manager

Client Satisfaction Planning & Logistics Quality Assurance Technical Expertise A dedicated, results-driven professional with proven experience leading teams to achieve ambitious customer service goals. Strong analytical, interpersonal, and leadership skills. Adept at communicating with clients and other professionals alike in diverse environments. Punctual, professional, and highly organized. Proficient in hiring and onboarding new customer service agents. Strong focus on providing excellent customer service through active listening, integrity, and prompt follow-up. Core Competencies

Information Technology

Troubleshooting

Superior Customer Service

Metrics Tracking

Verbal/Written Communication

Team Leadership

Interpersonal Relationships

Time Management

Attention to Detail

Project Management

Training & Onboarding

Goal Setting

Technical Skills

Programming Languages: VB, Java, CSS, PHP, HTML, and SQL

Operating Systems: Microsoft Server 2008, 2019, Windows 10, 8.1, 7, XP, Vista, Linux, & Mac OSX

Technical Support: Windows, Call Center, Help Desk, Network

LAN, WAN, Active Directory, TCP/IP, DNS, VMware

Professional Experience

OFFICE DEPOT/COMPUCOM Juno Beach, FL Jun. 2013 to Dec. 2020 Key Achievements

Project Management – Coordinated, managed, and collaborated with 20+ staff members at a time, overseeing the blueprinting, implementation, and validation processes for multiple projects. Client Support – Kept multiple IT requests organized and attended to, ensuring all clients were cared for equally. Service Delivery Manager Aug. 2015 – Dec. 2020

Set ambitious customer service goals and coached team in best practices of customer satisfaction to meet and exceed those goals.

Managed client projects by fixing reliability issues, tracking service metrics, managing the project budget, and leading the service delivery team.

Collaborated with other team leaders to serve clients most effectively across departments, building long- lasting, professional relationships.

Call Coordinator Jun. 2013 – Aug. 2015

Responded quickly and effectively to help desk requests, monitoring queues, organizing active tickets, and involving necessary engineers and wiring techs as needed.

Installed, performed troubleshooting, and resolved issues with desktop hardware and software, file and email servers, teleconferencing, and administrative systems.

Kept up consistent communication with clients, providing regular updates to IT issues, determining the needs of each client, and maintaining professional, working relationships. Education & Military Service

Information Management Southern University Baton Rouge, LA 1998 United States Marine Corps Lance Corporal – Avionics Technician Dec. 1993 – Feb. 1996

Contact this candidate