Call Center Customer Service Suoervisor/Manager

Steven D. Miller

Statham, GA *****

Phone: 980-***-**** (Cell) E-Mail: ***********@*****.***

EXPERIENCE

Customer Support Supervisor- Duluth, Ga.

Cbord/Horizon Software (SaaS) June 2021 – September 2022

Supervise technical staff in a call center/technical support environment. Responsible for managing the day-to-day operations of the Contact Center Support team. Partner with senior leadership, HR and Training to provide a positive customer experience. Multi-task as required, handle escalations, attention to detail and organized. SLA attainment and established performance metrics for all techs at all levels. Work closely with internal DEV/OPS. QA and product managers. Team with HR in handling employee disciplinary opportunities. Report to the Director of customer service.

Career development, coaching, counseling, mentoring, providing performance reviews, disciplinary action, one-on-one performance enhancement sessions, conduct weekly team meetings, and verify/maintain timesheets.

Identified and implemented training opportunities and gaps to improve departmental efficiencies.

Analyze call statistics to determine adequate staffing needs.

Heavily involved with interviews and onboarding new employees

Technical Support Manager- Conway, SC

HTC INC – Horry Telephone Cooperative August 2016 – May 2017

Manage a team of technicians supporting all lines of business for residential and business customers. Responsibilities include career development, coaching, mentoring, providing mid-year and annual performance reviews, disciplinary action, one-on-one performance enhancement sessions, conduct weekly staff meetings, goal attainment, meeting set KPI’s for measurement. Receive and handle escalations received from Executive management.

Quality Assurance call monitoring for process compliance.

Managed Remedy Tickets for ‘break-fix’ situations.

Monitored the ACD to ensure all calls are answered in a timely fashion.

Interviewed new candidates, recommended for hire, terminated when necessary.

Applications Support Manager September 2014 – July 2016

Time Warner Cable – Charlotte, NC

Manage a team of technical engineers supporting the domestic U.S. customer base. Responsibilities include career development, coaching, mentoring, providing mid-year and annual performance reviews, disciplinary action, one-on-one performance enhancement sessions, conduct weekly team meetings, and verify/maintain timesheets. Receive and handle escalations received from TW’s NOC in Syracuse, NY. Manage Remedy Tickets for ‘break-fix’ situations. Interface with internal TW teams on changes to the network and/or infrastructure. Reported to the Applications Support Senior Manager.

Measured and tracked KPI’s for performance and goal attainment.

Monitored the ACD to ensure all calls are answered in a timely fashion.

Performed quality checks on trouble ticket notes for timeliness and accuracy (Remedy).

Interviewed new candidates, recommend for hire, terminate when necessary.

Established training sessions for SDV, VOD and Linear applications.

Director, Technical Operations for the United States February 2014 - August 2014

Tadiran Telecom - Based in Israel- REMOTE USA

Manage the technical support department for the domestic U.S. customer base. Responsibilities include career development, coaching, mentoring, disciplinary action, one-on-one performance enhancement sessions, reporting staff training needs to Israel, conduct weekly team meetings, and scheduling shifts and after-hours coverage. Responsible for TSAT scores for partners and dealers. Receive and handle customer escalations, report Tier II issues to Israel. Responsible for overall department trouble ticket management. Travel to meet dealers/partners as needed.

Measured and tracked KPI’s for performance and goal attainment.

Interviewed and recruited support personnel for department.

Developed and implemented processes for improvement within the department.

Senior Operations Manager, TIER I/II Technical Support/ NOC October 2007 – January 2014- Atlanta, GA - Cbeyond, Inc.

Manage TIER II technicians in a help desk/NOC/call center environment. Responsibilities include career development, coaching, counseling, training, providing monthly feedback regarding performance targets and annual performance reviews, one-on-one performance feedback sessions, conduct weekly team meetings, scheduling shifts and verifying timesheets.

Responsible for supporting both Data and Voice services for business customers and troubleshooting services over fiber connectivity, Ethernet First Mile (EFM), and T1 circuits.

Monitored the ACD to deliver desired service levels.

Reviewed customer TSAT surveys for quality and customer satisfaction.

Interviewed, hired new candidates and terminated when necessary.

EDUCATION/TRAINING

A.A. Administration of Justice, Ohlone College, Fremont, CA- 6/1983

Skill sets:

Excellent customer service focus/csat-tsat scores.

Provides direct supervision in a 24 X & X 365 support environment.

Monitors individual employee performance- KPI’s.

Conduct formal reviews.

Point of contact for escalations/incident management

Understanding of Transport and Internetworking technology

written and verbal communications with all levels of leadership

Knowledge of PC applications (Microsoft Office, Internet Explorer, Microsoft Outlook, SAP).

Ticket systems, Netsuite, JIRA, Zendesk, remedy

Quality assurance checks/Call Center metrics

Knowledge of broadband, fiber, internet, cable TV install and repair

Process and MOP oriented

HR-training, interviewing, terminating as necessary.

Vendor management

Network Operations Manager experience/network surveillance.

ACD management for performance.

Coaching/mentoring. Career progression for staff.

Customer service management/ quarterly review of metrics.

Champion of code of conduct

Detailed and organized/multitask as required.

Change management.

Communication and foster team environment.

Onboarding new employees and customers.

Retired Military. (22 years)

Proven attention to detail with ability to multitask

Exceptional verbal and written communication skills

Demonstrated excellent conflict resolution and interpersonal skills

Strong organizational and time management skills to effectively manage the customer service needs

Strong desire to surpass customer expectations and proactively solve customer concerns

Strong analytical mindset and approach to problem solving

Strong technical skills to learn new programs and platforms quickly

Knowledge of SAAS Process

Contact this candidate