Call Center Customer Service

ED. DELANCEY

Monessen, PA 571-***-**** **.********.*********@*****.***

CALL CENTER MANAGER

Accomplished, dedicated, and pragmatic call center manager with extensive global experience in the Information Technology industry. Proven ability to successfully manage call centers, and network operating centers, including planning, execution, and delivery. Strength in creating an inclusive culture with strong communication and teamwork that benefits the entire organization. Consistently exceeds expectations by focusing on the development of people, processes, and tools, with an emphasis on customer satisfaction. Exceptional talent in planning, decision-making, problem-solving, and exceeding customer satisfaction.

KEY SKILLS

Team Building Leadership Attention To Detail Business Solutions Problem – Solving

Resource Management Time Management Communication Customer Satisfaction Ability To Meet Deadlines

Call Center Operations Customer Service Team Leadership Communication Data Analysis

Decision Management

PROFESSIONAL EXPERIENCE

Philips Respironics, Mount Pleasant, PA 10/2019 – Present

Diagnostic Technician

Part of a 5-person team responsible for having an excellent understanding of all aspects of repair, maintenance, troubleshooting, configuring Trilogy 100, 200/202, Oxygen, Dreamstation, Go, & Mini’s, Nebulizers, Lifeline products.

Utilized effective cross interdepartmental communication to facilitate the testing and repair (software, mechanical, and electrical) of Philips Respironics equipment.

Personally processed and repaired 200 devices per week totaling an estimated $300,000.

SAIC, Alexandria, VA 08/2014 – 04/2019

Technical Support Call Center Manager

Facilitated problem tracking and resolution while supporting local and international clients.

Coordinated with hardware/software vendors and field personnel to resolve technical problems.

Assisted with the day-to-day management of projects such as competitive analysis, product development, product launch, and product life cycle management.

Managed a team of 10 call center reps, ensuring excellent customer service.

Evaluated metrics to ensure team is hitting goals set forth in weekly meetings.

Provided training and mentorship to team members to guide their career journey.

Implemented a QA program that increased customer retention by 40%.

Bay Networks, Santa Clara, CA 05/1991 – 08/2014

Network Specialist Manager

Supported network connectivity with Optivity software for top 500 companies within the United States. Remote and phone support along with troubleshooting both hardware and software issues inside a “fish tank” environment onsite.

Installed, maintained, and integrated a wide range of network devices. Applied strong proficiency in SMTP, POP, and TCP/IP protocols. Excellent understanding in Token Ring, Ethernet, and FIOS topologies.

Led bi-monthly meetings with software engineers to assist with product rollout.

Ed. DeLancey **.********.*********@*****.*** Page 2

OTHER RELEVANT EXPERIENCE

USMC, Iwankuni, Japan & Other

Network Technician

Cobol Computer Programmer

EDUCATION & CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

Master of Science (MS) in Information Technology (Military)

Certified associate in project management (CAPM)

Certified associate in project management (CAPM)

COBOL Programing

Scrum Master Risk Management (PENDING)

Contact this candidate