Customer Service Professional

Steven M. Burwell

Marietta, GA *****

*************@*****.*** / Cell 678-***-**** http://www.linkedin.com/in/stevenburwell

EXPERIENCE

More than thirty years of management experience focused on improving Customer Service, including 5 years managing Call Center operations. Consistently promoted to take on more responsibility. Established a highly successful multi-million-dollar Business Unit with new product offers. Worked closely with Logistics to establish stock level management and with Finance and Sales Administration for invoicing and quoting processes, pricing issues, profit analysis, as well as managing orders and delivery. Managed an international team for large-scale CAM installations. Experienced with Trade Show management, coordination, and set- up. Trained in computer repair. Ran my own business doing home improvement and repair. Background in plant maintenance, including electrical, air, plumbing, carpentry, hydraulics, machine installation and repair. Managed building maintenance, housekeeping and property maintenance.

Customer Service Manager / Service Writer

Jul 2022 – June 2025

Tribbles Automotive. / Marietta, GA (www.TribblesAutomotive.com)

Manage the customer service desk. Take initial vehicle notes for technician review. Order parts as needed for repairs and for stock using Mitchel1 and Identifix software. Price quotes for final billing. Update customers with any discoveries or for final assessment. Also did basic building maintenance and repairs.

Maintenance Director

Mar 2020 – Jun 2022

Legacy Ridge at Neese Road – Atlas Senior Living / Woodstock, GA

(https://atlasseniorliving.com/legacy-ridge-neese-road/)

Manage site building, grounds maintenance and housekeeping. Responsible for fire safety training and equipment, Internet and cable, Phone system, Resident security and response system, HVAC, electrical and plumbing maintenance, and service. Stock control for maintenance and housekeeping supplies. Monitor any 3rd party work for room upgrades, flooring, landscaping, and facility repairs. Proficient in electrical and plumbing repairs, carpentry, and finish work.

Customer Service Manager / Service Writer

Jan 2020 – Mar 2020

Tribbles Automotive. / Marietta, GA (www.TribblesAutomotive.com)

Manage the customer service desk and other duties as detailed above.

Customer Service Manager

Oct 2017 – Nov 2018

Emerald Fox, Inc. / Marietta, GA (www.EmeraldFox.com)

Managing Unified Communications, Contact Center, Networking and Data Center technologies, IPIVR pre-menu, CUIS reporting and environment upgrades and patches. Strong MS Office Skills, ServiceNow CRM, ZoHo CRM, ConnectWise Service Management Tool, WebEx, and WebEx Teams. System software, hardware, upgrades, monitoring and support. Perform weekly, monthly, and quarterly customer reports and reviews.

Service Delivery Manager / Sales Administration / Service Manager

Jan 2009 – Sept 2017

Touchbase Global Services, Inc. / Atlanta, Georgia (www.touchbaseglobal.com)

Maximizing client satisfaction and incentives to up-sell and cross-sell additional products and services. Budget of $2M in sales exceeded every year. Provide support for other Touchbase Client Teams in similar activities, as required. Started as a CEM, took over additional sales, promoted to an administrative position working with Finance to help improve over-all customer experience and company profitability. Focus on Cisco support and products.

Home Services, Remodeling and Repairs / Owner

Jan 2008 – Dec 2008 As You Wish Home Services / Marietta, Georgia

Home and business repair, renovations and maintenance services. Carpentry, electrical repairs, and installations, plumbing repairs, tile installation, flooring, window, and door installations, etc.

Lectra, Inc. 1988 – 2007

Corporate Headquarters / Marietta, Georgia (www.lectra.com)

Call Center Manager / North America (Lectra USA Inc.)

Jan 2003 – Dec 2007

• Managed 55+ team members for all daily aspects of the international service team to support more than1,200 customers and review of 2,500+ inbound calls per month.

• Filled the position as Service Director for over a year during management transition.

• Team consistently exceeded goals of 95% on-time response and 98% customer up-time.

Consumable Products Manager / North America (Lectra USA Inc.)

Jan 1999 – Dec 2002

• Created this new department focused on kit packages developed with manufacturing engineers around scheduled maintenance recommendations, including pricing and forecasting models and procedures for customer order processing to decrease turn- around time and increase profitability.

• Increased parts sales by over $9M annually in North America in less than 3 years.

• Requested by company president to take over management of the new Call Center.

Customer Service Manager / Southern Region (Lectra USA Inc.)

Nov 1995 – Dec 1998

• Managed all Field Service activities for a fifteen-state region, including all post-sales activities and Customer Service support for over 450 accounts.

• Supervised two technical managers, eighteen field service engineers, and four software applications training/support technicians.

• Managed and organized large-scale trade shows.

• Promoted to establish a new department as National Consumable Products

Manager. Technical Services Mgr./Southern Region 1991 – 1995

National CAM Installation Manager 1989 - 1991

National Technical Mgr. 1988 – 1989

COMMUNITY INVOLVEMENT

Ride for Kids Task Force Leader / Atlanta 2009 - 2018

Pediatric Brain Tumor Foundation (PBTF) / Atlanta, GA

• Manage a team of 25+ year-round volunteers.

• Focused on preparing all aspects of the annual ride event utilizing an additional 150 day- of volunteers as well as coordinating with law enforcement for 500 to 1,000 participants.

• Annual profit for the Atlanta event: $150,000 to $250,000

EDUCATION

Total Technical Institute / Norcross, Georgia 1982 - 1985

Associate of Science, Computer Technology

Sandler Sales Training Certification and AMA Management Courses 1999 - 2003

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