Customer Service & Technical Support Leader

LONNY G. MACKEY

Temple, TX ***** 816-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Customer Service and Technical Support Leader with 20+ years of experience managing customer operations, technical support teams, logistics, and service delivery across healthcare technology, manufacturing, travel technology, and military environments. Proven ability to lead high-performing teams, resolve complex customer issues, improve operational efficiency, and deliver exceptional customer experiences. Strong background in troubleshooting, systems analysis, process improvement, workforce management, and cross-functional collaboration.

CORE COMPETENCIES

Customer Service Leadership

Technical Support Management

Team Development & Coaching

Escalation Management

Operations Management

Process Improvement

Workforce Planning

Logistics & Warehouse Operations

Systems Analysis

Project Coordination

Zendesk

Siebel

Magento

Shopify

Hardware & Software Troubleshooting

Performance Management

PROFESSIONAL EXPERIENCE

Personal Comfort Bed Kansas City, MO

Customer Service Manager 2017–Present

Lead daily customer service operations and oversee service team performance, customer satisfaction, logistics, and issue resolution.

Manage day-to-day operations for customer service and technical support teams.

Supervise scheduling, performance monitoring, and workforce adherence.

Conduct monthly quality reviews and coaching sessions to improve service performance.

Resolve complex customer escalations and ensure positive customer outcomes.

Oversee warehouse operations and logistics coordination.

Utilize Zendesk and Siebel platforms to manage customer interactions and service requests.

Support sales and order management processes through Magento and Shopify systems.

Drive continuous improvements in customer experience and operational efficiency. ServRight St. Cloud, FL

Independent IT Contractor 2017–2018

Provided on-demand technical support services for multiple client organizations.

Delivered hardware and software troubleshooting support for business customers.

Diagnosed and resolved technical issues both remotely and onsite.

Maintained high customer satisfaction through timely issue resolution and communication.

ScriptPro Mission, KS

Advanced Technical Lead – Robotics 2012–2017

Managed technical support operations for pharmacy automation systems while leading a team of customer service professionals.

Supervised daily operations, staffing, and performance management for technical support teams.

Established team priorities to meet quality, service level, adherence, and productivity goals.

Conducted performance reviews, coaching, and corrective action processes.

Collaborated with management and cross-functional departments to resolve operational challenges.

Served as senior escalation point for complex customer and technical issues.

Delegated and managed project assignments to support organizational objectives.

Delivered technical expertise to pharmacists, pharmacy technicians, field service technicians, and trainers.

ScriptPro Mission, KS

Customer Service Technical Analyst III – Robotics 2010–2012

Supported pharmacy automation customers by resolving advanced hardware, software, and operational issues.

Managed 15–25 customer interactions daily while maintaining high service standards.

Conducted follow-up communications to ensure issue resolution.

Participated in special projects and advanced troubleshooting initiatives. ScriptPro Mission, KS

Customer Service Technical Analyst II – Robotics 2004–2010

Resolved 25–40 customer support cases daily involving robotics, software, and technical systems.

Provided support to Department of Defense customers requiring security-cleared access.

Maintained strong customer satisfaction through effective troubleshooting and communication.

Worldspan Kansas City, MO

Technical Services Support I 2000–2003

Provided technical support for travel reservation and information systems.

Supported internal and external customers with hardware, software, and network troubleshooting.

Participated in process improvement initiatives that reduced escalations and support costs.

Managed approximately 60 customer contacts daily while meeting service expectations. United States Army

Automation Non-Commissioned Officer (NCO) 1987–1995

Led technical operations, network administration, and personnel supervision assignments in the United States and Germany.

Designed and implemented a 100-user local area network to improve organizational communication.

Managed network administration, software analysis, and hardware support activities.

Analyzed intelligence and satellite data supporting military planning operations.

Developed and delivered technical training programs for military personnel.

Supervised staff and coordinated technical projects in high-demand operational environments.

EDUCATION

Associate Degree, Computer Programming & Network Management Vatterott College 1999

PROFESSIONAL TRAINING

Software Analyst, United States Army – Fort Gordon, GA

Intelligence Analyst, United States Army – Fort Huachuca, AZ

Primary Leadership Development Course, Baumholder, Germany

Secure Communications Equipment Repair, United States Army – Fort Gordon, GA HONORS & AWARDS

Top Secret Security Clearance (Held 1987–2000)

Army Commendation Medal

SFC Tony Burns Award

Army Achievement Medal

Army Service Medal

For today's job market, I would also tailor this toward one of three directions: 1. Customer Service Manager / Director

2. Technical Support Manager

3. Operations Manager

Given your recent experience, a Customer Service Manager or Technical Support Manager version would likely be the strongest and most competitive.

Contact this candidate