Technical Support Supervisor

Gerald M. Barber

702-***-**** • *************@*****.***

Contact Center Professional

“Specialist in leadership, technical support and customer service with a reputation for exceptional performance”

Multitalented, highly motivated and results driven Technical Support Professional seeks a position with an organization that can benefit from extensive experience in contact center management, technical support and customer service. Thirteen years experience in supervising, training, quality analysis, knowledge bases, technical support and resolving complex customer issues.

Areas of Expertise

• Contact Center Leadership • Customer Service and Technical Support Training • Project Management

• Sales Support • Knowledge Base Systems • Resolving Complex Issues • Technical Writing • Quality Analysis

Skills and Certifications

• Coaching for Success • Human Resource Skills • Managing Metrics • Dell PC Hardware Support

• Micron PC Hardware Support • Earthlink Technical Support • Sony Playstation Technical Support

• Strong knowledge of workforce management systems Totalview IEX, Kronos, Blue Pumpkin and Pipkins.

• Extensive experience with Ensemble, Oracle, Siebel, Witness and Eureka Call Miner.

• Technical Support Wireless Broadband Internet. Strong knowledge of PC’s and desktop applications.

Awards

• Service Excellence Award • Be the Reason Award • Presidents Club Award • Leadership Award (3)

• Partner of the Month (2) • Six awards for building top performing teams • Certificate of Recognition

Career Milestones

• Managed secondary training. Insured all secondary training was completed and insured specialists understood the curricula significantly reducing the number of inquiry calls to help line. Trained 175 agents on new customer relationship management system. Created and delivered Issue Resolution training to improve issue resolution skills of low performers.

• Managed knowledge base improvement project. Coordinated with program managers to revise and improve over 200 process documents. Acted as technical writer to create 15 new process documents. The project significantly improved specialist ability to understand complex processes. Increased knowledge base use by 15%.

• Conducted learning labs to improve new hire specialists call handling skills prior to production assignments. Achieved customer satisfaction scores of 90%, 92% and 93% improving previous learning lab scores by 10 percentage points.

• Created, implemented and delivered “Call Handling Tips” newsletter designed to update specialists on new processes and changes in business practices.

• Authored Quality Guidelines and Created Quality Monitoring form for Technical Support.

Contact this candidate