Call Center Manager

IAN DANIEL LIEBMAN

***** ******** *********, # *** • Sherman Oaks, California 91423

818-***-**** • **********@*****.*** • http://www.linkedin.com/in/ianliebmancsmanager

PROFILE

Manager, Customer Operations

Energetic, resourceful, and customer-focused operations management professional with more than 10 years of progressively responsible experience in developing and implementing policies and procedures, furnishing customer support, and managing special projects. Strong communication, organizational, and analytical skills enhance capacity to lead organizations to high levels of quality and productivity. Diverse career is complemented by relevant formal education.

Call Center Management & Operations • Training • Metric Improvements • Escalations

Inventory Management • Collections • Writing • Diagnoses & Resolutions • Leadership

Technical Writing • Performance Reviews • Computer Repair • Test Engineering

Customer Relations • Special Projects • QA • Writing • Scheduling • Purchasing

Technical Support • Customer Surveys • Focus Groups • Customer Retention

PROFESSIONAL EXPERIENCE

INTUIT INC. – WOODLAND HILLS, CA 2009–PRESENT

Intuit provides software and offers other support to small businesses and individuals.

Supervisor, Customer Care Operations

Supervise a 14-member staff that provides technical support and diagnoses and resolutions. Introduce new products and train potential service scenarios to the team. Monitor calls for first-call resolution, customer satisfaction, and time efficiency. Coach representatives in benchmarking ACD metrics and ensure cost per customer-contact maintains a proper balance with call quality. Collaborate with software engineers to migrate specific functionality from old to new CRM software.

• Provide leadership on the following current initiatives:

• Employee Recognition Project

• De-mystification of new products for Call Center representatives

• How to “Wow!” your customer (side-by-side coaching)

• Staffing and Overtime Recruitment Initiative.

• Lead Call Center staff through multiple technical challenges.

KARL STORZ ENDOSCOPY – CULVER CITY, CA 2005–2008

Karl Storz offers endoscopic technologies.

Supervisor, Service Operations

Supervised four Call Center employees in providing technical support, troubleshooting, and equipment repairs prior to issuing RMAs, service dispatches, or loaned equipment. Partnered with the repair facility to determine whether repair or replacement was indicated or if cause of damage was covered by warranty. Researched accounts and authorized appropriate warranty overrides. Identified improvement opportunities through coordination with the QA team. Managed escalations. Presented proper counseling to staff, in conjunction with Regulatory, on production errors that resulted in technical issues. Provided special handling of high-profile accounts. Supervised collection activities.

• Lowered repair costs and increased brand loyalty through the creation of instruction cards for personnel in hospital sterile departments.

• Managed $2 million in loaned equipment assets.

• Planned and executed employee-performance awards ceremonies.

IAN DANIEL LIEBMAN 818-***-**** PAGE 2

UWINK, INC. – LOS ANGELES, CA 2000–2005

uWink was a digital entertainment company.

Manager, Service and Projects

Wrote technical manuals and procedural documentation. Authored trade magazine articles. Tested quality of products and wrote engineering change orders. Trained distributors and end-users. Managed production schedules and purchasing requirements. Coordinated compliance and product safety with UL, CSA, and CE. Organized and managed on-site installations and repairs.

• Initiated and closed the largest sale in company history.

• Conducted employee and customer surveys and focus groups.

• Implemented credit card acceptance for video game terminals.

• Managed products from prototype through production.

EDUCATION

NORTHEASTERN ILLINOIS UNIVERSITY B.A. IN ENGLISH & JOURNALISM, 1999

AD ED CERTIFICATE IN CREATIVE DIRECTION, 1995

TECHNICAL SKILLS

Microsoft Office Suite • PC & Macintosh Hardware • SAP

PUBLICATIONS

Songplace.net, “Choosing the Correct Instrument,” 2003

Vending Times, “Keeping Your Online Game Terminals Healthy,” 2002

PRESENTATIONS

“Taking Ownership of ‘My Customer,’” 2007

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