Qualified, goal-oriented Manager focused professional.
Resume:
DOUGLAS A. WILHELMI
**** *. ********* ***** **. • Tucson, AZ. 85730
********@*****.***
OVERVIEW SUMMARY
Qualified, goal-oriented Manager focused professional. Extensive experience in hands-on supervising, business development, client driven management, and performance improvement. Seeking a position that will provide a challenging avenue to significantly contribute to a company’s efficiency, organization, growth, and profitability. Particular expertise in: Management Decisions Written and Oral Communication…Project Management Procedure Management Policy Development Information Analysis Staff Supervision Staff Scheduling Implementation Needs Assessment & Analysis
PROFESSIONAL EXPERIENCE
Intuit July, 2007 – August, 2009
Senior Technology Manager, Tucson, AZ (July, 2007 – August, 2009): Managed Senior Technical Software Support Team. Partnered with senior software engineer leadership.
• Developed and implemented strategy for technical support escalations from Tier 1, Teir 2, Sales, customers, and various other channels.
Managed team to provide root-cause analysis of customer facing software and product in tandem with developers.
• In collaboration with senior software development managers determined what product defects and enhancements to complete along with timelines.
Continuously building and maintaining strong interdepartmental relationships.
• Directly coached and developed a team of seven senior technical analysts.
Oversaw technical support guidelines for outsourcing partners abroad.
Developed strategy for process improvement projects within the Payroll Division regarding support, customer service, agent education, and overall customer satisfaction.
Frontline Support Coach/Supervisor, Tucson, AZ (May, 2005 – June, 2007): Led a team of technical/customer support-facing agents in day-to-day activities.
Performed job profiling, interviewing, hiring, training and on-boarding new agents.
Provided up-coaching for performance at individual and team level.
Provided performance management at individual level.
Performed call and chat monitoring for quality assurance.
Processed data and ran reporting on key performance indicators.
Interpreted data for the purpose of creating action plans for improvements.
Provided tactical management for achieving target service levels in multiple channels.
Managed attendance records, missed punches, time off requests, and time sheets.
Created and presented business unit and team level performance reviews.
Participated in project management activities - driver/approver/contributor roles.
Focused on new process creation and current process improvements.
AFNI January, 1998 – April, 2005
Business & Systems Analyst, Bloomington, IL (November, 2002 – Present): Project Manager over large projects in IT Telephony. Provide software, reporting, call flow analysis and all general end user support for Rockwell Spectrum System, Call Accounting software, and desktop fax utility software.
• Plan new system installs and upgrades in the IT Telephony Division.
• Manage projects involving 10 or more team members or those projects of high priority.
• Formulate strategy with both internal and external clients to execute call processing with minimal cost and a
maximum positive customer experience.
Work with vendors to ensure that future releases contain needed features.
• Formulate strategic plans for future company product needs.
Work closely with company telephony team on integrating technology with operational functions.
• Train users on supported IT Telephony software and systems.
• Document “Best Practices” guide for users of applications or systems.
Business & Systems Analyst, Bloomington, IL (August, 2001 – February, 2003): Provide hardware and software support for the TCS-RTA System.
• Train users on the proper use of RTA and TCS systems.
Plan and oversee Software upgrades to the TCS-RTA System.
Work with vendors to ensure that future releases contain needed features.
• Formulate strategic plans for future company product needs.
Develop and maintain documentation on system settings and limitations.
• Responsible for ensuring data integrity for ACD feeds and monitor system performance.
• Promote strong team interaction, project development, and process efficiency.
Operations/ Workforce Assistant Manager, Bowling Green, KY (April, 2000 - August, 2001): Managed (8-15) front-line supervisors and (20-200) front-line employees.
• Communicated with external clients daily in both written and oral formats.
• Ensured the development, implementation, and evaluation of collaborated client and internal specifications.
• Established hiring practices and goals of support, management, and customer service staff.
• Established Resource Management Department including real-time adherence monitoring, scheduling, and call data analysis.
Managed traffic flow and call analysis for multiple clients.
• Orchestrated the training and development of customer service staff.
• Reviewed, and evaluated customer service representatives implementing changes, and enforced disciplinary action when needed.
Customer Service Operations/ Workforce Supervisor Tucson, AZ (February, 1998 - , April 2000):
• Addressed and resolved customer problem.
Communicated with external clients daily in both written and oral formats.
• Reviewed, and evaluated customer service representatives implementing changes, and enforced disciplinary action when needed.
Costco Tucson, AZ (August, 1995 - March, 1998)
Merchandiser:
Created floor plans for new and existing products.
Operated forklift distributing merchandize between back stock and floor.
Worked in Auto Center changing and repairing tires. Changing oil and filters.
ADVANCED EDUCATION AND DEVELOPMENTAL ACTIVITIES
Pima Community College, Tucson, AZ Studied General Liberal Arts, 1987
Indiana Wesleyan, Marion, IN Studying Business Management, 2004 - 2005
Computer Applications & Systems: TCS-RTA System, Rockwell Enterprise Administrator, Rockwell Web Monitor, Rockwell Enterprise Monitor, Meridian, Symposium, Dialer, RTA Messenger, Prism, Quality Monitoring System, MS Word; Excel; Access; PowerPoint; Outlook; MS Publisher; Adobe Illustrator; Windows; Internet
Professional Affiliations: Workforce Management Association
TRAVEL / RELOCATION unrestricted • SALARY competitive at appropriate levels • REFERENCES upon request
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