Customer Service Manager

Gabriel S. Ness

***** ***** *****, #***, ** Mesa, Ca 91941

619-***-**** Home

619-***-**** Mobile

***********@*****.***

PROVEN AND DEDICATED HELP DESK AND CONTACT CENTER LEADER

Over 14 years of direct industry experience has given me the insight and ability to lead contact centers, help, and service desks. I am a “hands on” leader with experience leading departments ranging from small (20+) to large (300+) agents. Having lead centers through implementations, culture shifts, and closures, I have been able to manage with consistency via a metrics driven approach.

My highest achievement was increasing value for a failing account, as a result, doubling revenue from $2,500,000 per year to over $4,000,000 annually, while ensuring a profit margin of 40% for three consecutive years. My value added approach to client and team management will allow me to drive a contact center to measurable success. I recognize the employee as our most valued asset and will be able to reduce costs, while rewarding the best.

Professional Experience

Sterling Quality Computer Consulting

2011-Present

Consultant San Diego, CA

As owner / operator of computer consulting and training firm, provided training, PC repair and networking support to home and business users. Responsible for all aspects of financial management, logistics, and customer satisfaction.

• Partnered with senior / retirement community to establish monthly classes geared towards seniors. Maintained attendance for courses with 60 attendees.

• Provided pc support and repair for small business and home users.

• Managed all marketing campaigns.

• Managed all AR/AP and Budgets

Tickets.com 2009-2011

Service Desk Operations Manager

Syracuse, NY

Responsible for leading the company through successful completion of Service Desk Accreditation by the Service Desk Institute (SDI). Did this by rewriting processes, KPI’s, SLA’s and OLA’s to ensure that Tickets.com provides first class support to external, internal, new and existing customers and building the Tickets.com market reputation via provision of “best in market” services to customers. As the Service Desk Operations Manager I was responsible for the full functioning and management of the Software Support service desk in Syracuse, NY; the Global Help Desk in Concord, CA; and localized Help Desks in Australia and the UK. This included staffing level planning, system and equipment utilization, general operations and continuous improvement planning of the services provided.

• Redesign the service desk to eliminate localization, blend support between all locations, US, UK, and Australia to reduce staffing needs and ensure operational excellence.

• Implement staff training and satisfaction program, include SDI / HDI certifications, product training, as well as top performer recognition.

• Drove inbound sales for high profile events, ensured staffing levels, event monitoring, and sales figures were met.

• Managed budget for departments as well as profit / loss accountability.

Apollo Health Street

2006 – 2009

Senior Service Desk Account Manager

Americus, Ga

As top level leader for several accounts with the Apollo Health Street organization, I directed two call center accounts, one telemarketing campaign and the largest account within Apollo Health Street’s Strategic Support Solutions division. This included budgeting staffing requirements, disaster planning and technology planning. I managed managers / supervisors, service desk and customer service operations team of 300 who performed account administration for Windows, UNIX and Oracle, as well as first and second level support for largest global Alumina manufacturer; as well as inbound sales ordering for a major catalogue retailer. I maintain full profit and loss accountability for account, as well as all SLA and contractual negotiations. Also ensure departmental adherence to Sarbanes-Oxley policies.

• Through SLA and pricing negotiations was able to increase revenue from $2,500,000 to $4,000,000 annually, while maintaining 40% profit margin for three consecutive years.

• Full P&L accountability for $4,000,000 contract including AR/AP.

• Reduced turnover rate from 13% to 4% by implementation of bonus and incentive program which rewarded top performing employees. Also reduced incentive costs from 10% to 8% of revenue annually by rewarding only the highest performers.

• Implemented Quarterly Business Reviews to meet with C-Level executives to increase customer satisfaction and increase departmental image.

• Wrote white papers and contractual proposals for potential business clients.

• Implemented work from home model for disaster purposes and emergency gap staffing.

NAL Worldwide

2001 – 2006

IT Help Desk / Call Center Operations Manager

Fort Wayne, In

I directed the implementation and transition of an internal and externally focused help desk as well as call center operations for Hewlett Packard parts shipment and logistics tracking center from Sirva, Inc to NAL Worldwide through corporate branch off. Partnered with outsourced vendors to ensure that all objectives and costs were met and adhered to, as well as negotiated new contractual agreements with existing clients to ensure transitional success. Directed a team of 80 help desk professionals who provided first, second, and third level support to internal business (approximately 1200 users) as well as external clients (approximately 800). Help desk and desktop support team was located both in house and globally. Also directed call center operations for parts shipment logistics center, including supervisors, team leads and call center agents totaling approximately 280 employees.

• Managed migration of all computers, laptops and servers from Novell to Windows Active Directory systems. Provided on-site resources for all site migrations, as well as post migration support remotely. Ensured that migration was completed on time for all sites while minimizing cost and downtime during migration activities.

• Worked with outsourced clients to ensure that business practices were understood, adhered to, and documented properly. Resulted in decrease of error rate of 28% within six months.

• Utilized back end SQL database and Crystal Reports for metric gathering and reporting information. Lead development of a web based “score card” with multiple layers of detail (ASP.Net). End result was a web system that all levels of management could access and view pertinent information real time.

• Managed development efforts for logistics tracking application (web based, ASP.Net, MSSQL database back end). Application enabled high end corporate clients to access and track parts inventory at anytime anywhere. Result was reduced contacts for follow up requests on part shipment status, saving several hours of manpower as well as phone costs.

Paramount International Telecomm, Inc

2000 –2001

Call Center Operations Manager

Vista, Ca

Directed the creation of call center for voice and web chat dating service, managed all aspects of center from design to implementation. Lead a team of approximately 75 employees comprised of sales, support, and customer service as well as implemented all aspects of human resource management for department. Implemented and managed both inbound and outbound sales campaigns to build initial client base as well as follow up for customer service satisfaction surveys.

• Through outbound and inbound sales campaigns was able to maintain profit margin of 32% within two months of operations.

• Managed all vendor negotiations for call monitoring, ACD, as well as office materials.

• Utilized back end SQL database and Crystal Reports for metric gathering and reporting information. Lead development of a web based “score card” with multiple layers of detail (ASP.Net). End result was a web system that all levels of management could access and view pertinent information real time.

• Managed development efforts for logistics tracking application (web based, ASP.Net, MSSQL database back end). Application enabled high end corporate clients to access and track parts inventory at anytime.

Printdepartment.com / RealtyAssist.com

1997 - 2000

Customer Service/ Technical Desktop Support Manager

Carlsbad, Ca

Through direct supervision I was able to manage customer service, technical support, and desktop support operations for two sister companies. Through cross sharing of resources, was able to ensure that key metrics were met in both business entities. Maintained and managed incident management software, as well as performed back end SQL database administration for both organizations.

• Implemented, maintained and monitored company’s contact resolution management systems (migrated from Goldmine to SalesForce.com). Result was more targeted information gathering and customer tracking.

• Managed support accounts for branded services “SureClose” as well as branded printing web sites.

• Assisted with overall development of Printing Company website, as well as Real Estate “Transaction Management” web site.

• Coordinated with support staff at collocation facility to ensure that we had 99% uptime annually.

EDUCATION / CERTIFICATIONS

Help Desk Institute

2009

Support Center Director Certification

San Diego State University

2001

B.S. Business Administration

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