Customer Service Manager

Mark Richard Chambers

**** ******* ******* *******. *********: 905-***-****

Oakville, ON L6M 0J9 Email: **********@*********.**

PROFILE

A goal oriented Technology Manager/General Manager with proven international Customer Service, Operational Support and Project Management background who has repeatedly excelled in Customer Service Delivery, working with internal and customer senior management alike. I enjoy management of real-time problem resolutions, managing projects and effecting change. My objective is to seek a Senior IT Management role.

KEY HIGHLIGHTS

• 20+ years progressive global work experience integrated with a strong educational background and a significant record of achievements in a variety of industries.

• Built a PMO in the 3rd Quarter 2008 to channel all project work through TS Core business. To date this has been very successful with a combined net profit of $408,000 from a contract value of $1,000,000.

• Won annual Customer Service Excellence Award 1995 and 1996 (President Club) for Customer Service Excellence.

• Leading effective change management initiatives and implementation of systems, infrastructure, hardware and software projects rolling out to multiple countries.

• Demonstrated experience working with vendors; developing and maintaining good relationships.

• Leadership, management and operational accountability within Help Desk, Technical Services, Customer Service Delivery and Project Management.

• Increased market share by establishing value added program supporting the renewal of customer contracts resulting in a $12 million account being retained.

PROFESSIONAL EXPERIENCE

2009 to Present IT Service Delivery Manager (Contract) Lafarge North America

As a mid management Delivery and Infrastructure Specialist, I was brought in to run the day to day out sourced first level support IT Service Desk, solve service delivery and quality issues impacting approximately 14,000 users in North America are supported by an Outsourced IT Help Desk and 92 internal Lafarge IT resources providing 2nd and 3rd level support.

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• Meet with Unisys Management and Executive to define and drive new direction in level of quality and service.

• Developed and delivered customer Continuous Improvement Plans within ITIL V3 Framework, including streamlining and restructuring Help Desk model. Growing overall satisfaction and quality level from 65% to 86%.

• Researched and sourced Network version of ITIL V3 Service Library and implementation knowledge base and deployed to IT Dept. As part of a process to build knowledge and awareness before implementing a service catalogue.

• Initiated a quality program of Unisys Help Desk team increasing quality and reducing average monthly agent handle time measuring total time agent spends working an incident from ticket creation to closure by 20%.

• Increased first call fix rate by 10% from 55% to 60%.

• Implemented new customer satisfaction survey, incentivised users to complete surveys, and increasing completed survey rate by 400%.

• Worked with Application and Infrastructure resolver groups to end friction work together to agree OLA’s for support.

• Redefined Monthly executive KPI Report to Lafarge Leadership to show value in out sourced Help Desk model.

• Defined new process for Severity 1 Tickets for System wide outages and escalation process within Lafarge and between Unisys and Lafarge.

2008 to 2009 Senior Manager, National Service Delivery Metafore IT Solutions

As a problem solver, I was brought in to take over the running of a failing multimillion dollar GTA Fare System (PRESTO) project. I rebuilt relationships with the sponsor and suppliers and recovered over $200K of outstanding A/R.

Accountable to the Head of Technical Services (TS) Department for National Service Delivery for Managed Service customers, growing market share and the creation of PMO in TS. I worked closely with customers such as Lululemon, Rogers and Imperial Parking and was successful in turning around relationships, improving client satisfaction and growing the existing business.

• As a mid level manager, I managed a team of 2 Department Managers, 4 Project Managers and Co-ordinators developing a Managed Service product solution portfolio for 2009, with the aim of growing business by 30%. Streamlined current offerings to setup and run PMO for Technical Services offering rollout and bespoke customer solutions.

• Developed and managed budgets and multiple P&L.

• Responsible for the Governance of service levels provided by National Help Desk to customers in accordance with contracted SOW’s and SLA’s.

• Brought MTS Allstream to Metafore as an Enterprise Solution Partner. Worked with IBM and HP to develop new business opportunities.

• Improved customer satisfaction with clients such as Rogers, RBC and Lululemon by changing Help Desk business model, implemented customer specific training program and put quality assurance process in place before calls could be escalated to customers. Drove efficiencies with Telecom and installation partners to improve right first time installations

• Developed and delivered customer Continuous Improvement Plans, including streamlining and restructuring Help Desk model.

• One of Technical Service Leadership Team, accountable for budgeting forecasts, business strategy and development.

2007 IT Manager/General Manager Auxilium Technologies

I was brought in by the owner to run the company, manage the financials, develop technical and administrative teams to grow new business and improve existing client relationships. This directly led to the company’s most successful year in it’s 6 year history. Using strategic and innovative thinking I was able to develop the company and sign long term support contracts that were outside the previous business model.

• Reengineered business process so all customers paid for hours billed and eliminated 100% of failures on new server installations.

• Reduced losses by restructuring quote system.

• Increased profit to 40% on hardware and software products.

• Project managed integration of customer network upgrades, installations, relocation, web and custom database development.

• Strategically aligned ourselves with vendors offering complimentary services to increase market share.

• Restructured Sales and Technical Teams, hiring talented individuals to compliment the team and grow the business.

2003 to 2007 Manager, Canadian Operations Cendant IT, Canada

I was accountable to SVP of Convergence, Senior Director of North American Operations and Canadian Leadership Team at Galileo Canada and RCI Canada for providing 24/7 voice and data services. To achieve this I lead virtual and onsite teams as well as managing relationships with MTS Allstream, Avaya and Dell Canada to provide consistently high levels of service in accordance with support SLA’s.

• Executed a major review of Canadian PC, Laptops and Servers, putting forward a successful cost conscious business case for US $75K to upgrade hardware, halving previous cost estimates.

• Outsourced IT Help Desk support to centralized Help Desk model in Denver, CO. Overcame objections and concerns of Canadian SLT and was instrumental in leveraging an additional 2 hours on the business day where the Help Desk was fully manned vs out of hours coverage.

• Undertook process to be SOX Compliant of all Corporate and subscriber IT and telecom systems in Canada.

• Lead project to implement Voice/Data Solution, making the Toronto Customer Help Desk a satellite of the Atlanta Help Desk.

• Took initiative and lead investigation with Hardware and Telecom providers to identify and resolve cross border quality and service issues which had been impacting Help Desk inbound calls for 6 months up until resolution.

• Accountable for the decommissioning of Galileo voice and data systems, relocation of RCI Toronto in Canada in 2007 and subsequent disposal/sale of redundant equipment .

1990 to 2003 Accountabilities Various Roles Galileo UK/ International,

A British Airways Company

• Managed multiple country specific and EMEA region Full Lifecycle Projects deploying hardware and software solutions to Travel Industry customers and setup international Travel Industry Trade Shows.

• Worked with Carlson Wagonlits and American Express to develop and deliver bespoke solutions and integrate them into their networks.

• Managed large Help Desk, teams of Analysts and onsite technicians up 36 individuals at any onetime.

• Changed business process slashing internal process delivery time from 10 to 4 business days.

• Managed the multiple product start-up and re-launch of FocalpointNet in the UK and EMEA region.

• Increased market share by establishing value added program supporting the renewal of customer contracts resulting in a $12 million account being retained.

• Relocation of Help Desk and instrumental in hiring of 19 new staff.

• Created Business process to support Sales, new product and customer delivery.

• Managed a busy Help Desk answering average 1000 calls per day with first call resolution of 60% and consistently achieved SLA commitment of answering 80% of calls within 20 seconds.

2001 to 2003 Management Consultant

2001 9 Month Secondment to Project Office

1998 to 2001 Technical Support Team Leader

1996 to 1998 Help Desk Team Lead

1990 to 1996 Senior Help Desk Analyst

EDUCATION/PROFESSIONAL DEVELOPMENT

2009 ITIL Version 3 Foundations certification

2007 Microsoft Desktop Support

2006 Avaya Phone Switch Administration

2000 Prince 2 Project Management Foundation and Intermediate Course

1999 Internal Company Man Management Diploma

1996 -1998 National Vocational Customer Service Management Diploma Level 3, Link Training & Bracknell College

1995 & 1996 Won President Club in a British Airways company for the category of Customer Service Excellence.

COMPUTER AND TELECOM PROFICIENCY

Extensive knowledge, implementation and support of voice and data systems, applications, LAN’s, WAN’s, Security and communication devices.

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