Customer Service Manager

Ken Heister

801-***-**** (cell) *** North *** East

801-***-**** Springville, UT 84663

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

Linkedin: www.linkedin.com/pub/ken-heister/6/283/556

Manager Trainer Personal Growth Advocate

Strengths

Experienced leading and managing successful technical support team.

Provided more than 10 years of award-winning client service.

Delivered training in various settings and audience sizes.

Formulated training topics and material to meet audience needs.

Successful adaptive, collaborative abilities.

Innovative and resourceful in pursuit of promoting growth in others.

Keeps current with management and training techniques and methodology.

Determined to get the job done, on time and correctly.

Self-starter focused on client and employee satisfaction.

Achievements

Management -

5 years as manager at Messaging Architects, winner of company Leadership Manifesto Award in 2009.

Grew team from 4 technicians to 10.

Reduced turn-over rate by more than 50% within 3 years.

Interviewed, hired and “on-boarded” new support technicians.

Conducted quarterly performance reviews as well as informal 1 on 1 mentoring.

Orchestrated daily team meetings to review priorities and workload, increasing time management abilities of technicians.

Implemented low-cost, peer award program to promote team solidarity.

Guided team in reaching KPI goals.

63% First Contact Resolution consistently.

92% Client Satisfaction (SurveyMonkey reports).

Under 5% escalated to development.

Reduced Time to Resolve from 11 days to under 4 days in one year.

Successfully transitioned support model from “tiered” to “touch and hold” in less than 1 year.

Streamlined support process with transition to Salesforce.

Initiated Support Analyst training for team through HDI.

Employed industry standards to meet company/team goals.

Appropriately delegated duties to promote growth in team members, providing time for me to coach and mentor more effectively.

Advocated employee growth and satisfaction to retain key team players.

Support -

Winner of customer service awards for 3 quarters in a row while employed at Novell.

Maintained high statistics rating as remote support for 5 years, using Avaya technology.

Promoted from front-line engineer, to team Mentor, then back-line engineer during tenure at Novell.

Developed long-lasting relationships with clients, co-workers and supervisors.

Available, good listener, because you never know who your next client will be.

Training -

Deployed to India to train new engineers while at Novell.

Delivered webinar training to registered clients.

Implemented regular (weekly) team training sessions.

Provided team training covering topics such as Time Management, Customer Service, Improving communication skills.

Seasoned user of Camtasia for recording and delivering training.

Utilized Webex for client training as needed.

Coached others on training techniques.

Collaboration -

Championed 'Code Red' process to reduce at risk clients by 78% in 18 month period, salvaging over 90% of the accounts.

Held weekly collaboration/reporting meetings with other department managers (Sales, Development, Professional Services) and executive team to meet client needs.

Personal development -

Certified Support Center Manager.

Attended management/leadership conferences provided by HDI.

Member of Mind Tools Club – Online management and leadership resources.

Subscribe to Strengths-based training material from The Gallup Organization.

Experience

Technical Support Manager Messaging Architects 2007 – 2012

Provo, Utah

Back-line Support Engineer Novell, Inc 2001 – 2007

Provo, Utah

Network Administrator Architectural Design West 1997 - 2001

Salt Lake City, Utah

CADD Coordinator Industrial Design Corporation 1995 – 1997

Albuquerque, New Mexico

Education

Utah Valley University – Provo, Utah

Valley High School – Albuquerque, New Mexico

Contact this candidate