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Candidate Info
years in workforce
years at this job
Psychology
Performance Support Manager
Maintain relevant and compliant management systems within the Unit's Balanced Scorecard (BSC) system.
Contribute to the production and implementation of appropriate communication plans within the Unit.
- Executed strategy to reformed Balanced Scorecard into a concise, transparent, auditable and reliable system.
- Spearheaded performance evaluations of 10 project managers, 21 departments and 60 grant-funded projects.
- Improved accuracy, presentation and timeliness of performance reports for Leadership Board and Head Office.
- Increased staff awareness and involvement to unit's Balanced Scorecard system and performance review.
- Enhanced organizational references for unit contract, budget, publication, and performance data.
- Devised new mechanisms to collect and disseminate data, leading to a 45% faster turnaround time.
Candidate Info
years in workforce
years at this job
Help Desk Support Manager
Created Training SharePoint site where all Help Desk Training Materials, Tools, Helpful Hints and Links can be located in one place and available to the entire team. This site has been and is being used for all new hires and for the reiteration of process, procedures and definitions of metric reporting
- Coordinated, Maintained and brought Avaya Interaction Center (Online Chat) into the organization. Scheduled Staff, Supported application for several upgrades all to increase Customer Satisfaction and 1st Contact Resolution.
- Call Center monitoring and analysis, working with both the Issues Tracking and Root Cause Analysis Teams. Working with the Knowledge Base team to ensure available knowledge is up to date.
- Acted as Process and Training coordinator for the organization along with being the co-security coordinator responsible for requesting and maintaining all necessary access.
- Worked on the Re-Certification of the Support Center to maintain HDI Support Center Certification for the 3rd time.
- Worked with Gartner several times to ensure were are running a cost effective help desk.
- HDI (Help Desk Institute) Support Center Manager Certified managed a staff of 25+ employees. Handling scorecards, team statistics, mentoring and coaching.
Candidate Info
years in workforce
years at this job
Business Administration
Technical Support Manager
Managed and coached Technical Support Teams of up to 20 people across a variety of Backup and Recovery software products. Tracked and monitored technicians, mentoring them to optimizing performance and customer service.
- Slashed customer resolution times and improved case closure rates (averaging 10 cases closed each week, beating goal of 8) by ensuring technicians were trained in advanced troubleshooting methods.
- Improved customer satisfaction (achieving 90% rating) by concentrating on backlog case reviews and assigning cases to technicians with the most appropriate expertise.
- Set live call schedule so technicians could take high severity cases within 5 minutes of entering phone queue.
- Implemented awards program for techs receiving perfect customer service surveys.
- Ensured consistent customer response worldwide by collaborating with counterparts in Europe, India and Asia to standardize procedures, including warm and cold hand-offs, and escalation processes.
- Upheld company and industry standards by hiring and mentoring technicians via monthly coaching sessions and annual performance evaluations.
Candidate Info
years in workforce
year at this job
Business Management
Master of Arts
Customer Support Manager / Logistics Assistant Manager
Responsible for managing CSAT, caliber of support and management escalations for a call center of 20+ phone/email advisors by analyzing metrics to improve overall support experience.
- Developed plan to restructure call center quality by monitoring processes to focus on updating internal procedures, first contact resolution, escalated tickets and root cause analysis through coaching and development.
- Monthly travel to call center in San Antonio to personally coach advisors and assist with new hire training.
- Created new process to retrieve unreturned hardware from RMA process to prevent financial loss. This process recovered over $30,000 in the first quarter of deployment.
- Managed entire RMA process by sending and receiving all orders to and from the warehouse for fulfillment.
- Identified and implemented chat support for technical support to lower call / email volume and cost.
- Worked with Director of Sales to build and implement the department's long-term strategy to expand support options for VAR Partners.
Candidate Info
years in workforce
years at this job
Management
National Account Support Manager
Member of the first National Account Department in Charlotte; provided complete support to national account customers - e.g., provisioning (engineering), service activations, billing, troubleshooting & repair of service issues.
- Designed an order management database that provided tracking, revenue and productivity reporting.
- Collaborated with the Business Systems Group to develop, introduce, and improve service products.
- Played an instrumental role in increasing product offerings for Bank of America, which resulted in substantial revenue increase from $3M annually (1989) to $34M (1996).
Candidate Info
years in workforce
years at this job
Management / Kinesiology (working Through)
Computer Programming & Operations
IT Production Support Manager
Ensured key applications (i.e., High Touch POS, Lawson, MACH-5, RMS, CRM, etc.) are readily available and totally functional.
- Managed requests for improvements, bug fixes in a timely manner.
- Verified applications requiring web services and portal deployment are properly architected, configured and supported.
- Provided metrics on usage of all web-services. Ensured proposed applications/enhancements were addressed in a timely manner and rolled out successfully to provide enhanced production support.
- Facilitated and supported security and internal audit teams to ensure that RAC IT organization met or exceeded all of the security, audit & compliance requirements including SOX and PCI.
- Team manager of 7+ Administrators.
Candidate Info
years in workforce
years at this job
Art History
Art And Graphics
Art And Design
Customer Support Manager
Managed 25 customer service specialists and website developers in 2 remote locations
- Developed customer service systems and processes
- Increased revenue by 91% in 4 months
- Monitored performance of CS center with call monitoring and feedback sessions.
- Consistently provided outstanding support to upper management, CS team and vendors.
- Created valid performance metrics and reporting for monthly meetings
- Committed to current trends in fitness to insure maximum results and attainment of clients' goals
- Certified in CPR, Group Fitness, Personal Training, and First Aid.
Candidate Info
years in workforce
year at this job
Technical Management
Customer Support Manager
Was In charge of daily operation of the 24/7 multilingual customer support center (tier 1 and 2)
- Recruited, trained, supervised, and evaluated department staff
- Supported the development of long-range objectives and goals to meet business operation expectations
- Oversaw customer support cost containment/reduction initiatives
- Performed quality assurance on calls, tickets, and orders to ensure high quality of service
- Was responsible for collection, compilation and submission of accurate statistical data including weekly/monthly reports and a daily dashboard of key performance indicators
Candidate Info
years in workforce
years at this job
Data Processing
Computer Science
Senior Systems Support Manager
Managed a staff of command center support analysts for Fidelity's brokerage line of business.
- Led teams in several locations that supported several environments.
- Actively participated as crisis manager of all production lines of business.
- Met regularly with the development teams to define requirements and build online system monitors. Built brokerage command centers in Boston, MA; Merrimack, NH; Raleigh, NC and Bangalore, India.
- Actively participated in the Disaster Recovery (DR) initiative. Our team developed procedures, tools, documentation and entrance/exit criteria in support of 150 developers. Smoke tests were scheduled monthly, and actual DR tests quarterly.
- Met with staff to improve performance, provide training and professional services.
Candidate Info
years in workforce
years at this job
Computer Information Systems
IT Operational Support Manager
Promoted and taught an Introduction to Computers training class with a 50% increase in enrollment from the previous year. Upon completion of the course, 100% of the attendees become gainfully employed.
- Oversaw and enforced network security and installation procedures
- Ensured the repair/upgrade of PCs and hardware and software
- Designed & maintained the company's website
- Implemented the use of C++
- Wrote database layer using stored procedures in SQL
- Solved performance issues with printers/copiers/scanners
- Identified new software in the market, as it relates to organizational functions
Candidate Info
years in workforce
years at this job
Leadership
Technical Support Manager
Formed the OKC Technical Support Commitment Team in 2008
- Led a team of 7 - 18 in managing all technical commitments for OKC from 2008 - 2011.
- Facilitated daily informational huddles & weekly team meetings to ensure direct reports were equipped with the latest information and skills to perform job duties
- Assisted Training Managers as Subject Matter Expert for technical troubleshooting for several new-hire and in-service training courses
- Partnered with other call centers as the National Tech Commitment Team in 2011 and collaborated on a new commitment process for the National structure.
- Implemented solutions for higher productivity, reporting results/coaching and volume trends
- Received Circle of Excellence Award for exemplary leadership for 2009
Candidate Info
years in workforce
year at this job
Business Management
Regional Support Manager
Extensive travel to assist with new acquisitions or existing communities that are requiring specialized marketing and training support to all on site staff.
- Point of contact for implementing all Pegasus processes on site.
- Utilizing all facuets of operations of property management and giving our assessment and implementation of work assignements. Work directly with Regional Manager and report directly to President.
- Overall 6 month on-site assignment for class A property that was undergoing complete interior renovations for owner; meeting completion deadline while increasing market rents an average of $175 per month over new renovated rates, increased monthly NOI $12,000 per month and maintained 93-95% occupancy.
- Created and implemented standardized Best Practices for Preferred Employer Program, Property Newsletters, Community Events.
- One Site support for all properties.
Candidate Info
years in workforce
years at this job
High School Diploma
Customer Support Manager (employee)
Managed 20+(email only) support agents, also included in-game Technical Support staff..
- Monitored and reported actionable metrics information and KPIs to Sr. Management.
- Created quality review forms to insure that CS team is meeting its defined goal to achieve/maintain high level CSAT scores.
- Regular tasks included staff interviewing & hiring while also training & developing agents
- Provided monthly & yearly performance evaluations, and employee development plans
Candidate Info
years in workforce
years at this job
Pet Care Lead/support Manager
Supervised 10 pet care associates ensuring compliance with policy and procedures
- Responsible for the care and well being of live animal inventory
- Supervised and trained 15 cashier associates in Point of Sale transactions
- Received and stocked store inventory and ensured accurate accountability through SAP
- Provided customer service in store, online, and through AOS ordering system
