Customer Relationship Manager Resume Profile SA - Hire IT People

Technical Expertise

Applications

Operating Systems

Hardware

Protocols Services

Networking

Ethernet
FTP
Mobile Broadband
Wireless 802.11
Self - motivated IT professional with solid experience supporting thousands of users in corporate environments. Technically proficient in various technology systems with excellent client service and resolution skills. Have excelled in preventing client escalations.

SUMMARY

Strong analytical skills leadership ability to motivate others communication and customer service skills.
Encouraged consolidating all parties into a single discussion group to inform and educate of client s activities and challenges especially during contract negotiations. This prevented confusion and empowered team members.
Experience with network operating systems including Windows 9.x/NT/2000/XP/7 LAN WAN TCP/IP.
Ability to resolve tough customer situations using empathy and attention to detail.

WORK HISTORY

Network Operations Center level 2

Confidential

Desk Side Support

Confidential

Special Projects Internship

Confidential

Customer Service Manager

Confidential

Helpdesk Manager

Confidential

Helpdesk Supervisor/Senior Lead

Confidential

Customer Service Associate

Confidential

Customer Relationship Manager

Confidential

Helpdesk Support Manager

Confidential

Technical Support/Helpdesk Supervisor

Confidential

PROFESSIONAL ACHIEVEMENTS

CA Created support team from ground up to coordinate helpdesk product support via phone and email to domestic and international clients. Complete troubleshooting allowed 95 of escalations to be solved at level 1 safeguarding millions of dollars in maintenance contracts and positive client relationships.
Designed and implemented new escalation procedures hands-on training and empowerment to team for promotions.
Managed call center ticket queue to meet SLA s and avoid escalations. Cleared 500 legacy tickets resolving client relationships and yielded valuable sales leads.
Gathered every department that touched clients into distribution list monthly conference calls participating in marketing and sales meetings to ensure during contract reviews we represented a universal front .