Experience providing customer/technical support in busy call center environments for financial industry employers in both Japan and the United States. An unwavering commitment to customer service, with the ability to work in a multi-lingual and multi-cultural environment, resolves complex issues and maintains a calm demeanor in high stress situations. Customer-centric problem resolution quickly assesses issues, solves problems creatively, and uses tact and diplomacy to gain customer confidence and satisfaction.

EMPLOYMENT EXPERIENCE

Confidential

Key Accomplishments:

• Manage a team of 25-30 virtual employees supporting Amazon's Kindle Product line from home
• Over the past year my team was able to achieve metrics better than the network average even when my site's metrics were under performing.
• Provide coaching via monthly/weekly one on one meetings and during live call monitoring via instant messaging.
• Network coordinator for Amazon's 'Performance Related Pay' incentive bonus system. Responsibilities include vetting requests by managers to award performance bonuses to associates and ensure performance award is consistent with established performance standards.
• Major role in creation and implementation of new IT outage process, creating an easier way for work from home associates to report technical issues and allow managers to keep better track of employee downtime.

Confidential

Key Accomplishments:

• Reduced call abandon rate from 20 to 10 through active management of call center agent tasks and work priorities.
• Ensure all incoming contacts to the Help Desk are resolved within established service level agreements and maintain professional and courteous customer service mentality at all times.
• Provide training and coaching for Help Desk staff as well as technical training and career development mentoring
• Produce weekly and monthly Help Desk metrics that include ACD call volume, ticket numbers and incident trends as well as incident resolution data. Data used to improve Help Desk operations through adjusting agent shift schedules, identifying and taking action on emerging problem trends and address any other issues affecting service levels.
• Assist in coordinating client outage resolution activities incident tracking and end user communications.
• Composed standard operations manual for Help Desk staff, helping to reduce training time for new agents. Composed and updated problem resolution documentation and maintained Help Desk knowledge database.
• Coordinate problem resolution activities with IT management to resolve systemic problems.
• Devised and implemented work from home disaster recovery solution for inclement weather and other scenarios that would prevent Help Desk agents unable to reach work site.

Confidential

Key Accomplishments:

• Client on-boarding including initial discovery activities, process and procedure development as well as analyst training in preparation for supporting new client.
• Assisted in coordinating client outage resolution activities including facilitation of outage related conference calls and end user communications.
• Responsible for day to day operations for all regions as well as primary client facing customer contact including weekly global operations meetings.
• Ensure that all contractual SLAs are met through data analysis of call and ticket volumes and adjusting Service Desk resources, process and procedure to meet those targets.
• Management of client specific knowledge data base to provide agents with the most up to date technical and process knowledge.
• Performed secondary supervisor role for support of other CIBER clients including scheduling, training and outage coordination activities.
• Developed and advised on standard process and procedures for supporting sites in different countries/time zones.
• Managed team of remote workers in different states/countries.

Confidential

Key Accomplishments:

• Upon arrival, three of the four analysts on the help desk were scheduled to leave for other groups within the firm. Successfully replaced all three analysts with trained new hires.
• Molded the newly established team into a more technical help desk, replacing the previous team that was mainly focused on only routing calls.
• Perform call monitoring to ensure professional interaction with users and monitor trouble ticket content to accuracy.
• Completed course in ITIL foundations and applied many ITIL concepts to our help desk structure, particularly incident and problem management concepts.
• Problem Management lead role with tasks including major incident review meeting to analyze root cause and develop countermeasures to prevent recurrence. Meetings also reviewed effectiveness of any preventive actions taken to assess any progress made.
• Conduct a monthly meeting with representatives of all business units to hear their issues/concerns regarding IT as a whole and facilitate making changes with the various IT teams involved.

Confidential

Key Accomplishments:

• Telephone support for all technology related issues, including but not limited to desktop/laptop troubleshooting and problem resolution, MS Office related questions and problems and active directory login and permissions issues.
• Developed and implemented problem tracking practice and procedure to ensure all trouble calls were properly tracked and resolved to customer satisfaction.
• Updated and created support documentation for new and existing products supported by the help desk.
• Commended for professional customer service level and received excellent customer feedback.
• Established a higher bar for problem resolution and customer service leading by example.
• Audited login accounts on mortgage processing system allowing me to remove many accounts that were still being billed to the firm.