Account Service Team Manager Resume Norcross, GA - Hire IT People

SUMMARY

An experienced and highly organized Telecom Professional with 16+ years’ experience, a Bachelor of Science Degree in Business Administration and solid skills in telecom system administration, technical training, and sales, seeks telecom and/or IT consulting or management position.
An enthusiastic team player skilled at effectively identifying and resolving problems of fortune 500 organizations.
Strong sales and management skills gained through leading management experience and as an independent contractor.
Adept at relaying highly technical information to clients in understandable terms.
Recognized for outstanding leadership and ability to motivate teams during new process implementation.
Strong communication and interpersonal skills developed through experience as a training instructor.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential, Norcross, GA

Account Service Team Manager

Responsibilities:

Account Service Team Manager supporting customer base responsible for an average of more than $28Million annual maintenance revenue.
Provide direct supervision to 6 Nortel Maintenance engineers responsible for monitoring maintenance alarms and completing software updates on Nortel CS1K and BCM Systems.
Provide direct supervision to 14 Confidential Maintenance engineers responsible for monitoring maintenance alarms and completing software updates on Confidential Aura Communications Manager, Messaging, Contact Center and Modular Messaging systems.
Respond to customer escalations and provide solutions by coordinating the right teams to resolve complex customer issues which may include issues with systems, software availability or converged voice solutions.
Analyze weekly metrics to determine success of team productivity and ability to meet the customer’s expectations.
Deliver web based training of new policies and procedures.
Partner with customer onboarding team to assure that all customer needs are addressed prior to the beginning of contract, and to assure that we align maintenance engineers with the customer requirements.

Confidential, Norcross, GA

Confidential System Maintenance Engineer

Responsibilities:

Provide remote maintenance support for Confidential Aura, Confidential Aura Messaging, Confidential Definity, Intuity Audix (LX), Modular Messaging and Confidential s8000 series telecom and voice systems.
Perform routine system back - up, reset, restore and/or other administrative changes to support maintenance of the system.
Complete basic system changes to support customer request for call center enhancements, system relocations and upgrades.
Analyze reports of system performance to determine level of interaction required for repair or enhancement.
Perform system tests and remote repair of media-gateways supporting telecom, voice messaging, and data systems in multiple locations.
Perform management support duties for up to 20 employees 3 weeks per quarter as Technical Support Manager on call.

Confidential, Atlanta, GA

Realtor

Responsibilities:

Successfully sold greater than $2.7M in real estate, as listing and/or selling agent during 2006, qualifying as Million Dollar Club Realtor.
Support marketing efforts of the company by developing methods and procedures to make the process operational.
Track and monitor sales reports to assure achievement of established quarterly sales objective.
Designed marketing flyers and brochures to support company branding.

Confidential, Atlanta, GA

Customer Relationship Manager

Responsibilities:

Managed daily operations for Customer Service Organization supporting six national distribution centers.
Trained new Customer Service agents to support order and billing activity for national distributors.
Monitor and track sales and order trends averaging greater than $23M in annual revenue projections.
Support marketing efforts of Telecom equipment distributors by developing methods and procedures to make the process operational.

Confidential, Atlanta, GA

Global Training Manager

Responsibilities:

Organized National project team to support corporate restructure, shifting from 6 Global Call Center to 2, using CRM Technology strategy.
Developed Career Progression Plan to support leadership development and employee retention objectives for 700+ management employees.
Developed training program for new customer service outsourcing entity of Confidential supporting $2M potential revenue.
Developed and maintained web pages providing information related to re-organization of Global Customer Care.