Help Desk Support Lead Resume

SUMMARY OF QUALIFICATIONS

An accomplished, results driven Customer Service Management Professional with 29 years of corporate, military and management experience providing top - quality service in the telecommunications, software sales and IT/technical support industries; quite adept at utilizing my service professionalism in any industry. A motivated leader and team player with a record of consistently exceeding expectations, delivering exceptional quality assurance, boosting efficiency and contributing to revenue growth. Strong focus on personal and business development, excellent communication, organization, leadership and problem solving skills. Dedicated to achieving customer satisfaction, customer loyalty and retention strategies as well as meeting or exceeding company expectations. Comfortable working in a fast-paced environment and competent at multi-tasking. Energetic and enthusiastic self-starter ready to take on new opportunities and challenges.

CORE STRENGTHS AND COMPENTENCIES

SalesForce, Cybersource, Admin Dashboard, Cloud Computing, Webshop Manager/BizDesk Support (proprietary), Tivoli, Win XP/7, Microsoft Word, Excel, SharePoint, Visio, PowerPoint, Google Docs, ShoreTel Communications, Cisco Telcom

PROFESSIONAL PROFILE

Confidential, Help Desk Support Lead

MANAGEMENT

Managed processes within the call center and made changes to maximize the efficiency and effectiveness of call center associates’ efforts; including identifying opportunities to drive and improve operational performance, overseeing, designing and documenting process workflows.
Worked with Technical Assistance Center (TAC) to identify root causes of operational performances below company standards then created action plans to improve results within the next measured period.
Performs all duties inherent in the role of a Manager including hiring, termination, review, and development of associates.
Managed and maintained quality assurance records.
Provided logistics coordination for Field Operation Managers across the United States.

LEADERSHIP & TEAMBUILDING

Drove the culture in the call center to ensure unity of the company vision and fulfillment of the department mission.
Lead, coached and trained a multi-functional team of Tier I and II customer service representatives and process support analysts.
Team handled an average of 3500 inbound and 500 outbound calls on a weekly basis with a 95% first call resolution rate.
Diagnosed and provided ongoing technical assistance to ensure the team’s timely response to all customer inquiries regarding product information and distribution of services, support, pricing and availability.
Managed domestic and international shipping, receiving and inventory.
Provided Tier II support for e-learning, V-Labs and Performance Based Training (PBT).
Participated in special projects, such as serving as lead on product innovation team and performs additional duties as required.
Maintain a current knowledge of new releases, bugs and issues and communicate updates with team.
Troubleshot and resolved technical product related issues for e-Learning corporate accounts.

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