Customer Care Manager Resume , McLean, VA - Hire IT People

SUMMARY:

Results - oriented professional in customer service and call center management. Proficient in strategic planning, process improvements, analytical and conceptual problem solving. Developing and managing highly proficient teams to deliver consistent results in rapidly changing environments. Proven ability to direct end user support and customer service to improve overall performance and deliver complete customer solutions.
Staff Management Call Center Operations Client Relations Process Improvements SaaS Support Staffing Six Sigma Certification Start-up Operations Team Leadership Supply Chain Logistics Quality Assurance Project Management Procedure Development Inventory Control Change Management

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, McLean, VA

Customer Care Manager

Responsibilities:

Hired and managed a team of seven customer service representatives who specialize in accounts payable and accounts receivable automation.
Serviced over 100 clients who collectively submit over 18,000 cases per year.
Created and maintained process and procedure documentation for representatives to reference for efficient troubleshooting of technical issues.
Responsible for the successful conversion of the support ticketing system from Microsoft Dynamics CRM 2011 to Zendesk.
Instrumental in the reduction of case backlog by over 80% to 200 cases.
Implemented customer satisfaction surveys, achieved 98% customer satisfaction.

Confidential, Dulles, VA

Customer Service Manager

Responsibilities:

Managed and directed a team of over 200 multinational personnel including Customer Service Agents, Ramp Guides, and Team Leads to oversee more than 200 flights daily.
Responsible for meeting and exceeding operational performance and measurement guidelines, customer/client interactions, staffing schedules, customer service delivery, complaint resolution, facilities management, incident tracking, process flows, and safety standards.

Confidential, Silver Spring, MD

Project Team Lead

Responsibilities:

Directed a team of ten IT professionals for the Loudoun County Public Schools Dell computer deployment program.
Project consisted of replacing old Dell desktops and laptops with new equipment, including over 10,000 components (computers, monitors, printers).
Project required migration of key business data, setup of new equipment in Active Directory, mapping of network drives, set up of printers and network, testing of system access to proper domain resources.
Completed project in advance of specified schedule.

Confidential, Arlington, VA

Customer Service Manager

Responsibilities:

Managed complete day-to-day customer service operations and extensive product line support.
Researched and recommended customer experience management process to senior management incorporating knowledge base, account tracking, and inventory management to improve client satisfaction, enable high quality support, and allow product selection and recommendations.
Directed post manufacturing unit tracking, logistics, shipping, and product quality to support optimal customized hardware and software solutions to customers.
Managed, monitored, and supported on site and remote installation and troubleshooting of hardware and software to ensure optimal performance and connectivity.
Evaluated and recommended the selection of new support hardware products and software products to continually optimize support objectives and gain customer loyalty.
Documented optimized system requirements for both internal and external customer support to increase product performance.

Confidential, Vienna, VA

Customer Support Manager

Responsibilities:

Designed, implemented, and managed all customer support and troubleshooting protocols for an encryption software start-up company.
Championed multiple methods of service to customers via telephone, email, and fax to attain high-level customer satisfaction rates.
Researched, evaluated, and recommended implementation of knowledge base and call tracking systems to improve support team response time, resulting in a 50% reduction in customer call times.
Designed innovating product tracking methodology that enhanced customer product deliveries and eased warranty registration processes.
Evaluated and made recommendations on completed projects to ensure goals and quality service standards were achieved and upheld.