SUMMARY:

• Forward - thinking, highly analytical leader accomplished in ensuring exceptional customer service, growing accounts through sales, enhancing customer satisfaction, and solving tough problems.
• Influential, adept communicator with demonstrated expertise in call center management, coupled with solid interpersonal, negotiations, and motivational skills to propel employees forward to excellence and gain buy in from all levels of the organization.
• Proven high achiever; honored with the Confidential Excellence Award
• Accomplished in project management and experienced on the use of workforce management and CMS tools. Additional areas of expertise include:
• Call Center Management Confidential CMS/IEX knowledge Workforce Management Vendor Management Project Management Training Process Improvements Contract Management Performance Enhancements Relationship Building Customer Service Cross-Functional Collaboration Team Building Business Planning

TECHNICAL SUMMARY:

Tech-savvy and insightful; strong knowledge of SharePoint site design and management, 3rd Party Call Center solutions, workforce management tools, and Confidential CMS and Microsoft applications. Microsoft Certified Professional with strong Windows knowledge

PROFESSIONAL EXPERIENCE:

Confidential, Irving, Texas

Operations Manager

Responsibilities:

• Partner with Fujifilm to support largest customer. Work directly with Fujifilm account team and leadership
• Designed metrics to monitor help desk agents and provide coaching and leadership for group
• Work with training to keep help desk agents up to date on latest Fujifilm photolab equipment
• Work with Confidential executives to supply top level support to retail locations across the U.S.

Confidential, Frisco, Texas

Director, Support Services

Responsibilities:

• Rebuilt and designed call center to support merchants
• Designed metrics to monitor call center agents and provide coaching and leadership for group
• Work with executive management for reporting and presentation of goals and accomplishments for the company
• Spearheaded initiation to retain customers by providing new marketing strategies

Confidential, Plano, Texas

Manager, Customer Management/Logistics

Responsibilities:

• Redesigned order desk call center and doubled the workforce to handle managed services contracts.
• Handled approximately 104,000 RMA requests per year.
• Managed key accounts during stressful period of merger with Nortel.

Confidential, Plano, Texas

Sales Operations Manager

Responsibilities:

• Played a pivotal role in launching the new call center in support of resale partners.
• Delivered key leadership to a dynamic team of geographically dispersed call center managers.
• Provided insight on meeting facilitation, coaching, and conflict resolution to develop managers.
• Equipped call center representatives with the right skills to excel by designing an effective training program.
• Maximized operational processes and heightened customer satisfaction via the development of innovative call center programs.

Business Care Manager

Confidential

Responsibilities:

• Delivered exceptional customer service.
• Managed cellular and data services on a day to day basis.
• Engaged existing enterprise customers and contributed to the successful sale of new services and upgrades.
• Achieved higher levels of customer satisfaction working together with the sales team.
• Facilitated contract analysis and service performance analysis through monthly and quarterly meetings.

Confidential, Austin, Texas

Team Lead

Responsibilities:

• Played a key role in bolstering customer satisfaction to the highest levels by providing Business Care Managers with training, strategies, and support, working with sales leaders.
• Strengthened synergy between the Corporate Care and Sales functions through proactive participation in monthly meetings and planning with GM/VP and sales managers.
• Won new business and grew existing accounts by engaging key decision makers within enterprise customers.

Confidential

Supervisor - National Support Center

Responsibilities:

• Oversaw performance and delegated tasks to 32 employees spread out across multiple teams, supporting more than 25,000 end users.
• Led team in delivering top support for hardware, operating systems, network issues, proprietary/non-proprietary software applications.
• Advocated and facilitated career development for team members.
• Orchestrated meetings with upper management, peers, and subordinates.
• Championed disaster recovery across the enterprise in support of long-term business objectives by contributing to the design and implementation of the Disaster Recovery Plan and ensuring continuous operations of the Disaster Recovery site.
• Appointed to serve as the Director of Building Emergency Action Team.
• Delivered optimal IT support in including hardware, operating systems, and network connectivity issues.
• Entered company serving in this role and was quickly promoted to Supervisor position as a result of demonstrated leadership and proven initiative.

Confidential, Allen, Texas

President/Owner

Responsibilities:

• Grew the organization as a Confidential Authorized Service Agency, hiring and building a team of 21 customer service technicians to deliver service to Confidential customers.
• Spearheaded all business operations and functions, including budgeting, financial analysis (business and industry), hiring, training, payroll, and tax planning. Promoted performance excellence among the team and boosted morale.
• Conceived the vision for the business, authored the business plan, developed the start-up strategy, and launched the company from the ground up.
• Secured 1 of 5 total individual service agency contracts with Confidential Corporation in the Dallas Ft. Worth area.
• Managed relationships with highly visible companies such as Texas Instruments, Raytheon, and JC Penney and Confidential sales executives serving in a liaison role.

Confidential, Irving, Texas

Customer Service Engineer

Responsibilities:

• Supported technical issues for multiple customers in an assigned territory of 130 mid-volume copiers.
• Traveled to perform preventative and non scheduled equipment maintenance, ensuring customer satisfaction.
• Contributed to the success of a dynamic team renowned for meeting goals and business objectives.
• Honored with the competitive Confidential Excellence Award for outstanding performance and team contributions.