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Manager Resume Example

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MANAGER
Summary

Quality-focused Support Manager prepared to leverage 3 years of experience in new role with room for advancement. Background includes successful management of Cisco support engineering. Enthusiastic about improving quality and effectiveness of services.

Skills
  • Team leadership and development
  • Coaching
  • Service Now Administrator
  • Microsoft Word, Excel (including V-lookups and Pivot Tables), and PowerPoint
  • Great communication skills
  • Account Management, Oracle
  • Accounting system, Oracle Financial
  • Problem solving skills
  • Process Improvement
  • Project Management
  • Business operations, Quality
  • Customer service, Strategy
  • Customer support, Troubleshooting
Experience
Manager03/2018 to CurrentTTECAustin, TX
  • Managing eighteen Tier 1 and Tier 2 engineers that support and troubleshoot issues with Cisco Enterprise Software and Hardware.
  • Coaching and mentoring engineers to improve quality of customer service as well as ensure adherence to Incident and Event Management processes.
  • Implemented multiple process changes to improve efficiency and efficacy of Incident and Event Management and successfully decreased violations of Service Level Agreements between TTEC and their clients.
  • Working in partnership with Account Management to provide statistics, measurements and trends showing the customer service provided by the External Support Organization to include success percentage of Service Level Agreement via data export from ticketing system Service Now as well as provide billable hours true-up via data export from Oracle Financial Project Management application and ticketing system Service Now.
  • Wrote and published several Knowledge Base Articles utilized by all tiers of support teams for client specific processes.
  • Promoted to Manager within two years of employment with TTEC.
  • Successfully on boarded fifteen employees at multiple TTEC and client sites.
  • Traveled to Sydney, Australia to provide customer support to newly acquired clients in Australia.
  • Traveled to San Jose, Costa Rica to on-board and train six employees establishing TTEC Digital presence in Central America.
  • Coached new team members on job tasks and performance strategies.
  • Coordinated, led and executed training presentations to drive product awareness and sales.
  • Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives.
  • Trained current employees on additional job positions to maintain coverage of roles at all times.
  • Executed new training initiative to improve skills and develop leaders from within.
  • Communicated and coordinated with multiple departments to achieve top results.
  • Assessed risks in relation to vendors, manufacturers and suppliers to assist upper-level management.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Gave input on how to improve training and employee productivity.
Global Service Desk Team Lead03/2016 to 03/2018TTECAustin, TX
  • TTEC formerly eLoyalty, a TeleTech Company.
  • Supervised seven U.S.
  • Based service desk analysts as well as four to six service desk analysts in the Philippines.
  • Maintained a 24x7 service desk function so as to provide effective and efficient proactive and reactive services by ensuring service desk staff implement Incident Management process to restore normal service operations as quickly as possible to minimize adverse impact on business operations of the customer.
  • Analyzed and reviewed service performance against Service Level Agreements that were agreed upon between eLoyalty and their customers to target actions and improve the service level of the Service Desk Team.
  • Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.
Manager06/2013 to 03/2016Signature Bridal SalonAustin, TX
  • Promoted to manager within two and a half years of employment and successfully trained ten employees.
  • Managed sales floor staff of up to six during peak hours of operation and was responsible for ensuring that employees were maintaining and exceeding sales goals consistently by 100% to 120% above target.
  • Recognized as top 10% seller and garnered unsolicited praise from upper management and clients.
  • Created the accounting system and financial control procedures for the company.
  • Completely revamped the client billing system that resulted in a decrease of debts owed to the company by 50%.
  • Researched past due invoices and partially paid invoices to assist with the collection of bad debts as accounts receivable point of contact.
  • Collaborated with storeowner on merchandise purchasing, planning and promotional strategy to maximize sales volume.
  • Learned complex Point of Sales system to accurately and efficiently place customer orders with vendors.
  • Advised customers on new styles, fashion trends, and product features.
  • Developed close and personal relationships with clients to ensure customer loyalty and retention.
  • Ensured the highest levels of customer service and satisfaction.
  • Designed ads targeting existing customers and created speculative ads targeting prospective clients.
  • Researched prospective clients to determine viable customers to surpass sales quotas and identified potential customers for upcoming special advertising sections.
Education and Training
Bachelor of Arts: International Relations and Global Studies, European Studies2015University of TexasAustin, TX
  • Twenty-four credit hours in Spanish coursework.
  • Capstone graduation thesis on Market Internationalization of the Spanish company Zara
Study Abroad Program2012Universidad de CantabriaSantander, Spain, Spain

Coursework includes Spanish for Business and Spanish Art

Languages

Advanced Spanish

Certifications
  • ITIL® Foundations
  • ITIL® Service Strategy
  • ITIL® Service Design
  • ITIL® Continual Service Improvement
  • ITIL® Service Transition
  • ITIL® Service Operations
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Resume Overview

Companies Worked For:

  • TTEC
  • Signature Bridal Salon

School Attended

  • University of Texas
  • Universidad de Cantabria

Job Titles Held:

  • Manager
  • Global Service Desk Team Lead

Degrees

  • Bachelor of Arts : International Relations and Global Studies, European Studies 2015
    Study Abroad Program 2012

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