Technical Customer Support Manager Resume Example GXS

TECHNICAL CUSTOMER SUPPORT MANAGER

Summary

Outstanding Customer Support Manager adept at developing excellent customer relationships looking for an opportunity to bring exceptional team building skills to a management position in a vibrant customer service/technical support department.

Experience

Technical Customer Support Manager04/2005 - 01/2014GXSTampa, FL

Responsible for the customer experience.
Built and managed an elite team of Technical Customer Support specialists dedicated to the support of top revenue, Value Added Network customers.
Managed Custom Applications team in support of a Cash Management application for a large U.S.
Automobile manufacturer.
Remote managed an international Tier 2 Electronic Data Interchange Technical support team.
Matrix managed offshore Tier 1 and Tier 2 teams for multiple services with 24X7 support.
Assisted in integrating the IBM EDI messaging business into the processes and practices of the Global Exchange Services GXS) company.
Reviewed support cases for technical and troubleshooting accuracy.
Lead and assisted in process refinement to improve customer service and support for multiple customers and services.
Resolved customer escalations and concerns with strong analytical, verbal and written communications skills.
Displayed courtesy and strong interpersonal skills with all employee and customer interactions.

Technical Support Manager10/1998 - 03/2005IBMTampa, FL

Managed 24X7 EDI support team as well as several custom network services offerings.
Responsible for the customer experience.
Identified employee strengths and weaknesses and coached them to improved performance based on those inputs.
Addressed all customer escalations for my area and kept customers informed and involved in the issue resolution process.
Reviewed support cases for technical and troubleshooting accuracy.
Lead and assisted in process refinement to improve customer service and support for multiple customers and offered services.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Displayed courtesy and strong interpersonal skills with all employee and customer interactions.

Customer Support Dispatch Manager01/1994 - 10/1998ADVANTISTampa, FL

Managed a dispatch call center for Value Added Networking Services in a company that resulted from a merger between the IBM Information Network and Sears Technology Services.
Integrated department processes and procedures for both companies' initial customer call responders.
Trained new employees and explained protocols clearly and efficiently.
Managed the Automatic Call Distribution software interface on the ROLM telephone system.
Successfully implemented multiple call routing and processing improvements as well as Business Continuity plans and procedures.
Acted as the primary administrator/coordinator for the in house ticketing system.
Adapted several features of the ticketing system to enhance support awareness of unique information/service needs for various customer accounts.
This feature enhancement of the ticketing system supported improved customer satisfaction.

Customer Assistance Representative07/1984 - 01/1994IBM INFORMATION NETWORKTampa, FL

Displayed courtesy and strong interpersonal skills with all customer interactions. Executed outbound calls in response to queued customer requests for service assistance.
Employed excellent analytical and problem determination skills to solve service issues and improve customer satisfaction.
Created new processes and systems for increasing customer service satisfaction.
Planned and implemented fast-path inbound call assistance.
Oversaw the creation and implementation of ticket queue screening for Triage.
Cross-trained and provided back-up for other customer service representatives when needed.

Customer Assistance Representative07/1984 - 01/1994IBM INFORMATION NETWORKTampa, FL

Executed outbound calls in response to queued customer requests for service assistance.
Employed excellent analytical and problem determination skills to solve service issues and improve customer satisfaction.
Created new processes and systems for increasing customer service satisfaction.
Planned and implemented fast-path inbound call assistance.
Oversaw the creation and implementation of ticket queue screening for Triage.
Cross-trained and provided back-up for other customer service representatives when needed.

Programmer-Analyst06/1981 - 06/1984TEXAS POWER & LIGHTDallas, TX

Wrote maintenance COBOL code for existing applications (Payroll, HR, etc.).
Participated in the creation of an online vehicle fleet management system using COBOL/CICS and IDMS database.
The.
project improved efficiencies in vehicle maintenance and streamlined logistical deployments.

Education

1981BBA:University of Texas - COMPUTER SYSTEMS ANALYSISArlington, TX, USAGPA: Dean's list 5 Dean's listCOMPUTER SYSTEMS ANALYSIS Dean's list 5 Dean's list

1979Coursework in Business, Communications, Computer Programming, Distributed Computing and Databases:ARTS - Business and CommunicationsBusiness and Communications

Eastfield College - Business and CommunicationsDallas, TX, USAGPA: Dean's list GPA: 3.5Dean's list GPA: 3.5 Business and Communications

Skills

back-up, call center, Cash Management, CICS, COBOL, strong interpersonal skills, oral communications, Computer Programming, Computer Programming, customer satisfaction, customer satisfaction, customer service, Customer Support, Databases, database, Electronic Data Interchange, EDI, fast-path, features, HR, IBM, IDMS, ITIL, team building, People Management, messaging, Exchange, negotiation, Network, Networking, organizational, Payroll, processes, protocols, routing, Six Sigma, Technical support, telephone, Triage, troubleshooting, unique, vehicle maintenance, written communications, written

Resume Overview

Companies Worked For:

GXS
IBM
ADVANTIS
IBM INFORMATION NETWORK
TEXAS POWER & LIGHT

School Attended

University of Texas
ARTS
Eastfield College

Job Titles Held:

Technical Customer Support Manager
Technical Support Manager
Customer Support Dispatch Manager
Customer Assistance Representative
Programmer-Analyst

Degrees

1981 BBA : University of Texas - COMPUTER SYSTEMS ANALYSIS
1979 Coursework in Business, Communications, Computer Programming, Distributed Computing and Databases : ARTS - Business and Communications
Eastfield College - Business and Communications

Technical Customer Support Manager Resume Example

Resume Score: 90%

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