Technical Customer Support Manager Resume Example
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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 - 01/2014Docusign, Inc.Dallas , TX
- 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 - 03/2005Ari Network ServicesCookeville , TN
- 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 - 10/1998American AirlinesCharlotte , NC
- 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 - 01/1994American AirlinesTulsa , OK
- 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 - 01/1994CovanceIthaca , NY
- 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 & LIGHTCity , STATE
- 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 ANALYSISCity, State, 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 CommunicationsCity, State, 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
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Resume Overview
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
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