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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 - 01/2014GXSTampa, 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
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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

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