Call Center Manager or Technical Support Manager or Project Mana

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Christine L Smith 48115 Fairchild Macomb, MI 48042 586-329-1139 - home 586-484-2488 - cell [email protected] Employment History: H & R Block December 2002 - Present TSC-East Associate Manager Responsible for: * development & management of technical call center supporting 4000+ H&R Block o ffices including: * scheduling of call center staff through analysis of trends in problem type & call volume; adjusting staffing to correspond as needed * managing labor budget while maintaining adherence to SLA * tracking & monitoring all common call center metrics, including performance, q uality surveys, call length & answer time * administration of company policies & procedures * ensuring that accurate records are kept pertaining to call center staff * working with other TSO entities & staff to load balance call volume over each week among 6 call centers operating across 6 time zones * devising creative strategies to recruit, train, motivate & drive excellence in support center, in a seasonal environment with ever-changing needs (we have mai ntained #1 in client service excellence survey the past three years among 13 TSO s) * reporting on call center metrics, statistics & tracking to other FTMs, upper m anagement, & corporate entities on a daily/weekly/monthly/yearly & ad hoc basis * day-to-day management of 40+ staff, including 3 dispatchers, 2 admins, 4 leads & supervisors, 30+ full & part time technical support specialists, 2 telecomm s upport specialists * maintaining 90% first call resolution, 85% telephone/remote resolution, 95% se rvice availability * significant contribution to committees on developing TSOs & call centers withi n H&R Block, including training, certification, standards, call prevention, tren ds, SLA, & others * developing/recruiting/training/managing field tech team for local Detroit metr o offices * management of project during December 2009 to expand coverage, including reloc ating call center & accept responsibility for supporting franchise offices (addi tional 700+ locations) * currently planning expansion to cover another 1000+ offices while streamlining support process & managing reduction in labor budget (this is a seasonal busine ss, so it is an ever-changing environment) Promoted from RDC Field Service Technology (Team Leader) Responsible for: * responding to, resolving, & documenting IT help desk calls for 395 Michigan t ax offices * dispatching calls to ~40 appropriate team members statewide * directing related help desk activities (entering calls in ticket system, track ing & following up on trouble tickets, creating & generating reports, resolution of client satisfaction issues, etc.) * day-to-day operational supervision of projects, including office setup & break down, training setup, telephony projects, etc. * hands-on, telephone, & remote technical support of hardware & software Promoted from Tax Professional/Team Leader

Responsible for: * all aspects of office productivity & profitability * preparation of tax returns in a high-volume teamwork environment * client assistance, sales calls, & follow-up Watson Wyatt Worldwide September 1997 - June 2001 IT Team Leader Responsible for: * management of IS teams in four separate locations (Minneapolis, Detroit, Hous ton, Dallas) & their direct reports of 20+ staff & 1300 desktops in a consulting environment * evaluation of new products in working environment * regional IT staffing & region-wide IT budgeting ($3.5m annually) * national online training for all IT staff * regional task force for Help Desk implementation Managed multiple regional projects such as: * mail platform migration * establishment of SLAs & VPN implementation * office renovations, build-outs, & moves (data center responsibility) * 80% USA travel Promoted from IT Manager Responsible for: * data center & computing support services for Detroit/Southfield & Grand Rapid s offices * leadership of 11 IS support staff & 220+ clients * $1m annual budget * 25% USA travel Lear Corporation May 1997 - September 1997 Help Desk Supervisor/Site Manager Responsible for: * management of 5 corporate Help Desks at major automotive supplier * coordinating efforts toward consistent support environment, with Lear & contra cted staff * supervision of both first & second level support staff on LAN team * writing Help Desk procedures for corporate Intranet * monitoring & administering Help Desk software * coordinating new implementations in both server & desktop environments * resolution of client satisfaction issues Source One Mortgage Service Corporation October 1994 - April 1997 Computing Support Services Manager Responsible for: * management of up to 18 staff members, both technical & non-technical, in suppo rt & production environments at a banking institution * IS Help Desk, second level field support, & project implementation * maintaining a professional working environment within a growing computing supp ort & Help Desk organization * interfacing with clients, vendors, & executive management to make decisions co ncerning computing alternatives for 1300-employee corporation * managing multiple IS projects * managing $1.3m annual budget Promoted from Help Desk Supervisor Responsible for: * supervision of Help Desk & second level field support teams

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processing & analysis of statistics for month end reports development & administration of customer satisfaction survey research & development of proposal for upgrading Help Desk software technical documentation & procedures for Computing Support Services served on IS Standards & Procedures committee

Computer & Network Systems, Inc. April 1990 - September 1994 Sales & Support Manager Responsible for: * development of wholesale computer sales territory from $0 to $1M+ in one year * management of sales team of both retail & wholesale computer sales staff * major Involvement in advertising, marketing, & direct mail * development of corporate literature & production of monthly product catalogue * all aspects of sales - cold calling, lead qualification, credit-worthiness ana lysis, client needs analysis, aftermarket support, collections Value Computer October 1988 - April 1990 Sales Manager * managed sales team of 4 in small retail computer storefront * custom-built PCs & installed networks for clients * provided training & support for staff & customers * interfaced with vendors; negotiated pricing in order to purchase PC hardware & software Crwth Computer Courseware October 1986 - September 1988 Senior Technical Support Analyst * supported clients in implementation, management, evaluation of CBT (computer b ased training) products for both mainframe & PC environments * served on software test teams. * interfaced with clients in both pre- & post-sales presentations Education: Michigan State University, B.A. in Social Science Skills & Abilities: * Strong written & verbal communication skills * Excellent soft skills, able to interact well with others on all levels * Proven track record in call center & IT management * Proficient in MS Office, MS Operating Systems, & most common office software & hardware * Organized, analytical, strategic & creative thinker, problem solver, & solutio n implementer * Adaptable to ever-changing needs of business environment * Familiar with VOIP call-center telephony, metrics, & reporting * Highly motivated, reliable, self-starter, quick learner, requiring little supe rvision * Strong work ethic, high achiever, able to think on the fly Other Information: * US citizen * Able to travel &/or relocate for work

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