Customer Service Manager or Call Center Manager or Technical Sup

Professional Experience: Confidential San Diego, CA 3/06-Present Technical Customer Support Manager * Taking full charge of the customer service function in our company from both a n individual contributor perspective as well as a managerial perspective. * Manages team of 10 within the Customer Service/Call Center department. * Oversee and manage all customer service contacts for online services, which in clude answering emails, customer service tickets, incoming phone calls, voicemai ls and online chat. Handle both "pre-sales" and "post-sales" customer inquiries . * For pre-sales calls, answer questions about our products, touting their benefi ts and encouraging prospective customers to purchase the product. For post-sale s calls, answer questions about our products, fielding customer complaints, prov iding technical assistance to customers, researching issues they report, and wor king toward finding solutions to those problems. * From a managerial perspective, "own" the customer service department, fully re sponsibility for the successful day-to-day operations of the customer service ar ea. Evaluate, update and enhance current processes, procedures, policies, method s & tools. * Identify and report potential technical problems indicated by customer inquiri es, for reporting in company meetings any issues, trends or patterns we see in c ustomer service, that effect our business both positively or negatively. .

IBM-Rational Software

Sunnyvale, CA/Boulder, CO 06/00-07/04 Lead Technical Support Representative * Logged and worked software issues reported by customers from opening to resolu tion. * Researched and worked with several other teams in our department as well as De velopment and Quality Assurance groups to resolve customer reported issues. * Tested new software releases, upgrades, patches, and hot fixes. * Regularly tested integration of all Rational Suite products. * Maintained a test environment for testing of any customer configuration. * Relocated to Boulder to assist with development of new Technical Support Offic e. * Assisted with hiring and training of a new Technical Support Team in Boulder, CO. * Acted as a liaison between Boulder team and Boston team. * Attended job fairs for recruiting purposes. * Interviewed candidates. * Prepared and delivered training documents to new hires.

Rational Software

San Jose, CA 08/98-06/00 Senior/Lead Customer Support Representative * Managed team daily task schedule including phone coverage, report running and other project time. * Produced monthly phone and database reports for all teams in Technical Support Department. * Assisted with development of training materials and process for Customer Suppo rt Team. * For a period of time I acted as manager to the team of 4 and reported directly to the Director of Technical Support. o Went over weekly reports and goals and assisted with setting the following wee

k's goals. o Determined if the team could take on new responsibilities to assist the other Technical Support teams with their customers. o Assisted with irate customer calls, and made call backs to those customers who responded negatively to our Customer Satisfaction Surveys. o Handled all customer complaints at this level. o Recruited, screened and interviewed applicants for open positions in Technical support. o Trained all new hires to the Customer Support Team o Assisted with writing and giving annual reviews. Rational Software San Jose, CA

02/98-08/98 Administrative Assistance/Customer Support Representative Professional Skills: * Customer Service * QuickBooks * Microsoft Office * Crystal Reports * Lawson 9.0 * Microsoft Publisher * Microsoft Visio * Lotus Notes * Lotus 123 * PeopleSoft * AutoCAD * Siebel * Vantive * OSTicket