Solutions-focused leader specializing in driving business growth, building solid teams, creating strategic initiatives, providing world-class customer service, and cultivating a strong brand image with superior

quality eager to offer 11+ years of experience toward maximizing an employer s bottom-line results.

 

 

         Integral leader who offers proven experience in large-scale operational optimization, including designing, developing, and implementing solutions-driven programs, policies, and procedures to achieve continued key growth and profitability.

         Top performer who excels at analyzing end user / client needs, identifying lucrative business opportunities, defining strategies for capturing new customers and developing a client base, and attaining solid leveraging in competitive markets.

         Ambitious self-starter who supports quality staff recruitment that encourages diversity, low turnover, and high company loyalty, along with successfully planning, prioritizing, and managing various team tasks within deadline-oriented situations.

 

 

Strategic Analysis / Planning    Organizational Development    Project / Program Management    Team Building / Training Processes

Process Improvement    New Business Growth    Team Workflow Prioritization    Policy / Procedure Development

Account Management    Regulatory Compliance    Trends Tracking / Analysis    Client Escalations / Resolutions

 

 

Account Manager

 

         Utilize broad scope of industry knowledge and dynamic business acumen toward handling high-volume client account relations, including responding to incoming calls, providing key product training, and troubleshooting technical issues.

         Ensure seamless IT processes by assisting project managers with initial site implementation, providing ongoing product and technical support and follow up efforts to the client post launch, and reporting software bugs to development teams.

         Interface among business groups to promote products and services and educate clients on pricing and contract terms.

 

Key Achievements

  Selected as a Virtual Job Fair (VJF) Subject Matter Expert and managed all non-client VJFs, including single-handedly creating a best practices document used internally and provided to clients during VJF processes.

  Recognized for an excellent track record of consultative sales for add-on sales of products and services offered, along with contributing strong communications skills toward delivering noted proactive customer service.

 

Help Desk Manager

 

         Strategically steered training / development and workflow processes design / management for Tier 1, 2, and 3 help desk engineers, including organizing and implementing efficient request handling and escalation policies and procedures.

         Coordinated and managed comprehensive IT support activities encompassing software / hardware installations and upgrading, along with facilitating state-of-the-art file backups and multiple systems and applications configurations.

         Documented, communicated, and rolled out help desk policies and procedures and identified key performance metrics.

         Analyzed help desk tasks, identified problem areas, documented resolutions, and delivered quality service enhancements.

         Visited client sites to establish and maintain professional relationships while guaranteeing top-notch services support.

 

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Help Desk Manager (Continued)

 

Key Achievements

  Served as Project Manager for new client on-boarding and implementation processes.

  Improved help desk operations by overhauling a documentation binder and building valuable relationships with help desk representatives to attain several recommendations from co-workers and subordinates.

 

Customer Support Manager

 

         Applied solid leadership talents toward directing a top-performing customer service team, including planning and prioritizing workflow to maximize use of resources and meet goals, and facilitating weekly customer support meetings.

         Expertly handled all training / development of new staff, annual employee reviews, metrics processing and reporting, and personnel issues related to company policies, as well as handling client calls escalated from the customer support team.

 

Key Achievements

  Supported VP of Client Services with administrative duties to optimize customer support team success.

  Provided IT support to clients using Tax Compliance, Inc. s Property Tax Management System software.

 

Client Services Manager

 

         Led targeted decision-making during product pre- and post-installation periods, including conducting property management training on product utility billing systems, managing and / or developing new accounts, generating reports and performing data analysis, tracking and forecasting trends, and managing billing teams and 3^rd party call centers.

         Coordinated quality solutions to meet and / or exceed customer expectations while streamlining business processes, ensuring retention of clientele, promoting business-to-business development, and delivering technical problem-solving.

 

Key Achievements

  Created documentation for a 3^rd party customer call center and conducted on-site training sessions which led to increased customer satisfaction, along with personally winning back many previously dissatisfied customers.

  Achieved numerous client commendations and letters of recommendation from C-level staff and co-workers.

 

Manager Application Management & Support

 

         Drove business growth by effectively recruiting, training, and managing a team of call center analysts, software support analysts, and registration analysts in daily operations of technical and registration help desks, including designing and implementing help desk policies to direct customer service and user communications for 40,000+ nationwide users.

         Compiled daily, weekly, and monthly statistics and reports for internal program and client program management staff.

 

Key Achievements

  Received rapid promotion from help desk application support role to management-level position based on strong customer service abilities and natural leadership skills which were instrumental in maximizing success.

  Grew the help desk from four support representatives and three senior support representatives to 12 representatives and eight call center representatives, including seamlessly integrating staff members into the team to triage calls and follow simple scripts which freed up help desk staff to resolve higher level client issues.

 

~ Additional Leadership Roles Held Prior to 2000 ~

 

 

Bachelor of Science in Management Information Systems (3.907 GPA)

Cardinal Stritch University

 

Certified Lotus Professional Domino R5 Application Developer Certification

Help Desk Manager Certification Training (Help Desk Institute)