Posted by on August 05, 1997 at 14:20:02:
OBJECTIVE
A Management position in a Technical Support or Customer Service organization where I can use my industry knowledge to implement a World-Class Service operation.
PROFILE
Ø Ten years of Managerial experience in technology and operations.
Ø Three years hands on experience with Win 3.x, Win 95 and Macintosh.
Ø Successful experience with a proven track record in all areas of Management.
Ø Initiated many successful plans to improve customer service and decrease costs.
Ø Controlled transition of Technical Support and Customer Service groups in Canada and USA.
EXPERIENCE
Kensington Technology Group & Day-Timer Technologies September 1994 - Present
San Mateo, California
CUSTOMER SUPPORT MANAGER: Hired to launch the Day-Timer Organizer (DTO) software program. Responsible for all aspects of DTO support. This program is now the Number One seller in the Bay Area and Number Two in sales in its class.
* Directing a group of two managers, 30 Technical Support Representatives, four Customer Service Representatives (supporting PC and Macintosh Operating Systems and Networks) and four other office employees. Responsible for hiring and training of all employees in technical support groups, as well as staffing Kensington and Day-Timer Technologies' QA and MIS Departments.
* Control of a $3 Million Budget through proper scheduling of employees, setting of goals, implementing automated and electronic support and monitoring purchases of hardware and supplies.
* Responsible for technical information and customer support on websites for Kensington and Day-Timer Technologies.
* Implemented automated technical support with Voice Response Unit, auto-response email and fax response system.
* Completed installation of new order entry system and training of Customer Service Representatives on the system.
* Participated on the team to implement Shared Cost Support for our Day-Timer software.
ACHIEVEMENTS
Þ Software Support Professionals Association (SSPA) Report completed in June 1996: I received outstanding recognition for the performance and positive attitude of the technical support group. My Technical Support group has maintained support levels better than the best in Class as outlined by the SSPA and the individual employee's performance was 29% better than industry averages. Customer Satisfaction was 83% positive with 50% of retail customers rating Technical Support as Excellent. This was achieved at a cost 40% below industry averages.
Federal Express Corporation November1987-October 1994
San Francisco, California
CUSTOMER SERVICE/OPERATIONS MANAGER: Overall responsibility for PM Operations in addition to managing a staff of 30 employees, including Customer Service Representatives and Couriers. In this position, I provided detailed planning for proper configuration of trucks for appropriate flights, which reduced costs due to improper sorting and staging of freight.
* Restructured all pick up routes for South of Market in San Francisco by creating a Quality Action Team made up of Dispatch, Couriers and Managers for this area.
* Implemented late night delivery routes.
* Visited customer locations on a monthly basis to ensure satisfaction and to ascertain how we could improve our service. During peak seasons or during a time when customers had special needs, coordinated special pick-ups that would meet their needs and fit into flight schedules.
* I applied the "Best Work Practices" and cross-trained new employees as well as long-term employees, to improve performance.
ACHIEVEMENTS
Þ Took a problem location with 48 Customer complaints a month; reduced that to under two a month by implementing Quality Action Teams to determine the root causes.
Þ Decreased PM Operation flight delays by 53% with the implementation of new structured pick up routes.
Þ Achieved a rating of 94% in my annual review done by Federal Express employees; the highest ever at that location.
Promoted to Customer Service/Operations Manager in October 1990, after completing the Leadership Evaluation and Awareness Process required by Federal Express for management positions.