PROFESSIONAL SUMMARY
Over 7 years of senior management experience with a total of 17 years professional experience in operations, relationship management & customer support; all at a national level. Successful manager of a remote team exceeding 100 employees across 15 states. A confident and effective communicator of ideas and processes. I have significant international experience that provides me the ability to easily relate to individuals from different ethnic and national backgrounds.
EXPERIENCE
Senior Technical Advisor, Apple Computer, Plano, Tx November 2014 - Present
- Work from home office providing technical, customer service and account maintenance support across desktop & mobile
- Process over 24 cases per day with an Average Handle Time of less than 18 minutes compared to 19+ minute average
- Transitioned from entry level representative to senior level in under 7 months and cross trained on multiple platforms
- Lead mentor in Mentoring pilot program to improve on boarding of advisors to desktop support from mobile Support
- Prepare and led team meetings, at times at the last minute
- Primary back-up to team manager on her days off
- Regularly assist Team Manager with administrative duties
- Created a daily e-mail format to keep team updated with information from team manager and AppleCare as a whole
- Encouraged team competition based upon various KPI’s
- Monitor team chats providing guidance and assistance as well as being a go-to source for Advisors needing assistance
- Asked by other team managers to present to their teams on various different subjects to improve efficiency on cases
- Asked by other team managers to mentor specific members of their team with challenged metrics
Social Media Manager, Brave Penny (503c Non-Profit), Frisco, TX (Part-Time) April 2014–Present
- Website creation & management
- Social media monitoring and posting
Manager of Customer Service, Precision Document Solutions, Carrolton, TX August 2006 - January 2014
- Satisfaction of over 400 clients in 60 markets nationwide with an 85% contract renewal rate
- Responsible for Corporate Account Manager, Call Center Representatives and over 100 Field Service Techs
- Partnered with Sales Department on the acquisition of new business, completing RFPs and meeting with prospective clients
- Created and managed training program for new field service employees
- Initiated and managed 24/7 after-hours break/fix national service program
- Deployed in-field service ticketing solution to improve responsiveness and reduce paperwork
- Developed a 2 page executive summary with billing and service statistics most important to client executive management
- Deployed GPS solution to field tech fleet to enable monitoring of fuel usage and accurate time reporting by field
- Monitored SLA’s and KPI’s of call center representatives and field service technicians
- Developed national SLA report and monitored Precision’s daily ticket volume of over 350 new service requests
- Increased field effectiveness by decreasing average response times from 4 to 2 hours and resolution times from 6 to 4 hours
- Reduced in-field inventories by 10% through removal of obsolete items and improving the RMA process
- Periodically reviewed field processes, work flow and paperwork for opportunities to decrease waste and increase efficiency
- Improved and developed new processes for Customer Service Department and Service Department
- Reviewed all new contracts to establish protocols for exceeding required SLA and managing client expectations
- Senior escalation point for client dissatisfaction regarding Precision’s services
- Ensured all clients received quarterly reviews and reviewed opportunities to up-sell Precision’s forms solutions
- Developed strategies to retain at-risk clients including weekly discussions on status of account and any current concern
Projects/Contract Manager, HighPointe Group, Dallas, TX July 2003 - August 2006
- Escalation point for all clients, tenants and contractors 24/7
- Coordinated projects to install all tenant equipment, upgrades and removals
- Managed equipment access for tenants and vendors across all client buildings and towers
- Verification that all contract terms and conditions were continually met or exceeded
- Collection of past due tenant rents and controlled temporary termination of access and/or power if payment not remitted
- Created detailed procedures for rooftop access of client rooftops and towers
- Developed and managed web based database application for tracking all rooftop related contracts, drawings and contacts
- Obtained Certificates of Insurance for all tenants, contractors and sub-contractors
IT Business Analyst II, Fujitsu Network Communications, Richardson, TX October 1999 - February 2003
- Supervised three separate teams consisting of 15 members
- Supervised service desk and incident tracking software, aided in the selection of supporting software applications
- Managed all IT lease contracts for computers, servers, networking equipment and printers
- Managed over $12 million/year in IT related expenditures
- Tracked and managed all client side IT equipment including servers and networking equipment
- Primary liaison between the IT group and 62 remote field offices nationwide
- Chair of PC hardware and software standardization committee for the company and led all standardization efforts
- Tested prospective mobile hardware for sales, management and executive management
- Developed “in-house” web based procurement system for notebooks, desktops and printers
- Reduced deployment time of notebooks, desktops and printers by 90% - including procurement
- Deployed Siebel 2000 as the IT Help Desk ticketing solution
- Earned Management Certificate through FNC training program
IT Operations Technical Writer, Fujitsu Network Communications, Richardson, TX July 1998 - October 1999
- Introduced new IT policies and procedures on behalf of ITG management for all of FNC
- Prepared mobile telecom “Requests For Proposal” as well as all wireless daily operations
- Provided assistance to SAP security maintaining user accounts in SAP
- Reduced wireless mobile communications costs by 50% at FNC
- Reduced wireless mobile communications costs by 1 million/year for all Fujitsu Companies
Editor-In-Chief, Grail Communication, Seoul, South Korea 1997-1998
Conversational English Instructor, Various Institutions, Seoul, South Korea 1994-1998
EDUCATION
Bachelor of Arts, Political Science, University of Tulsa, Tulsa, OK
SKILLS
Customer Support ● Service Ticket Management ● Leadership ● Business Analysis ● Vendor Management ● Operations Management ● Communication (Written & Verbal) ● Presentations & Training ● Problem Solving & Crisis Resolution ● Customer & Vendor Relations ● Project Development ● Process Improvement ● Contract Negotiation ● Metrics Analysis & Management ● Employee Selection and Retention ● Employee Training & Development ● Website Management & Social Media Tools ● Call Center Management
SOFTWARE
- E-Automate
- Microsoft Visio
- Service Now
- Remedy
- Microsoft Windows / Mac OS / iOS / Android OS