PROFESSIONAL SUMMARY

15 years professional experience in operations, relationship management & customer support at a national level, with over 7 in a senior position. A manager who focuses on customer service and satisfaction, while never losing track of business needs. A confident and effective communicator of ideas, processes and most of all solutions. Successful implementor of new programs and procedures that improve performance while maintaining or even reducing costs. A leader always ready to mentor as well as learn. A self-motivated professional that enjoys a fast pace and new challenges. Given the right opportunity I would be willing to relocate from Plano, Texas.


EXPERIENCE

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