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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 678-398-0825


Summary of Qualifications


  Accomplished and personable leader with a work history of building, leading and training teams.

  Consistently promoted to positions of greater responsibility for exceeding customer service metrics.

  Call center management leader with a proven record of helping team members maximize their potential.

  Proficient with Microsoft Outlook, Word and Excel; Lotus Notes; NSS; ICPM; TCS; and IEX.

Areas of Expertise


Customer Service Team Building/Leadership Staff Management/Training

Continuous Improvement Auditing Strategic Planning

Quality Control Problem Solving Interviewing/Hiring

Professional Experience


IBM 2013-Present

Technical Support Manager, Pure Data Solutions (2012-Present)

  Showcase strong leadership, problem solving and communication skills while supporting a team of engineers via a call center environment.

  Lead a diverse group of call center professionals to exceed customer service performance metrics.

  Retain staff members by creating a positive and sustaining work environment at all times.

  Train personnel on best practices of operations, and conduct reviews of employee performance.

  Recruit and interview candidates for employment opportunities and hire those that are an ideal fit.

  Perform periodic audits to ensure the team achieves performance standards and expectations.


  Consistently met or exceeded customer service metrics, including for Remote NSI (85%); WW Overall NSI (83%); and Overall Sat (88%).

  Successfully increased the number of tickets/PMRs resolved via client self-assist such as tech notes.

  Achieved KCS participation rate of 60% or higher.


Technical Development Manager/Self-Checkout Technical Support Team Lead (2006-2012)

  Coached, mentored and motivated a team of remote call center support specialists.

  Created career development action plans for individual team members to maximize their potential.

  Proactively identified and resolved problems in real-time, including resolving escalated calls.

  Surveyed customers to assess their needs in order to provide even better service.

  Reviewed individual employee performance, including conducting audits as necessary.


Self-Checkout Technical Support Representative, PSI (2003-2006)

  Earned several awards for exceeding performance objectives, including for customer satisfaction metrics.

  Trained, mentored and coached new and existing team members to provide exceptional hardware and software support via a call center environment.



Merrill Lynch Sales Specialist, Cendant Mortgage 2001-2003

  Earned 200% Club honors for securing about 150 loans per month and high customer satisfaction scores.

VP, Consumer Service Unit Manager (formerly VP, Resource Management), Bank of America 1997-2001

  Led 12 call center managers and over 220 associates to increase sales and provide stellar client service.

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