Senior Technical Operations Manager
Convergys Corporation –
Lake Mary, FL A $3Billion publicly-traded global leader in BPO services including call center/CRM services and IT outsourcing. The company provides call handling for sales, marketing, customer support, bill processing services, provisioning software, payroll operations, staffing, and training. The company has 70 contact centers worldwide. Senior Technical Operations Manager - Dec/2011 - Present Report directly to Program Director. Manage outsourced call center operations providing (inbound and Outbound Enterprise technical support services for NetApp. Manage all operational aspects including staffing, training, quality, and client relationship management. Responsible for strategic and tactical operations and investment decisions in the program. ♦ Manage 12 Technical Support Managers and 116 Technical Support Engineers ♦ Manage operating metrics within budgeted expense parameters ♦ Responsible for workforce management/scheduling. Measurable results? ♦ Responsible for profitability of existing programs, including revenue, margins, billing performance, seat utilization, and program turnover. ♦ Manage data collection, root cause analysis, action planning, contract expectations, and KPI compliance. ♦ Conduct internal and external account reviews.
Incident Manager/Service Desk Manager
Starwood Hotels –
Orlando, FL At $5.9B in revenue, one of the world's largest hotel and leisure companies, with 950 properties in 100 countries. Its hotel empire consists of luxury and upscale brands such as Four Points, Sheraton, and Westin. Additionally, the company's Starwood Vacation Ownership subsidiary operates ~ 30 time-share resorts. Incident Manager/Service Desk Manager - Jul/2008 - Nov/2008 Reported directly to Director of support. Managed the internal 10 Service Desk Analyst Incident Management Team, providing all technical support for Internal Starwood Vacation ownership employees. Responsible for process development, escalations, and Delta Age cases. The reason for my short tenure with Starwood was the mortgage and banking down turn in 2008.
Product Support Manager
Heathrow, FL A $5.9B provider of content and network security software for both consumers and businesses, including virus protection, intrusion detection, and remote management. The company also provides professional services, including security assessment, consulting, and outsourced security management. Product Support Manager - Feb/2006 - Jul/2008 Reported directly to Senior Manager. Key member of the services support organization, managing 15 tech support engineers responsible for resolving escalated calls for corporate customers across multiple software, hardware, operating systems, and databases. Drove case management and follow-the-sun processes. ♦ Managed escalation process; called customers on all management-escalated cases. ♦ Identified deficiencies and recommended changes in training, tools, processes, reporting, and employee engagement. ♦ Assigned and scheduled staff members to manage cases within their specialty areas. ♦ Monitored severity 1 case management and Delta Age cases. ♦ Generated performance reports and customer survey responses to measure department success? ♦ Actively maintained the internal technical support knowledge base? ♦ Personally handled escalated issues as needed?
Senior Help Desk Manager
Charles Schwab –
Orlando, FL A $4.4B provider of brokerage services to 10MM individual and institutional clients representing $1.4T in assets. With 300 offices in 45 U.S. States, London, and Hong Kong, Charles Schwab offers financial research, advice, planning, investment management, retirement plans, mutual funds, mortgages, CDs, and other banking products. Senior Help Desk Manager - Jul/1999 - Nov/2004 Reported directly to Director. Managed 24/7 internal help desk providing all technical issues to all Internal Schwab employees. Processed 27,000 inbound call per month. ♦ Travel and Training budget of $500,000 ♦ Managed 35 local and remote technical support and help desk analysts. ♦ Met/exceeded all KPIs, including 90% service levels, 85% C-Sat scores, and 80% first call resolution. ♦ Implemented employee retention initiatives, lowering attrition from what 10% to 7% and reducing absenteeism from wha12% to what 5%. ♦ Created and managed event management team, responsible for resolving severity 1 or 2 outages. ♦ Coached and developed direct reports, improving performance and expanding scope of responsibilities. ♦ Personally handled critical customer escalations from internal partners.
Sprint LDD/ITS –
Kansas City, MO A $35.6B wireless giant, providing a nationwide digital wireless network. The company serves 40MM subscribers with mobile voice, data, and Web services. The company also offers pre-paid mobile access through its Boost Mobile subsidiary. Sprint also offers cellular access to other carriers on a wholesale basis. Supervisor - Oct/1997 - Jun/1999 Reported directly to Senior Manager. Managed 35 technical support reps and a senior help desk analyst, processing 30,000 calls/month. Responsible for meeting all KPI metrics, including service levels and customer satisfaction. Achieved 99% customer satisfaction rating. Won "Help Desk of the Year" award for 1999 Number 1 out of 50
US Army Reserves
Pershing Missile Crewman