Rutgers University

Dell Computer Corp

US Air Force

Passenger Service Supervisor at Airport Terminal Services

Camas, Washington, United States

Airport Terminal Services

Passenger Service Supervisor

Responsibilities:As the Help Desk Manager’s I oversee Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Help Desk functions across the agency. I am also responsible for planning, designing, and analyzing the organization’s help desk according to best practices, while ensuring high levels of customer service quality and availability.  I will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. Also, I am responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. I also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary. Strategy & Planning•	Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.•	Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.•	Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and to prevent future problems.•	Plan and conduct performance appraisals of Help Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary. Acquisition & Deployment•	Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients.•	Conduct research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts.•	Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.•	Ensure appropriate training initiatives for new

The Queen's Health Systems

HelpDesk Management

Responsible for overall departmental expense management, revenue generation, and achieving/maintaining service level goals.  Ensuring compliance with applicable internal policies, procedures and regulatory requirements are important in this role.  Other duties include, Developing and monitoring production and service level standards; managing variable staffing; envisioning and articulating opportunities for change; controlling costs; developing and executing strategies to effectively develop, improve, and deliver products and services to meet our customer and business needs; and interacting with individuals at multiple levels of the organization

American Dental Partners

Contact Center Manager

Rresponsible for overall departmental expense management, revenue generation, and achieving/maintaining service level goals.  Ensuring compliance with applicable internal policies, procedures and regulatory requirements are important in this role.  Other duties include, Developing and monitoring production and service level standards; managing variable staffing; envisioning and articulating opportunities for change; controlling costs; developing and executing strategies to effectively develop, improve, and deliver products and services to meet our customer and business needs; and interacting with individuals at multiple levels of the organization•	Motivating and educating staff to deliver on departmental customer satisfaction to ensure our customers receive world class service.•	Developing strategies and processes for interacting with card members to improve the customer experience.•	Participating in the development and enhancement of general processes and/or training procedures; and managing productivity to support the service and loss prevention goals.•	Interacting with internal departments to ensure that customers' and employees' needs are met.•	Handles or assists in resolving the most complicated customer escalations and research operational issues. •	Participates in the development and enhancement of equipment and training procedures and programs which support products and services. •	Develops, implements, and maintains new and revised department operating policies and procedures to increase quality of service and productivity.

Santander Bank, N.A.

Manager

Strategy & Planning•	Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.•	Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.•	Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and to prevent future problems.•	Plan and conduct performance appraisals of Help Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary. Acquisition & Deployment•	Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients.•	Conduct research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts.•	Ensure appropriate training initiatives for new and existing staff. Operational Management•	Manage the processing of incoming calls to the HelpDesk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues that includes dispatching staff •	Develop and enforce request handling and escalation policies and procedures.•	Track and analyze trends in Help Desk requests and statistical reports.•	Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.•	Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.•	Oversee the development, implementation and administration of help desk staff training    procedures and policies.•	Train, coach, and mentor Help Desk Technicians and other junior staff.•	Manage the overall desk activities and staff.•	Attend Change Advisor Board (CAB) meetings.•	Monitor incident trends and anticipate potential problems for proactive resolution.

Provide leadership to identify, quantify, implement and measure specific improvement initiatives including:Delivery of Services/Consultation to Clients•	Assessing/ Diagnosis of Current State Operationso	Data analysiso	Observationo	Interviewo	Comparison to best practices and benchmarko	Return on investment analysiso	Communicating recommended future state•	Planningo	Project Prioritizationo	Improvement planningo	Establishing project management approach/infrastructureo	Identification of resource needo	Identification of key improvement metrics/scorecards•	Implementation Supporto	Project managemento	Technical advice/counselo	Trainingo	Facilitationo	Implementation support•	Account/Client Relationship Managemento	Managing overall client relationships and coordinating cross functional support and serviceo	Overseeing projects including the creation of status reports, work plans and presentations to client leadershipo	Lead overall delivery of projects including direct management of project team members and interfacing with clientso	Lead team efforts in developing solutions to difficult or complex client situations to ensure goals and objectives are meto	Work and communicate with various levels at client site, including C suite and healthcare executives regarding projects, emerging issues and challenges, state of the industry and additional service opportunitiesThought Leadership/Practice Development•	Works to develop relationships with clients, including involvement in networking and business development activities•	Engage in client expansion and cross-serving with meaningful goals; recognizes importance of lead generation; Identifies client business issues to be addressed•	Develop engagement letters; participates in interviews and presentation with prospective clients•	Build a relationship with client decision-makers; solicit client referrals and converts referrals into projects

Beacon Health Strategies

Operations Manager

Directly supervises a team of 125 Service Center agents/Engineer's (24/7/365)(DOD Military World Wide). Directly support the medical mission of the Department of Defense (DoD). These complex mission critical systems are unique to the DoD and are utilized by military health care professionals worldwide.  (I.e. CHCS, AHLTA, and other integrated systems such as Integrated Clinical Database (ICDB), Business Objects (BobJ), Tricare Online (TOL), Data Innovations (DII), Coding Compliance Editor (CCE).  Developing new initiatives and implementing key business processes as well as integrating new technologies. Instrumental in creating, presenting and communicating reports to all levels of the organization. Develop, monitor and coach staff members to ensure compliance with company objectives. Continuous improvements in service delivery through quality processes, Develop,SLA’s (Service Level Agreements) for customers and OLA’s (Operational Level Agreements) measure and analyze objectives while ensuring cost effectiveness and efficiency. Manage staffing levels to budget while optimizing organizational structure. Directly accountable for the department overall productivity, managing key initiatives, including analysis of key business indicators, scheduling complexities, service delivery issues, etc. Represent operations viewpoint in cross-functional planning sessions; partner with key departments to deliver optimal support from key functional areas (i.e. HR related issues and guidelines, training programs, Network, Blade etc.)

SAIC

HelpDesk Manager

Responsible for 3-5 direct reports that supervise employees in the Support Center Department that encompass 145+ agents with a monthly average of 52,000 calls to ensure the department is meeting its service standards and ensure the department operates smoothly and efficiently. Developing new initiatives and implementing key business processes as well as integrating new technologies.  Instrumental in creating, presenting and communicating reports to all levels of the organization.   Develop, monitor and coach staff members to ensure compliance with company objectives. Continuous improvements in service delivery through quality processes. Develop measure and analyze objectives while ensuring cost effectiveness and efficiency. Manage staffing levels to budget while optimizing organizational structure. Directly accountable for the department overall productivity, managing key initiatives, including analysis of key business indicators, scheduling complexities, service delivery issues, etc. Represent operations viewpoint in cross-functional planning sessions; collaborate with key departments to deliver optimal support from key functional areas (i.e. HR related issues and guidelines, training programs, Vendor's, Home Base specialist, etc.)

Wachovia / Wells Fargo Financial

Support Center Manager / IT Project Manager

Responsible for 5-10 direct reports that supervise employees in the Customer Service Department that encompass 300+ agents with a daily average of 25,000 calls. Managed and facilitated process by ensuring efficient use of resources. Managed supervisory staff and evaluated supervisors' performance based on their teams' job standards and accountabilities. Monitored, coached and motivated supervisor and agents to the highest possible level of customer service to ensure customer satisfaction and retention to minimize transactions, maximizes revenue. Coordinates departmental activities and manage staffing levels to budget while optimizing organizational structure. Ensured professional work environment. Responsible for the overall direction, coordination, and evaluation of this department.  Managed the day-to-day operations for a growing inbound, outbound, and blended customer care center; achieved maximum profitability and overall customer satisfaction. Established performance goals and measurements for all associate levels. Other responsibilities included interviewing, hiring, P&L, credit, collection, billing, Helpdesk and training employees; forecasting/scheduling, (ACD, IVR, PBX), assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Time Warner Cable

Technical Support Director

Supervisor, Trouble Reporting (24/7/365)Responsible for management of four direct reports who supervise 60+ Tech/Customer Support agents who receives 7,000 calls a day.  Performed telecommunication network support functions. Worked with underlying carriers & customers vendors to fix specific problems. Tech/Customer Support for both Local & Long Distance Voice/Data problems. Typical systems could include telephone switches, microcomputer networks, local area networks, wide area networks, and terminal networks connected to PBX / Key Systems or ACD to provide immediate support through to resolution. Strong knowledge and experience managing to Call Center/Help Desk performanceMetrics and Service Level Agreements. Established customer services center service level. Analyzes daily actual call volume and compares to forecasted figures; this includes verifying daily intra-day performance

GST Telecom

Supervisor

Responsible for management of three direct reports who supervise 75+ Tech/Customer Support agents who received an average of 12,000 calls a day. Performed telecommunication network support functions.  Planned and forecasted the needs of the department and the company.  Worked with vendors to fix specific problems. Tech/Customer Support for both Local & Long Distance Voice/Data problems. Typical systems could include telephone switches, microcomputer networks, local area networks, wide area networks, and terminal networks connected to PBX / Key Systems or ACD to provide immediate support through to resolution. Scheduled and adjusted personnel as needed to maximize productivity during slack periods and minimize customer wait time and abandon calls during peak volumes. Handled all change of tours and time-off requests. Analyzed daily actual call volume and compared to forecasted figures; this included verifying daily intra-day performance

MCI World Comm

Call Center Mgr(24/7/365)

Provided user/customer telephone support for computer systems. This includes software, hardware or telecommunication systems.  Duties included troubleshooting hardware and software problems, assisting users with application software and working with microcomputer applications including word processors, spreadsheets, presentation graphics, database management systems, electronic mail and communications. Also evaluated, installed and supported PCs and various printer, graphics and storage peripherals. Added new users to the system. Performed system backups and data recovery.

PC Tech Support

Responsible for 150 Tech's nation wide. Established training programs to meet local knowledge requirements and to enhance professional awareness of state of the art and future technology make periodic inspections and conducts surveys of communication - computer systemactivities for compliance with directives. Production Mgr., Production planning, Production scheduling, work schedule, time line, charts, cost control; forecasting improving the operation of information processing system implements and interprets policies, directives and procedures.  Responsible for Voice/Data and Paging installations of Executone equipment at nationwide locations. Performed needed analysis of existing systems and equipment for the purposes of selecting replacement, upgrade and applications enhancements. Coordinated and oversee product procurement, delivery as well as installation toensure smooth and efficient operation of all systems to our customer.

Executone Information Systems

Installation Supervisor

Responsible for Plans & Scheduling input and output and equipment operations of communications - computer-processing systems.  Established work performance standards, subsection records & reports, operating time and downtime to determine operation effectiveness.  Prepared recommendations for equipment acquisition or replacement. Observed equipment operations for conformance with standards.Applied communications - computer system security techniques to preclude unauthorized access to sensitive data or misuse of resources.  Tested new operating systems and programs. Analyzed and supported computer operations by controlling production applications, monitoring system resources and response time, and providing first-line support for operational problems.

Kelly Air Force Base

System Analyst

Responsible for 65 Airmen for Airborne warning command & control systems duties, and operates. Evaluated and supervised airborne command and control systems activities. Performed and assisted in mission planning provides radar control of air weapons. Identified airborne objects, and interfaced with other command & control units. Maintained & supervised communications nets with external agencies.

Gary Garnett

Gary Garnett