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0-5 years of experience
Maintain relevant and compliant management systems within the Unit’s Balanced Scorecard (BSC) system.
Contribute to the production and implementation of appropriate communication plans within the Unit.
- Executed strategy to reformed Balanced Scorecard into a concise, transparent, auditable and reliable system.
- Spearheaded performance evaluations of 10 project managers, 21 departments and 60 grant-funded projects.
- Improved accuracy, presentation and timeliness of performance reports for Leadership Board and Head Office.
- Increased staff awareness and involvement to unit’s Balanced Scorecard system and performance review.
- Enhanced organizational references for unit contract, budget, publication, and performance data.
- Devised new mechanisms to collect and disseminate data, leading to a 45% faster turnaround time.
6-10 years of experience
Created Training SharePoint site where all Help Desk Training Materials, Tools, Helpful Hints and Links can be located in one place and available to the entire team. This site has been and is being used for all new hires and for the reiteration of process, procedures and definitions of metric reporting
- Coordinated, Maintained and brought Avaya Interaction Center (Online Chat) into the organization. Scheduled Staff, Supported application for several upgrades all to increase Customer Satisfaction and 1st Contact Resolution.
- Call Center monitoring and analysis, working with both the Issues Tracking and Root Cause Analysis Teams. Working with the Knowledge Base team to ensure available knowledge is up to date.
- Acted as Process and Training coordinator for the organization along with being the co-security coordinator responsible for requesting and maintaining all necessary access.
- Worked on the Re-Certification of the Support Center to maintain HDI Support Center Certification for the 3rd time.
- Worked with Gartner several times to ensure were are running a cost effective help desk.
- HDI (Help Desk Institute) Support Center Manager Certified managed a staff of 25+ employees. Handling scorecards, team statistics, mentoring and coaching.
10+ years of experience
Managed and coached Technical Support Teams of up to 20 people across a variety of Backup and Recovery software products. Tracked and monitored technicians, mentoring them to optimizing performance and customer service.
- Slashed customer resolution times and improved case closure rates (averaging 10 cases closed each week, beating goal of 8) by ensuring technicians were trained in advanced troubleshooting methods.
- Improved customer satisfaction (achieving 90% rating) by concentrating on backlog case reviews and assigning cases to technicians with the most appropriate expertise.
- Set live call schedule so technicians could take high severity cases within 5 minutes of entering phone queue.
- Implemented awards program for techs receiving perfect customer service surveys.
- Ensured consistent customer response worldwide by collaborating with counterparts in Europe, India and Asia to standardize procedures, including warm and cold hand-offs, and escalation processes.
- Upheld company and industry standards by hiring and mentoring technicians via monthly coaching sessions and annual performance evaluations.
0-5 years of experience
Responsible for managing CSAT, caliber of support and management escalations for a call center of 20+ phone/email advisors by analyzing metrics to improve overall support experience.
- Developed plan to restructure call center quality by monitoring processes to focus on updating internal procedures, first contact resolution, escalated tickets and root cause analysis through coaching and development.
- Monthly travel to call center in San Antonio to personally coach advisors and assist with new hire training.
- Created new process to retrieve unreturned hardware from RMA process to prevent financial loss. This process recovered over $30,000 in the first quarter of deployment.
- Managed entire RMA process by sending and receiving all orders to and from the warehouse for fulfillment.
- Identified and implemented chat support for technical support to lower call / email volume and cost.
- Worked with Director of Sales to build and implement the department’s long-term strategy to expand support options for VAR Partners.
6-10 years of experience
Member of the first National Account Department in Charlotte; provided complete support to national account customers – e.g., provisioning (engineering), service activations, billing, troubleshooting & repair of service issues.
- Designed an order management database that provided tracking, revenue and productivity reporting.
- Collaborated with the Business Systems Group to develop, introduce, and improve service products.
- Played an instrumental role in increasing product offerings for Bank of America, which resulted in substantial revenue increase from $3M annually (1989) to $34M (1996).
0-5 years of experience
Ensured key applications (i.e., High Touch POS, Lawson, MACH-5, RMS, CRM, etc.) are readily available and totally functional.
- Managed requests for improvements, bug fixes in a timely manner.
- Verified applications requiring web services and portal deployment are properly architected, configured and supported.
- Provided metrics on usage of all web-services. Ensured proposed applications/enhancements were addressed in a timely manner and rolled out successfully to provide enhanced production support.
- Facilitated and supported security and internal audit teams to ensure that RAC IT organization met or exceeded all of the security, audit & compliance requirements including SOX and PCI.
- Team manager of 7+ Administrators.
0-5 years of experience
Managed 25 customer service specialists and website developers in 2 remote locations
- Developed customer service systems and processes
- Increased revenue by 91% in 4 months
- Monitored performance of CS center with call monitoring and feedback sessions.
- Consistently provided outstanding support to upper management, CS team and vendors.
- Created valid performance metrics and reporting for monthly meetings
- Committed to current trends in fitness to insure maximum results and attainment of clients’ goals
- Certified in CPR, Group Fitness, Personal Training, and First Aid.
0-5 years of experience
Was In charge of daily operation of the 24/7 multilingual customer support center (tier 1 and 2)
- Recruited, trained, supervised, and evaluated department staff
- Supported the development of long-range objectives and goals to meet business operation expectations
- Oversaw customer support cost containment/reduction initiatives
- Performed quality assurance on calls, tickets, and orders to ensure high quality of service
- Was responsible for collection, compilation and submission of accurate statistical data including weekly/monthly reports and a daily dashboard of key performance indicators
6-10 years of experience
Managed a staff of command center support analysts for Fidelity’s brokerage line of business.
- Led teams in several locations that supported several environments.
- Actively participated as crisis manager of all production lines of business.
- Met regularly with the development teams to define requirements and build online system monitors. Built brokerage command centers in Boston, MA; Merrimack, NH; Raleigh, NC and Bangalore, India.
- Actively participated in the Disaster Recovery (DR) initiative. Our team developed procedures, tools, documentation and entrance/exit criteria in support of 150 developers. Smoke tests were scheduled monthly, and actual DR tests quarterly.
- Met with staff to improve performance, provide training and professional services.
6-10 years of experience
Promoted and taught an Introduction to Computers training class with a 50% increase in enrollment from the previous year. Upon completion of the course, 100% of the attendees become gainfully employed.
- Oversaw and enforced network security and installation procedures
- Ensured the repair/upgrade of PCs and hardware and software
- Designed & maintained the company’s website
- Implemented the use of C++
- Wrote database layer using stored procedures in SQL
- Solved performance issues with printers/copiers/scanners
- Identified new software in the market, as it relates to organizational functions
6-10 years of experience
Formed the OKC Technical Support Commitment Team in 2008
- Led a team of 7 – 18 in managing all technical commitments for OKC from 2008 – 2011.
- Facilitated daily informational huddles & weekly team meetings to ensure direct reports were equipped with the latest information and skills to perform job duties
- Assisted Training Managers as Subject Matter Expert for technical troubleshooting for several new-hire and in-service training courses
- Partnered with other call centers as the National Tech Commitment Team in 2011 and collaborated on a new commitment process for the National structure.
- Implemented solutions for higher productivity, reporting results/coaching and volume trends
- Received Circle of Excellence Award for exemplary leadership for 2009
0-5 years of experience
Extensive travel to assist with new acquisitions or existing communities that are requiring specialized marketing and training support to all on site staff.
- Point of contact for implementing all Pegasus processes on site.
- Utilizing all facuets of operations of property management and giving our assessment and implementation of work assignements. Work directly with Regional Manager and report directly to President.
- Overall 6 month on-site assignment for class A property that was undergoing complete interior renovations for owner; meeting completion deadline while increasing market rents an average of $175 per month over new renovated rates, increased monthly NOI $12,000 per month and maintained 93-95% occupancy.
- Created and implemented standardized Best Practices for Preferred Employer Program, Property Newsletters, Community Events.
- One Site support for all properties.
0-5 years of experience
Managed 20+(email only) support agents, also included in-game Technical Support staff..
- Monitored and reported actionable metrics information and KPIs to Sr. Management.
- Created quality review forms to insure that CS team is meeting its defined goal to achieve/maintain high level CSAT scores.
- Regular tasks included staff interviewing & hiring while also training & developing agents
- Provided monthly & yearly performance evaluations, and employee development plans
0-5 years of experience
Supervised 10 pet care associates ensuring compliance with policy and procedures
- Responsible for the care and well being of live animal inventory
- Supervised and trained 15 cashier associates in Point of Sale transactions
- Received and stocked store inventory and ensured accurate accountability through SAP
- Provided customer service in store, online, and through AOS ordering system
Customer Support Manager Duties and Responsibilities
A Customer Support Manager has many duties and responsibilities. Although specific positions will dictate a Customer Support Manager’s undertakings, there are several primary responsibilities common to this occupation. A review of current job listings identified the following main tasks and responsibilities.
Establish Customer Support Practices Customer Support Managers are responsible for creating policies and procedures for their staff. To ensure customers receive excellent and consistent service it is vital that all employees provide the same types of assistance and handle issues in similar manners. The Customer Support Manger must make sure their staff knows the policies and adheres to them at all times.
Hire and Train Employees The hiring and training of staff usually falls to the judgement of the Customer Support Manager. This may include reviewing applications, conducting interviews, processing new hire paperwork, and providing on the job training or mentoring to new employees.
Analyze Metrics Customer Support Managers must analyze their support team to establish whether or not all personnel are following the best practices established by the Customer Support Manager. Standardized performance metrics should be established to ensure all employees are judged by the same measurements and criteria. Most Customer Support Managers will have monthly or quarterly metric reviews of their entire staff. Providing consultation and solutions to poor performing staff members is also part of their job.
Defuse Situations An important part of the Customer Support Manager’s job is defusing situations with unhappy customers. When customers are unable to have their needs satisfactorily met by talking with a Customer Support Agent, it is the job of the Customer Support Manger to take over and attempt to appease the customer. Good mediation skills are important to performing this duty.
Customer Support Manager Skills
Customer Support Managers should possess fantastic interpersonal skills and be strong leaders. Staying calm under pressure and having wonderful customer service skills are also important. They should also be excellent communicators both orally and in writing. Employers look for candidates with all of these traits as well as the traits listed here. Core skills: Based on job listings we looked at, employers want Customer Support Managers with these core skills. If you want to work as a Customer Support Manager, focus on the following.
- Using Microsoft Office Suite programs
- Understanding of customer service practices
- Knowing mediation and conflict resolution techniques
- Analyzing data
Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Broaden your career options by adding these skills.
- Experience working in a call center environment
- Knowledge of call center tracking systems
Customer Support Manager Resources
The internet has additional useful sites and resources for those considering a career as a Customer Support Manager. We compiled a list of sites that will inspire, inform and entertain you on your path to becoming a Customer Support Manager. On the Web
Customer Service Manager – CSM is a free resource and journal for customer service managers and professionals. Filled with resources, industry related articles and news, it is a wonderful resource for the Customer Support Manager.
Customer Service Institute of America – CSIA is the industry’s leader in providing customer service professionals with certification and online training opportunities. Customer Support Manager Books
The Art of Support: A Blueprint for Customer Success and Support Organizations – This is a practical guide for new Customer Support Managers looking for the best ways to support their staff and provide support to their client base. With lots of practical tools and the industry best practices, it is a must have for those new to the field of customer support.
Customer Service Management Training 101: Quick and Easy Techniques That Get Great Results – A step-by-step guide to all areas and practices managers of customer service employees need to know to be successful and effective.
Award Winning Customer Service – This book is aimed towards busy managers seeking quick solutions to their customer service problems. Filled with scenarios and real life examples, this book is a great reference for Customer Support Managers. Industry Groups
National Customer Service Association – NCSA was established to help foster the best standards and experiences for customers and customer service professionals by creating learning opportunities and best practices for those working with customers.
Customer Experience Professionals Association – Founded in 2011, CPXA is a nonprofit organization aimed at getting peers together to share ideas and tips on being successful in the customer experience industry. International Customer Service Association – ICSA was established in 1981 and has been providing customer service professionals with superb education and training programs since.
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Support Manager
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
