Supervisor, Customer Support

Posted on: 2008-01-17

Kimberly Y. Glenn 280 Greenmont Circle Alpharetta, Georgia 30004 Email: [email protected] Phone: 770.667.8577 Mobile: 678.372.6575 PROFESSIONAL SUMMARY Experienced professional with an extensive background in technical support, customer service, training and management. Solid track record of building successful customer and business relationships in addition to strong team building and team development skills. Excellent written and verbal communication skills. CERTIFICATIONS AND QUALIFICATIONS  Certified Support Supervisor 09/2006  A+ Certified 1999  Georgia Teaching Certification: General Science and Computer Technology Bachelor of Science in Biology Ed. TECHNICAL PROFICIENCIES Software: Expert Level Microsoft Office Applications, ACT! Contact Management Software, Quicken, QuickBooks, Intuit Turbo Tax, H&R Block TaxCut, Adobe PrintShop, Adobe Publisher, Timesheets Professional Payroll Software Platforms: DOS, UNIX, WINDOWS 95/98/ME/2000/XP/Vista Exposure to Microsoft SQL & .Net Tools: Norton/McAfee/Windows/AVG AntiVirus/Internet Security, Ad-Aware, Go-To-Assist Remote Connection software, LogMeIn remote access, WebEx, Witness call monitoring software, SharePoint PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS Sage Software, Inc. February 2006 – Present ACT! Customer Support Supervisor Provide support and leadership to a team of 15 technical support agents in a high volume helpdesk/call center environment supporting ACT! - The #1 selling contact and customer management solution worldwide. Provide support and guidance for escalated cases. Handle customer complaints and executive escalations. Key Contributions: • Manage team to consistently meet or exceed established performance objectives for handle time, customer satisfaction and call observations • Exceptional multi-tasking abilities • Monitor and coach individual agents for soft skills, technical development and call proficiency • Instrumental in the recent growth of call center from 10 to 50+ agents in 15 months • Responsible for interviewing 75+ candidates including hiring and firing • Ability to stay calm when dealing with difficult customers and stressful situations • Consistently recognized for outstanding quality of customer service • Received 100% on survey of team members for effectiveness of leadership • Establish and keep current department policies, procedures and processes • Responsible for departmental awards programs and calculating monthly awards and quarterly bonuses for entire helpdesk – 50+ agents • Work closely with development and product specialists to identify problems or defects and report them for resolution in future releases AIG Agency Auto August 2004 to February 2006 Second Level Technical Support, Team Lead Trainer/Process Leader Provided second level technical support to helpdesk agents and end users of AIG Auto Insurance Rating software in a high volume call center. Promoted to Trainer/Process Leader within six months and Team Lead within eight months of hire. Worked directly with senior management to analyze current processes and procedures and develop improvements. Key Contributions: • Managed team of eight agents. Consistently exceeded team goals for handle time , customer satisfaction and attendance • Designed, implemented and conducted in-depth training for new help desk agents • Created technical documentation and knowledgebase articles • Consistently recognized for outstanding quality of customer service and technical support Computer Solutions for your Home and Office July 2003 – August 2004 Owner Provided technical support and customized training along with business needs analysis and software/hardware solutions to home users and small business owners. Key Contributions: • Developed a loyal customer base • Adept at identification and resolution of complex hardware and software issues • Provided customized training from beginner to expert level for office and business software applications • Recommended hardware and software solutions/applications for optimizing business operations • Performed hardware and software upgrades and installation • Recommended office procedures and help establish policies for improved time management, record keeping and overall office efficiency Technical Training Aids June 1999-July 2003 Technical Operations Manager Provided pre and post sales technical service and support along with customized training to a large customer base throughout Georgia for Middle, High School and Post-Secondary Technology labs Key Contributions: • Instrumental in the award of a five year, multi-million dollar contract with Fulton County Schools • Consistently recognized for excellence in customer support and service • Developed and implemented customized training courses for Diversified Technology teachers • Responsible for the project management, implementation strategy, installation, training, service, and support of over 35 classroom labs in middle and high schools throughout Georgia Forsyth County School System 1996-1999 Teacher, PC Systems Technology, Keyboarding Key Contributions: • First teacher in Forsyth County to be Industry Certified • Implemented cutting-edge A+ pilot program, the first in the State of Georgia • Instrumental in the creation and development of core curriculum and courseware based on CompTIA’s A+ Certification -the first program of its kind in the State of Georgia Glenn’s Restoring and Remodeling, Inc. 1988-1996 Operations Manager/Principal Key Contributions: • Responsible for start-up and operation of successful general contracting business with over 1 million dollars in revenue. • Hands-on manager with experience in strategic business planning, human resource management, benefits coordination, payroll processing for staff up to 20, monthly and year-end accounting and financial reporting, purchasing, inventory control, property management, preparation of estimates of repair. • Created and managed successful marketing plans and materials in addition to advertising campaigns • Established solid working relationships with major insurance and claims management companies such as Allstate, State Farm, Travelers Insurance and Crawford and Company (the world's largest independent provider of claims management services). Computer Consoles, Inc. 1983-1988 Regional Software Support Manager Key Contributions: • Provided pre and post sales technical support for Unix based Office Automation Systems – the first Unix based system of its kind • Coordinated proposals and product demonstrations along with technical needs analysis, system application design and software installations • Responsible for project management along with technical support and training for several very large installations through out the US. Our customers included Citicorp, and several top law firms such as King and Spaulding, Akin & Gump and Alston & Bird • Developed and implemented orientation and training for OEMs, VARs, small distributors and end-users • Cited by management for dedication and outstanding problem research and resolution skills • Regularly awarded recognition as Employee of the Month and of the Quarter REFERENCES PROVIDED UPON REQUEST