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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Homexxx-xxx-xxxx

Cell xxx-xxx-xxxx

abc@xyz.com

 

Dedicated Management Professional with solid background in the software industry eager to contribute extensive technical, leadership, and customer service talents toward supporting a dynamic organization in optimizing bottom-line performance.

 

 

Qualifications Profile

 

         Broad-scope business experience inclusive of project management, customer service, and accounting/financial administration. 

         Extensive experience in staff management and team-building; coach, guide, lead, and inspire staff to achieve productivity excellence.

         Decisive problem solver with a demonstrated track record of executing innovative solutions and process improvements to meet defined business goals and fortify client relationships.

         Create, coordinate and implement policies, strategies, and procedures to streamline/expedite operations, reduce and control costs, and enhance market positioning.

         Able to relate effectively to a wide range of people, establish immediate rapport, and cultivate long-lasting relationships crucial to advancing business growth and profitability.

         Excel at driving efficient and collaborative efforts among cross-functional teams, orchestrating multiple projects concurrently, and controlling budgets and spending.

 

 

Professional Experience

 

Harris Computers Incorporated, Chalfont, PA, 2005 to Present

Manager of Support Services

         Spearhead Support Services operations comprised of 15 personnel spanning multiple offices.

         As initial point of escalation for customer concerns, consistently strive to minimize attrition throughout all product lines and maintain satisfaction for over 3,000 customers.

         Update and enhance user maintenance support agreement for six software lines translating to over 100 products.

         Seamlessly coordinate customer handoffs between departments with regard to maintenance dollars and outstanding invoices. 

         Apply sharp organizational skills toward scheduling updates, resolving customer issues, preparing and distributing quarterly newsletter, organizing annual user conferences, and preparing regular reports for VP of Support.

         Partner with multiple business units to efficiently convert and go live with in-house eFO\Clientele call tracking and development system.

         Direct separate call center activities, leveraging strong prioritization skills to devise departmental procedures, monitor customer service, and oversee employee training/development and performance evaluations.

 

Continued

 

 

 

 

Yyyyyy x. yyyyyy ~ Page 2 of 2

 

Professional Experience continued

 

Software Installation C Software Support

         Actively supported transition of Computer Software Inc. (CSI) following acquisition by Harris Computers by scheduling meetings, issuing letters to customers, and conducting site visits.

         Conducted in-depth gap analysis to compare and evaluate legacy package as opposed to newer Windows application.

         Project-managed conversion and installation of Harris Windows software and migrated former CSI customers to Windows.  

         Exercised exemplary analytical abilities to devise specifications and calculate quotes for software packages.   

 

Computer Software Incorporated (purchased by Harris Computers) Chalfont, PA, 1996 to 2004

Software Installation Director C Manager

         Directed, motivated, coached and managed software support representatives in administering technical support to customers, documenting issues, and ensuring satisfaction.

         Drove cohesive and collaborative efforts between customer and programming teams.

         Led conversion and installation process for new customers requiring numerous on-site customer visits to schedule, deploy, and train in use of custom utility billing/financial software. 

         Demonstrated excellent multi-tasking expertise in setting up software to enable communications between vendors, preparing new customer for live conversion, and providing quotes for new release software packages.   

         Played an integral role in decision-making process for design and development of Windows software package. 

 

 

Prior Background:

 

Bookkeeper, U.M. Hatboro-Joint Sewer Authority,

Willow Grove, PA, 1993 to 1996

 

Asst. Accounting Manager, Southland Corporation, 7-Eleven Division,

Willow Grove, PA, 1991 to 1993

 

 

Education & Training

 

B.A. Degree in Journalism & Media Studies, Lock Haven University, Lock Haven, Pennsylvania

 

Seminars:

Ø  Managing Remote Employees

Ø  Managing Conflict and Resolution   

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