yyyyyy x. yyyyyy	xxx-xxx-xxxx		dave chandler
des moines, ia 50315	abc@xyz.com		customer care center manager

objective

results-driven customer care center manager eager to continue to contribute to company s success by applying dynamic communication, customer service and relationship management skills toward optimizing revenue performance.

profile

  over 12 years management experience at digimarc id systems (formerly polaroid id systems) in planning, directing and implementing critical projects focused on quality customer care.

  results-driven leader who effectively trains, motivates and leads top-performing teams.

  expertise in developing and executing strategic policies, procedures, processes, and methodologies to optimize productivity, efficiency and performance.

  cost-effectively allocate and administer budgets and projects.

  dynamic skills in client interfacing, facilities planning/provisioning and vendor relations.

  excel at interacting with broad populations including senior management, sales and customer service staff as well as clients and external contractors.

 

 career achievements

  won company award for successfully implementing a national service call management system across disparate customers and heterogeneous internal constituencies in less than a year what multi-year consulting engagements are contracted to do.

  developed and implemented company-wide systems and procedures to effectively track customer problem to resolution; developed troubleshooting documentation for each supported program and created escalation procedures to utilize a field service technician, instrumental to boosting performance.

  achieved numerous internal polaroid company awards for on-time and under budget implementations.

  cost-effectively managed the budgeting and planning of multiple state-wide implementations of system hardware and software upgrades, demonstrating exceptional project management and multitasking abilities in achieving operational goals and timelines.

professional experience

digimarc id systems (formerly polaroid id systems) - des moines, ia                                  1996-present   

customer care center manager (2001-present)

  promoted to contribute dynamic leadership skills in managing all aspects of customer care center/central help desk operations.

  apply industry expertise and advanced communication skills toward acting as first point of contact in responding to customer inquiries, troubleshooting problems, providing appropriate technical assistance to dispatching field technicians or 3rd party providers and tracking response to service requests.

  conduct comprehensive review and analysis in order to document closure of service requests to ensure contract compliance including service level agreements (sla) for deployed systems across 3,700+ customer locations throughout the us and canada. 

 

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digimarc id systems (formerly polaroid id systems) - des moines, ia                                  1996-present   

customer care center manager (2001-present)

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  relied upon to lend expertise toward actively developing, motivating and mentoring employees, playing a solid role in supporting the development of top-performing team members.

  collaborate directly with senior management in the development and implementation of ongoing improvement initiatives intended to improve performance and usability of the supported hardware and software systems, including root cause failure and cost savings analysis.

  maintain full accountability for cost-effectively overseeing and managing operational budgets for multiple programs, with strong focus on optimizing productivity, efficiency and quality while maintaining within budget.

  innovatively design and execute enterprise-wide reporting systems to measure supported system performance, care center performance and field technician metrics, and provide various dashboards and regular reports to internal and external customers on published schedules, further illustrating ability to manage multiple functions.

field service technician/field service manager (1996-2001)

  exhibited solid leadership qualities in supervising the day-to-day maintenance of the iowa drivers license system within budgetary and operational restraints.

  efficiently planned and coordinated workflow, trained/developed field service technician staff and in-state helpdesk and assigned projects to optimize utilization of human capital and operational resources, while ensuring strict compliance with state of iowa service level agreements and expectations.

  drove the planning, coordination and implementation of system manuals and supporting system documentation, group and one-on-one training and on-going support of 700+ state of iowa operators.

  proficiently established regional repair facility for atlantek card printers utilized in various programs nationwide, and proactively trained field technician on proper operation, troubleshooting and repair.

 

education

  successful customer relationships training - success sciences, inc., 2008

  select continuing education courses - des moines area community college, 1994-2002; completed: business administration, computer programming and computer systems repair & maintenance.