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Before
- Senior member of CSO Executive USR/Cisco integration team.
- Introduced and implemented "Outsourcing" as a strategic competitive advantage.
- Integrated Primus "knowledge base" system for intellectual property capture and reuse.
Implemented a 7x24 technical support program for North America.
- Implemented transaction based customer satisfaction survey.
Designed and implemented strategic support program for Cisco' fortune 500 companies -
Premier Services.
Strategic initiatives and improvements in operational performance resulted in an "80%"
reduction in cost per call and a "50%" increase in customer satisfaction.
Group Manager, LAN and Volume Services January 1995 March 1997
As Group Manager, this position was responsible for the integration of Cisco's Network
Interface Card and Hub/Switch team to form "LAN and Volume" Services. The core team
consisted of four senior and four junior front-line managers with an annual operation budget of
$6 million and a workforce of 65 Technical Support Engineers,
- Designed and implemented a new service organization specifically aligned to the needs of
the Small Office Home Office and Small Enterprise customer.
- Developed critical feedback loop (Quarterly Business Review) with Senior Product Division
Management to transfer product quality issues and the customer service experience.
- Developed technical support delivery strategy for Small Office Home Office product lines.
Integration initiatives and operating performance improvements resulted in a 50% reduction in
average call duration.
Technical Support Manager, NIC Team March 1993 - January 1995
Responsible for building a "Best of Class" customer service technical support team that
supported Cisco's network interface cards (NICs). The core team consisted of four front-line
managers with an annual operation budget of $2 million and a workforce of 50 Technical
Support Engineers.
Developed an organization based on a vision/mission of "Feel the Customer Experience."
Achieved a significant competitive advantage through the development and implementation
of Cisco's inaugural "outsourcing" support strategy.
- Responsible for building a "Best of Class" customer service technical support team largely
based on our vision/mission of "Feel the Customer Experience."
- Increased team from 16 engineers to over 50 in less than two years while the call volume
increased ten-fold.
- Built a highly efficient recruiting program, which decreased the number of days to fill a job
requisition from 30 days to less than 5 days.
- Led corporate-wide staffing initiative resulting in the expansion of Cisco's presence at local
and
national job fairs.
- Designed and implemented Customer Service standards focusing on Quality Service Skills,
"Customer Care For Life" training curriculum, and interactive learning workshops resulting in an
85% approval rating from customer survey results.
- Introduced transaction based customer satisfaction surveys, launched a homegrown system
that had a 48% survey response rate within 2 days of the customer transaction. Average
industry
participation rate is 5 percent or less.
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