Help Desk Service Manager Resume

Title
Help Desk Service Manager

Primary Skills
Act in a leadership role in order to develop subordinates, to grow the business and positively influence others

Location
US-VA-Newport news (will consider relocating)

Posted
Jan-24-09

SUMMARY
Join a dynamic team environment where proactive thinking and strategic objectives drive the results oriented culture. Gain knowledge of a new and emerging industry where there are opportunities for advancement. Act in a leadership role in order to develop subordinates, to grow the business and positively influence other members of the team.
EDUCATION
Master of Business in Business Administration (2008)
AVERETT UNIVERSITY - Newport News/Danville, VA
PROFESSIONAL EXPERIENCE
VERIZON COMMUNICATIONS
January 2009 to Present
Internal Help Desk Service Manager
Act as part of a cross functional team managing data, customer service escalations, root cause analysis, problem solving, coaching of consultant staff, internal inquiries and to support and ensure revenue for consultants. Manage strategically while maintaining approachable and adaptable demeanor in order to meet needs of the business. Facilitate effective communication as part of a team objective to drive improved market penetration and sales retention.
VERIZON COMMUNICATIONS BUSINESS SERVICE CENTER - Richmond, VA
August 2008 to January 2009
Successfully coached and developed employees on sales strategies, conflict resolution and customer service skills
Development Coach
Deliver one-on-one and group coaching and development to consultants. Develop and facilitate training sessions and feedback forums. Act as mentor, coach and trainer providing feedback and positive reinforcement of best practices. Consistently develop professional and strategic goals for employees. Promote and enhance cross-selling activities as well as encouraging accountability and self management skills.
Key Accomplishments:
* Create job aids to reinforce product information and pricing in order to increase sales revenue.
* Provide improvements in sales processes and procedures to increase customer satisfaction by decreasing length of customer calls.
* Consistently used statistical process control (SPC) to provide documentation and track consultant performance.
* Author of weekly development schedule for consultants and coaches.
VERIZON COMMUNICATIONS FIBER OPTIC BUSINESS SERVICES - Richmond, VA
September 2004 to August 2008
Built a solid record of achievement and ability through consistent performance, exceeding center and business goals
Business Fiber Consultant
Generate nearly $2 million in annual revenue thru dialogue marketing of business fiber landline, broadband and television products, services, and features. Use customer relationship management and process solutions to increase market penetration and sales revenue.
Key Accomplishments:
* Consistent top performer, exceeding 100 percent of established revenue goals and objectives with documented sales history.
* Member of "The Firm" Quality and Sales Support Team.
* Participated in revision of regional sales guidelines for quality control and to create best practices.
* Honored with the Above & Beyond Award for National Customer Service.
* Recognized for excellent relationship management, root cause analysis and conflict resolution.
VERIZON LIVESOURCE - Richmond, VA July 2001 to September 2004
Achieved significant process improvements and created electronic data management system
Administrator for Product Management / Product Development
Co-managed operations for the publisher list product which totaled over $2 million in annual revenue. Responsible for sales, billing and managed operations to ensure compliance with federal regulations. Completed data evaluation and root cause analysis as a quality control measure for contract fulfillment.
Key Accomplishments:
* Lead cross functional team for database conversion to bring telecommunication listings into federal regulatory compliance for GTE and Bell Atlantic.
* Troubleshooting, testing, and amending processes to achieve successful conversion and compilation of database listings.
* Project manager in upgrade of Microsoft Access billing database and directly responsible for re-engineering of order flow and forms.
* Responsible for process improvement, modification and creation of procedures resulting in 75% improvement in workflow.
* Compiled and edited sales/marketing collateral.
* Implementation of order tracking system resulting in increased productivity and improved customer response.
* Administered quality control measures to assure data integrity for publisher list requests.
VERIZON INFORMATION SERVICES - Richmond, VA December 2000 to July 2004
Consistently improved processes and exceeded strategic business goals
Independent Publisher List Coordinator

Key Accomplishments:
* Consistently exceeded established business goals and deadlines for publishing.
* Converted processes and data storage to paperless environment reducing resource expenses by 80%.

ADVANCED TRAINING & SKILLS
* Microsoft Office Suite
* Microsoft OS: 98, XP, NT, Vista
* Lotus Notes
* Coaching
* Excelling at customer care
* Broadband networking
* Business skills & Becoming a manager
* Writing marketing plans
* Advanced sales
* Computer hardware & software technologies

Certifications
See above


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