Client Service Manager Resume

Title
Client Service Manager

Primary Skills
Customer service delivery team manager

Location
Canada-BC-Surrey (will consider relocating)

Posted
May-04-09

Objective:

To become a contributing member of an organization that values dedication, encourages creativity and allows for interaction with customers, employees and other departments to assist in identifying new opportunities that will expand and grow the business while delivering superior customer services.

Strengths:

Ability to organize, handle pressure and stressful situations
Logical thinker and proactive decision maker
Strong focus on customer satisfaction
Managing and mentoring teams with diverse skill sets
Motivating, coaching and leadership skills
Excellent interpersonal and people skills
Proven track record of managing during change
Able to quickly learn new technologies and systems
Logical thinker and decision maker

Overview:

My primary career focus has been in the delivery of client services and attaining superior customer satisfaction while ensuring corporate objectives were achieved. During this time I have overseen divisional operations while managing and motivating technical teams ranging in size from 8-45 highly skilled professionals. As a front line manager my personal client interactions have been instrumental in retaining corporate clients while driving incremental business and service revenues.


Employment History:

WP Consulting
Partner - Consultant, Vancouver, B.C. 2000 -- Present

As an independent contractor/consultant I have performed a variety of services for my clients.
Services provided:
- Managing a technical team providing structured data cabling installations and support services
- Project managing the delivery of province wide rollouts
- Negotiating and managing contractual commitments and service levels
- Overseeing the implementation of VoIP (Voice over Internet) systems in corporate environments
- Negotiating contracts with manufacturers and suppliers
- Design and setup of distribution and support services


SHL Systemhouse / EDS Innovations
(EDS acquired SHL Systemhouse)
Manager of Network Integration Services, Vancouver, B.C. 1997 -- 2000

Responsibilities included:
- Manage the daily activities within the Network Integration division
- Interfacing with clients and sales team on a daily basis.
- Manage a team of technical professionals that included Project Managers, CCIE's, MCSE's, MCSD's, Network Consultants and System Engineers in Vancouver and Victoria.
- Creation divisional budgets and forecasts
- Achievement of divisional revenue and profit targets.
- Ensuring projects were completed on time and within budget.
- Planning and scheduling of project staffing.
- Performance reviews, salary negotiation, career development planning for all direct reports.
- Negotiating and liaising with prime contractors, business partners and 3rd party support organizations.
- Work with vendors to plan training and new product support strategies.
- Direct involvement in all recruiting and hiring activities.
- Involved in costing and pricing for all projects and contracts.
- Responsible for negotiating and developing statements of work and contracts for all projects.
- Review project status and financial reports with PM's, ensuring deliverables and financial targets were being met.
- Provided leadership and mentoring.
- Participate in client status meetings.
- Primary escalation point for any customer or project related issues


ComputerLand/Computer Innovation/SHL
(companies merged to eventually form SHL Systemhouse)
Customer Service Manager, Vancouver, B.C. 1992 -- 1997

Responsibilities included:
- Managing the daily operations of an infrastructure customer support organization throughout British Columbia.
- Managed a staff of 22 employees and 12 contractors.
- Provided input and support to the sales organization on competitive strategies to win new business
- Engaged clients on contract negotiations, and developing service level targets,
- Ensuring client satisfaction was attained on all engagements
- Developing a robust, experienced and customer focused service delivery organization.
- Financial responsibility for a $7M revenue goal.
- Performance reviews, salary negotiation, leadership and mentoring


Data General (Canada) Inc. 1976 -- 1992

Customer Service Branch Manager, Vancouver, B.C. 1989 -- 1992

Responsibilities included:
- Manage the daily operations of a infrastructure and customer support organization.
- Provide leandership and management for 10 direct reports.
- Services revenue and profit growth by securing new service clients while expanding existing business within the current customer base.
- Presentations and contract negotiations in support of sales activities.
- Identifying new opportunities to increase time and materials revenues.
- Monitor and control of operating expenses to meet branch goals.
- Exceed customer satisfaction level targets.
- Preparation of salary plans, budgets and forecasts.
- Yearly performance reviews and salary actions for all direct reports.

Engineer in Charge, Vancouver, B.C.
Data General 1985 -- 1989

- Relocated from Winnipeg at company request to support BC clients.
- Provide customer support to an assigned base of key accounts.
- Acted as second level support when required by other technicians.
- Reviewed and ensured configurations quoted by sales reps were accurate and complete.

Engineer in Charge, Winnipeg, Manitoba
Data General 1978 -- 1985

- Relocated from Toronto to open a new service and sales office.
- Supported a customer base in Saskatchewan, Manitoba and Northern Ontario.
- Hired and developed 2 additional technical support personnel.
- Supported sales efforts and grew the office to a staff of 6 employees.
- Assisted in the opening of a service office in Saskatoon.

Repair Center Technician, Toronto, Ontario
Data General 1976 - 1978

- Hired by Data General on graduating from Control Data Institute.
- located the repair center from Hull to Toronto.
- performed component level repairs on a wide variety of computer and peripheral PCB's.
- Trained new employees in trouble shooting techniques.



EDUCATION

Professional Management Institute Certificate in Management
Control Data Institute Computer Service Diploma
Quinte Secondary School Grade 12 Honor Role



REFERENCES
Available upon request.

Certifications
Certificate in Management
Computer Service Technician


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