Supervisor, Customer Support Resume
Kimberly Y. Glenn
Greenmont Circle
Alpharetta, Georgia
Email:
Phone: Mobile:
PROFESSIONAL SUMMARY
Experienced professional with an extensive background in technical support, customer service, training and management. Solid track record of building successful customer and business relationships in addition to strong team building and team development skills. Excellent written and verbal communication skills.
CERTIFICATIONS AND QUALIFICATIONS
&#; Certified Support Supervisor /
&#; A+ Certified
&#; Georgia Teaching Certification:
General Science and Computer Technology&#; Bachelor of Science in Biology Ed.
TECHNICAL PROFICIENCIES
Software: Expert Level Microsoft Office Applications, ACT! Contact Management Software,
Quicken, QuickBooks, Intuit Turbo Tax, H&R Block TaxCut, Adobe PrintShop, Adobe Publisher, Timesheets Professional Payroll Software
Platforms: DOS, UNIX, WINDOWS
//ME//XP/Vista
Exposure to Microsoft SQL & .Net
Tools: Norton/McAfee/Windows/AVG
AntiVirus/Internet Security,
Ad-Aware, Go-To-Assist Remote
Connection software, LogMeIn
remote access, WebEx, Witness
call monitoring software, SharePoint
PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS
Sage Software, Inc. February – Present
ACT! Customer Support Supervisor
Provide support and leadership to a team of technical support agents in a high volume helpdesk/call center environment supporting ACT! - The # selling contact and customer management solution worldwide. Provide support and guidance for escalated cases. Handle customer complaints and executive escalations.
Key Contributions:
• Manage team to consistently meet or exceed established performance objectives for handle time, customer satisfaction and call observations
• Exceptional multi-tasking abilities
• Monitor and coach individual agents for soft
skills, technical development and call
proficiency
• Instrumental in the recent growth of
call center from to + agents in
months
• Responsible for interviewing + candidates
including hiring and firing
• Ability to stay calm when dealing with
difficult customers and stressful situations
• Consistently recognized for outstanding
quality of customer service
• Received % on survey of team members for
effectiveness of leadership
• Establish and keep current department
policies, procedures and processes
• Responsible for departmental awards programs
and calculating monthly awards and quarterly
bonuses for entire helpdesk – + agents
• Work closely with development and product
specialists to identify problems or defects
and report them for resolution in future
releases
AIG Agency Auto August to February
Second Level Technical Support, Team Lead
Trainer/Process Leader
Provided second level technical support to helpdesk agents and end users of AIG Auto Insurance Rating software in a high volume call center. Promoted to Trainer/Process Leader within six months and Team Lead within eight months of hire. Worked directly with senior management to analyze current processes and procedures and develop improvements.
Key Contributions:
• Managed team of eight agents. Consistently
exceeded team goals for handle time , customer
satisfaction and attendance
• Designed, implemented and conducted in-depth
training for new help desk agents
• Created technical documentation and
knowledgebase articles
• Consistently recognized for outstanding
quality of customer service and technical
support
Computer Solutions for your Home and Office July – August
Owner
Provided technical support and customized training along with business needs analysis and software/hardware solutions to home users and small business owners.
Key Contributions:
• Developed a loyal customer base
• Adept at identification and resolution of
complex hardware and software issues
• Provided customized training from beginner to
expert level for office and business software
applications
• Recommended hardware and software
solutions/applications for optimizing
business operations
• Performed hardware and software upgrades and
installation
• Recommended office procedures and help
establish policies for improved time
management, record keeping and overall office
efficiency
Technical Training Aids June -July
Technical Operations Manager
Provided pre and post sales technical service and support along with customized training to a large customer base throughout Georgia for Middle, High School and Post-Secondary Technology labs
Key Contributions:
• Instrumental in the award of a five year,
multi-million dollar contract with Fulton
County Schools
• Consistently recognized for excellence in
customer support and service
• Developed and implemented customized training
courses for Diversified Technology teachers
• Responsible for the project management,
implementation strategy, installation,
training, service, and support of over
classroom labs in middle and high schools
throughout Georgia
Forsyth County School System
Teacher, PC Systems Technology, Keyboarding
Key Contributions:
• First teacher in Forsyth County to be
Industry Certified
• Implemented cutting-edge A+ pilot program,
the first in the State of Georgia
• Instrumental in the creation and development
of core curriculum and courseware based on
CompTIA’s A+ Certification -the first program
of its kind in the State of Georgia
Glenn’s Restoring and Remodeling, Inc.
Operations Manager/Principal
Key Contributions:
• Responsible for start-up and operation of
successful general contracting business with
over million dollars in revenue.
• Hands-on manager with experience in strategic
business planning, human resource management,
benefits coordination, payroll processing for
staff up to , monthly and year-end
accounting and financial reporting,
purchasing, inventory control, property
management, preparation of estimates of repair.
• Created and managed successful marketing plans
and materials in addition to advertising
campaigns
• Established solid working relationships with
major insurance and claims management
companies such as Allstate, State Farm,
Travelers Insurance and Crawford and Company
(the world's largest independent provider of
claims management services).
Computer Consoles, Inc.
Regional Software Support Manager
Key Contributions:
• Provided pre and post sales technical
support for Unix based Office Automation
Systems – the first Unix based system of its
kind
• Coordinated proposals and product
demonstrations along with technical needs
analysis, system application design and
software installations
• Responsible for project management along with
technical support and training for several
very large installations through out the US.
Our customers included Citicorp, and several
top law firms such as King and Spaulding, Akin
& Gump and Alston & Bird
• Developed and implemented orientation and
training for OEMs, VARs, small distributors
and end-users
• Cited by management for dedication and
outstanding problem research and resolution
skills
• Regularly awarded recognition as Employee of
the Month and of the Quarter
REFERENCES PROVIDED UPON REQUEST
