Experience

TASQ Technology

• Financial Services
• 1 - 100 Employee

• Technical Support Team Lead

  • 2010 - Present

  TASQ Technology / First Data Corporation: (Network Securities) TASQ Technology / First Data Corporation: (Network Securities)



IBM

• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Support Analyst/Customer Service

  • May 1994 - Nov 2009

  Supported day to day operations through staffing, team productivity and auditing service levels.Ensured process for customer payments via credit card & purchase orders was properly followed under required safety guidelines.Assisted in every aspect and responsibility of Managers Role to meet clients' performance objectives.Provided floor presence and answered all customer dispute questions and provided work directions.Provided Team Analysis, Individual Log Audits, Phone Quality Reports, Cross Training Agents, Monitor after Call Work, Idle Time, and coaching in a one on one setting. Show less

• Assistant Manager / Accounts Receivable / Senior Support Analyst

  • Oct 2007 - Oct 2009

  Support Day to Day Operations through staffing, team productivity & auditing service levels.Ascertain process for customer payments via credit card & purchase orders are properly followed under required safety guidelines.Assist in every aspect and responsibility of Managers Role to meet clients' performance objectives.Providing floor presence and answer all customer dispute questions and providing work directions.Provide Team Analysis, Individual Log Audits, Phone Quality Reports, Cross Training Agents, Monitor after Call Work, Idle Time, and coaching in a one on one setting. Team leader/ (Contract Customer Mail Fulfillment, Namely Phillips and RCA Show less

• User Support Help Desk / Technical Support

  • Jan 2000 - Nov 2003

  Provide Password Support Internally To Contact Center and Externally To Customer Engineers.Provide Level I and II support to customer engineers upgrading software to their (PT's) portable terminals.Created, Updated and Deleted Prescreens for Receive Call, and Branch Coordinators trained technicians.

• Entitlement Customer Service Coordinator

  • May 1994 - Jan 1999

  Detailed Research of 5 to 10 databases depending on the company size of customer researching service contracts, and the type of service a customer is entitled to.



IBM (International Business Machines Inc)

• Assistant Manager, Customer Service Team Leader, Senior Support Analyst

  • May 1994 - Oct 2009

  Accomplished 15 years in the following roles; Disputes Resolution Owner, Contracts Specialist, Sales Leads, Technical Support, Accounts Receivable, Teleservices Branch Coordinator, and User Support Help Desk. Cross trained agents on newly presented process closing gaps during staffing challenges. Led multiple teams of 20 agents exceeding service levels through monitoring and auditing calls. Organized & led team meetings for review of newly developed process created for business improvement. Attend Daily Conference call Meetings with Sponsors, and Company Executives. Rewrite, Develop & Publish Process Improvement with implementation Created Audit Documents published In Company's National Online Quality Manual Serve as Manager Role as needed across teams in decision making throughout Contact Center. Consistently recognized as "exceeding expectations" in Leadership Roles. Rated as "1" consecutively over past three years which is highest rating achieved at Company. Show less



IBM (International Business Machines Inc

• Assistant Manager, Customer Service Team Leader, Senior Support Analyst

  • Jan 1994 - Jan 2009

  Assumed progressively more responsibility in roles; Disputes Resolution Owner, Contracts Specialist, Sales Leads, Technical Support, Accounts Receivable, Teleservices Branch Coordinator, and User Support Help Desk. Cross trained agents on newly presented process closing gaps during staffing challenges.Led multiple teams of 20 agents exceeding service levels through monitoring and auditing calls.Organized & led team meetings for review of newly developed process created for business improvement.Provided analysis of team productivity in daily conference call meetings with sponsors and company executives . Developed action plans to address issues preventing team from meeting productivity goals.Developed process improvements based on customer disputes which were updated and published in national database. Created audit documents published In Company's National Online Quality Manual.Served as Manager as needed across teams in decision making throughout Contact Center.Consistently recognized as "exceeding expectations" in leadership roles.Rated as "1" consecutively over past three years, highest company rating. Show less

• Customer Service Team Leader

  • 2005 - 2007

  Contracts Fulfillment, Phillips / RCA, 2005 - 2007Led two teams with 6 agents each for Contracted Customers Mail Fulfillment Teams.Completed one on one trainings to learn business. Rewrote process using Six Sigma Strategies to streamline individual duties resulting in 90% improvement in meeting target arrival times for products and services. Developed and cross trained Backup Support Teams during staffing challenges.Attended weekly conference calls with Contract Executives relaying newly introduced process with the responsibility of training teams internally.Laptop Support Dispute Resolution Owner, 2004 - 2007Liaison between Technical Support and Customers Disputing Damage and Cost of Repairs.Utilized negotiation skills to resolve customer problems. Managed pricing, financial business decisions , reviewed laptop repairs, explained damage and cost. Engaged in conference calls with Lead Technicians at Repair Center, negotiating costs of repairs. Depot Services Support / Customer Management, 2003 - 2004Handled inbound calls from Technical Support processing preapproval payments for laptop service.Processed payments via Credit Card or Purchase Orders through a secured database.Managed Billable Service by placing outbound calls to customers explaining warranty, damage and cost of repairs. Placed in lead role due to customer professional experience in listening, communication, and negotiating skills, and assuming leadership in resolving all calls when other team members became uncomfortable. Show less