November 12, 2016 | Author: DanielRowe | Category: N/A
Daniel Rowe has created and implemented systems to improve efficiencies, cut costs, and enhance the bottom line for high...
DANIEL ROWE Firestone, Colorado 80504
(303) 588-5356
[email protected]
CUSTOMER / TECHNICAL SUPPORT MANAGER Operations / Process Improvement / Budgets / Call Centers / Problem Resolution / Quality Training / Team Building / Project Management / Cost Control / International / Technology Throughout my career, I have created and implemented systems to improve efficiencies, cut costs, and enhance the bottom line for high-tech companies. I have a history of building and mentoring customer service teams to improve client relations and grow sales in environments where customer satisfaction is crucial to the success of the organization. In addition, I have significant experience in quality project management in the contact/call center function for small and Fortune 500 companies. I have maximized contact center performance and quality, providing timely, accurate technical support success. Some of my strengths include… Building, developing and leading effective technical and support teams Starting and managing global call centers here and abroad Leading projects to successful completion – under budget and ahead of schedule Maximizing profits by improving operational efficiency while keeping quality as high as possible I have been commended for my leadership and communications skills. I routinely earn confidence of clients, engender loyalty, win referral business and outperform competitors. I have often been told that I am a strong trainer and mentor. I have attended courses and seminars for Six Sigma, Customer Operations Performance and many others.
SELECTED ACCOMPLISHMENTS Increased customer satisfaction. Apple, a major account of IBM, was expanding but had concerns with IBM employees’ knowledge levels. Implemented one-to-one training. Established peer coaching positions to complement quality team and remote monitoring. Increased customer satisfaction from 77% to 89% and ensured future growth for IBM. Started 176-seat call center. Assigned as project manager for Apple account to start contact center. Attracted, retained and trained high-performing customer service team. Set up IT infrastructure including phone and LAN connectivity. Delegated duties and clearly defined accountabilities. Completed smoothest go-live project Apple ever encountered. Established international presence. Chosen to lead team for a startup account at IBM Manila (Philippines). Created performance management objectives, implemented processes that ensured new site was successful. Controlled training costs and mentored new Service Delivery Manager. Drove customer satisfaction rate to 90%. Improved billable revenue. Promoted to first Quality Specialist for Apple Account with IBM Australia. Quickly came up to speed on client’s methods of quality measurement and training. Improved weekly customer satisfaction at a rate of 6% per week rising from 75%. Dropped account client handling time from 18 minutes to 14, improving billable revenue.
CAREER HISTORY Operations Manager, IBM, USA, 2010 to Present. Oversee operations for IBM key account (Apple, Inc.) including quality, HR and customer satisfaction. Establish KPI’s and ensure targets are met. Implement continuous process improvements, ensure productivity and communicate current status to client as appropriate. Manage 15 Team Leads and responsible for 350 FTE employees and budget. Team Manager, IBM Australia, 2006 to 2010. Promoted to provide operational management for senior technical support team on Apple Desktop and Portable Computers account. Completed root cause analysis, scheduling and line monitoring. Served as customer focal point and maintained customer service at peak levels. Managed 25 staff. Quality Specialist, IBM Australia, 2005 to 2006. Guaranteed delivery of high quality and professional service, consistently monitoring and coach phone representatives in call/contact center. Clearly defined metrics and goals, improving productivity. Implemented KPI’s and conducted on-going training where necessary. Team Manager, Mondial Assistance (Allianz), 1999 to 2005. Responsible for emergency travel medical coordination, repatriation and claims and collection of medical reports for nurses and doctors. Served as customer support for insurance matters and policy definitions. Managed 10 employees, driving high quality and customer support. Earlier: Trainer Customer Service, SunSuper Superannuation; EDC/POS Analyst Team Leader, Credit Control Officer American Express International; Credit Control Officer, TeleCheck Australia. Additional: I enjoy music: lyricist and production.
