SUMMARY

Operations Management and Customer Support professional with expertise in building and leading technical support, customer service, and call center teams. Background includes directing support activities, developing support policies, processes and procedures. Skilled at providing customers, internal teams and business partners with vital business reports, metrics and recommendations needed to make informed decisions regarding operational effectiveness, and increasing customer satisfaction.

PROFESSIONAL EXPERIENCE

Confidential, Skokie, IL 2010 – October 2011

Manager Technical Support & Customer Service (2010 – October 2011) 
Reporting to VP Operations, the responsibilities were to manage all Customer Service and Technical Support teams with close involvement in operations management, project management, coordinating activities at warehouse and also product development tasks with design/production team in China.

• Major responsibility is to establish and maintain state of the art technical support and customer service departments for company’s specialized navigation devices and online store.
• Direct Customer Support and Technical Support Operation, liaison between clients, supervisors, and call center employees.
• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
• Developed new processes, policies and procedures.
• Responsible for interviewing, hiring and training of customer service representatives.
• Make sure that the center is achieving maximum profitability and effectiveness.
• Responsible for improving attendance and personal achievements.
• Monitor interaction between staff and callers to ensure quality assurance standards.
• Review call center statistics to measure staff performance and the need for improvement.
• Managed order entry, warranty return claims / RMA process.

Confidential, Rosemont, IL  1998 - April, 2010

Operations Reporting Analyst (2009 - April 2010)
Recognizing my strong analytical, intuitive and advanced reporting skills I was promoted to Operations Reporting Analyst to work for the VP of Operations. Established standard operating procedures for reporting and analytics across the organization. Developed, maintained and automated operations metric and reports on a routine basis for internal and external customers.

• Provided statistical and analytical support directly to senior management and quality assurance department by providing metric trends and reports on a routine basis. As a result, operations teams were able to identify process gaps and improve business results.
• Analyzed, identified and reported the trends on most frequent support calls. As a result, software development team corrected or devised a plan focused on achieving increased customer satisfaction.
• As a member of internal QA auditors team, participated with quality assurance department to audit customer support department.

Confidential (2005 - 2009)
Directed support staff to ensure customer satisfaction and to support company’s proprietary and non-proprietary products. Ensured customer support activities are performed in accordance with established Standard Operating Procedures and Policies.

• Supervised employees in the technical support department; carried out supervisory responsibilities in accordance with the organization\'s policies and applicable laws. Scheduled staff to ensure that adequate coverage was provided to meet support call demands.
• Participated in interviewing, hiring, and training employees. Implemented strict training policy and ensured that all support staff were mentored and trained on all required SOPPs and job related work instructions.
• Planed, assigned, and directed daily support work load; prepared quarterly and yearly performance appraisals.
• Fulfilled role of Management Representative as defined by the FDA’s QSIT (Quality System Inspection Technique) guidelines.
• Developed, documented and validated support procedures and policies, tools and utilities.
• Provided and maintained monthly accounting reports on all billable projects. Prepared and maintained monthly meaningful operations metrics and quality reports on customer support data; participated in monthly quality assurance meetings.
• Negotiate deals and work with hardware system supply contractor to assure timely availability of system/parts for customers at various locations.
• Performed internal quality audits within the organization as member of internal QA team.

Lead Customer Support Engineer (2000 - 2005)
Customer Support Engineer (1998 - 2000)
Provided level-II/level-I customer support by performing/participating in advanced trouble shooting. Completed many special projects, new installations and upgrades. Trained and mentored new support engineers.

• Completed special projects involving complex configuration changes and troubleshooting. Coordinated with software engineering department to identify and document software defects.
• Performed quality checks on support logs created by customer support engineers; performed necessary follow ups with the customers.
• Created and validated support procedures and on-line help documents.

Confidential, Jeddah, Saudi-Arabia 1994 - 1998
Computerized Maintenance Management Systems Engineer: Worked as a Computerized Maintenance Management Systems Engineer (CMMS) at Saudi military air bases using MAXIMO software, crystal reports, SQL and MS Access. Collected, maintained and performed data analysis on engineering data for each piece of equipment installed. Prepared maintenance schedules for airport equipment.

Confidential, Jeddah, Saudi-Arabia 1992 - 1994
Mechanical Engineer: Performed operations and maintenance activities at industrial projects using computer aided Thermography.

Confidential, Karachi, Pakistan 1989 - 1992
Computer Aided Designing Engineer: Designed mechanical parts using CAD/CAM and CMM

EDUCATION

• BS, Mechanical Engineering

STATUS

• US Citizen
• PROFESSIONAL DEVELOPMENT
• Leadership Skills for Supervisors.
• Leading Extraordinary Customer Service.
• Preventing Workplace Harassment.
• Resolving Conflicts of Interest.
• Ethical Leadership.
• Diversity at Work
• Process and Logistics of Internal Quality Auditing in a Regulatory Environment.
• Measuring, Reporting and the IT Service Management Metrics (ITIL)
• COMPUTER SKILLS
• Expert in all Microsoft Office 2007 products, particularly advanced skills in Excel, Access, Power Point, Visio and MS project.
• Microsoft SharePoint
• SQL, VB, C+
• Crystal reports, TychoMetrics
• AWARDS
• Leadership award
• Most versatile employee Outstanding customer service
• American Red Cross disaster relief