Customer Support Director Resume

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3603 Main Green Way • Burtonsville, MD 22222 • (301) 555-3856 • SUMMARY: A results-driven and accomplished Management professional with an extensive background in Support Services, Information Technology, and Operations. Experienced at developing and leading effective customer service and support programs and departments. Excellent project management skills. Adept at formulating and implementing policies and procedures. Highly familiar with re-organizing programs to enhance performance and reliability. Expertise in the areas of project management, staff development and direction, customer training, quality control, and document preparation. Able to plan and direct complete project life cycles. Ability to liaison between technical and non-technical persons. Outstanding presentation and communication skills. PROFESSIONAL BACKGROUND AND ACHIEVEMENTS: Customer Services / Support and Operations Management  Hired, trained, and supervised technical, administrative, support, and other personnel. Monitored performance and conducted employee evaluations.  As Director of Customer Support for Avectra created financial plan outlining revenue production against expenses.  Oversaw Technical Support division, including customer support, financial, training, and quality assurance analysts, as well as technical writers.  Conducted complete re-structuring of Avectra’s customer support program as part of corporate merger, instituting new policies, procedures and integrating processes. Re-organized resources, merged support methodologies, and * improved existing client relationships.  Served as primary customer liaison for technology upgrade projects. Provided cost analyses, monitored timelines, delivered reports and updates throughout course of projects.  Established in-house technical training and customer service processes for Avectra’s analysts, trainers, managers, and coordinators. Implemented web-based issue
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