Summary
Overview
Work History
Education
Skills
Certification
References
References
Timeline
Generic

Byron DuBois

Lexington,KY

Summary

Dynamic leader with a proven track record at North American Bancard, excelling in customer service and technical support. Skilled in Salesforce Administration and team leadership, I drove a 24/7 support model while enhancing efficiency and customer satisfaction. Passionate about fostering organizational development and achieving revenue growth through innovative strategies.

Overview

32
32
years of professional experience
1
1
Certification

Work History

Director, Support Services

North American Bancard
Troy, MI
02.2023 - Current
  • Responsible for overseeing the support function of North American Bancard Hospitality. This includes customer service, technical support, and product support.
  • Set the vision, goals, and standards for the support team, and ensured that they aligned with the overall business objectives.
  • Provide visionary leadership to the support management and the entire support team, setting clear objectives and direction.
  • Develop and execute the support strategy aligned with the company's goals and values.
  • Drive continuous improvement initiatives to enhance support capabilities, efficiency, and customer satisfaction.
  • Create and set governing metrics for all operational areas of customer care. Continuous monitoring of team performance and coaching of next level leadership to reach alignment .
  • Built additional outsource support for level 1 support. Utilizing a team from offshore to expedite support. Created and monitored training program and effective management of a foreign support team.
  • Analyzed customer feedback data to identify trends in product performance or customer service issues.
  • Coordinated resources across departments to maximize productivity levels.
  • Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
  • Established relationships with vendors and suppliers to secure favorable terms for materials or services.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Cultivated relationships with stakeholders to secure support and funding for key initiatives.
  • Monitored market conditions and competitor activities to inform business decisions.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Reviewed internal reports and identified areas of risk or potential cost savings.
  • Collaborated with senior leadership to set long-term objectives for the company.

Support Services Manager

North American Bancard
Troy, MI
01.2019 - 02.2023
  • Support Manager for large team handling inbound support calls for several point-of-sale systems including Micros Oracle products, Brink, Tabit, HRPOS, Toast, and SALIDO.
  • Credit card payments expert solving complex issues surrounding payment processing.
  • Worked a case queue to handle more complex troubleshooting and programming issues with point-of-sale systems.
  • Changed the processes and increased accountability.
  • Using a player-coach method, empowered and trained employees to properly manage the case queue.
  • Within 3 months the queue was reduced to under 20 pending daily reducing the amount of manpower needed to sustain support.
  • Empower team leads to take responsibility and shifted focus to the training of employees; with increased accountability and training, the amount of manpower needed to sustain support was reduced substantially allowing us to utilize existing employees to increase support to 24/7.

Systems Administrator

Bluegrass Hospitality Group
Lexington, KY
10.2012 - 02.2019
  • Managed POS systems for over 19 restaurants with different concepts including: Physical hardware installation, creating entire database, managing flow to the kitchen and troubleshooting.
  • Created, maintained and updated all computer systems as well as provided training to employees for proper utilization.
  • Completed data line installs, punch down and patch panel, smart switching, port forwarding, firewall configuration, basic subnetting, used command prompt knowledge to troubleshoot complex networking issues on a large scale.
  • Along with IT duties, I was often called on to help in all areas of operations such as: design, development and deployment of company websites as well as usage of: WHM, Cpanel, VPS, PHP Admin, MySQL and Visual Basics.
  • Maintained backups and completed updates as needed.
  • Manage DNS.
  • Created current My BHG Rewards program website and flow as well as the company's entire email marketing system.
  • Saved the company nearly $70,000 annually on outsourcing the BHG Rewards program, website, and marketing.
  • Assisted network engineering department with new phone system installation and programming.
  • Working knowledge of signage system, assisted in new signage system implementation.
  • A go-to for vetting new software and growth opportunities.
  • Oversaw implementation of a new scheduling system thereby freeing up hours of management time as well as providing support.
  • Created a new training portal that included complex scheduling and access to learning material previously not easily accessible to employees.
  • Created an online uniform store for employees to purchase uniforms directly.
  • Installed and maintained computer systems including Micros Oracle POS systems, printers, kitchen displays, and point-of-sale devices.
  • Extensive knowledge of back-end programming.

Project Manager

Driveline Retail Services
Lexington, KY
02.2007 - 10.2012
  • Completed large and small projects for big box stores such as Lowes, Advance Auto, and Dollar General stores.
  • From hiring employees for specific projects and communicating with vendors, I worked with tight deadlines and strict guidelines to complete projects, often multiple projects in different areas.
  • Began employment as a vendor in charge of small projects in a specific region.
  • Driveline was restructured after 1 year of working there and I was one of 40 employees asked to remain.
  • This provided a management position in a highly lucrative business.
  • With an exceptional track record of on-time completion.
  • Several of the employees under my supervision were groomed and recruited to manage themselves.

Technical Support Manager

Cingular Wireless
Grayson, KY
04.2005 - 02.2007
  • Began as a customer service representative and was promoted to Technical Support Manager within 6 months due to exceptional problem-solving skills.
  • I was able to find answers using company-provided documentation and by utilizing tools and people around me to ensure all customers received the best possible experience.
  • Due to my higher understanding of cellular infrastructure, my primary duties were as a floor walker helping other tech-support employees resolve more complex issues and acting as a liaison (or first elevation) when a customer requested a manager.
  • In the three years in this role, not one time did a management escalation go beyond speaking with me.
  • Great customer service skills, and ability to build rapport with customers.
  • Conflict resolution using proper apology, empathizing, and reassurance to customers experiencing issues.

Heavy Equipment Engineer

United States Marine Corps
Lexington, KY
09.1993 - 01.2005
  • Marine Corps 8 years and reserve duty.
  • Heavy equipment operators often work in hostile environments working under great pressure.
  • Honed my ability to improvise and find a way to get things done even when it seemed hopeless.
  • Learned how to manage and work under great pressure.
  • Assigned to special projects at Combined Arms events and worked with militaries worldwide.
  • This was a very sought-after duty that was only given to Marines with proven leadership capabilities that would be held in high regard by leaders of foreign military.

Education

Some College (No Degree) - Leadership

Marine Corp Institue

Skills

  • Salesforce Administration
  • Verbal Communication
  • Written Communication
  • Email Marketing/Brand Awareness
  • Microsoft Office
  • Software training
  • Customer service and payments
  • Leadership
  • Project management
  • Performance metrics
  • Outsourcing management
  • Team leadership
  • Vendor management
  • Hiring and onboarding
  • Financial analysis
  • Forecasting
  • Market analysis
  • Information technology management
  • Revenue growth
  • Cost analysis and savings
  • Program management
  • Operations management
  • Organizational development

Certification

  • A+
  • Net+

References

References available upon request.

References

References available upon request.

Timeline

Director, Support Services

North American Bancard
02.2023 - Current

Support Services Manager

North American Bancard
01.2019 - 02.2023

Systems Administrator

Bluegrass Hospitality Group
10.2012 - 02.2019

Project Manager

Driveline Retail Services
02.2007 - 10.2012

Technical Support Manager

Cingular Wireless
04.2005 - 02.2007

Heavy Equipment Engineer

United States Marine Corps
09.1993 - 01.2005

Some College (No Degree) - Leadership

Marine Corp Institue

Similar Profiles

CREATE PROFILE
Byron DuBois