Marlon Miller
Frisco,TX
Summary
Results-driven technical professional with comprehensive experience in technical support and team leadership. Proven ability to manage complex technical issues, ensuring seamless operations and high customer satisfaction. Known for effective collaboration and adaptability in dynamic environments, leveraging expertise in troubleshooting and customer service excellence.
Overview
38
38
years of professional experience
6
6
Certification
Work History
Sr. Technical Support Manager
Securus Technologies, Inc.
10.2003 - 08.2024
- Support technical solutions development within Technical Support
- Tracked KPIs and created continuous improvement plans.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
- Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
- Supported new product launches through seamless integration of new technologies into existing support frameworks.
- Established a robust knowledge base, reducing resolution time and increasing first-call resolution rates.
- Analyzed support trends to identify opportunities for product enhancements or additional training resources.
- Kept abreast of industry trends by participating in workshops, conferences, and other professional development activities.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
- Consult with customer, identify technical requirements, present viable solutions and drive flawless execution of the agreed solution
- Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
- Provide continuous hardware/software training for Support Technicians
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Streamlined support processes for improved efficiency and faster response times.
- Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
Customer Care Center Manager
Allegiance Telecom, Inc.
05.2000 - 02.2003
- Managed, Recruited and hired for a local Customer Care Call Center
- Managed overall performance of CSR’s provided by Supervisors and Quality Assurance
- Provided daily feedback to the Director on overall Call Center Performance Measurements
- Created/Implemented several bonus structures for the Management staff
- Facilitated and implemented tracking process to care for customer attrition
- Lead a management team that was instrumental in developmental improvements of trouble ticket tracking application
- This included proper trouble/billing ticket templates & formats, affected TN’s, billing history/information, Sales & features information and overall customer history
- Drove cost savings through careful budget management, prioritizing resources effectively to meet business objectives without sacrificing service quality levels.
- Created comprehensive training materials that facilitated efficient onboarding of new employees while minimizing downtime in operations.
- Optimized workforce scheduling to ensure adequate coverage during peak hours, improving overall productivity.
- Ensured adherence to regulatory guidelines and company policies through regular quality assurance audits of call center agents'' interactions.
- Enhanced customer satisfaction by addressing and resolving escalated concerns in a timely manner.
- Maintained high-quality service standards with focused employee coaching and performance evaluations.
Manager of Operations
Aegis Communications Group – a.k.a. – ATC
01.1987 - 05.2000
- Created staffing/scheduling for campaign of 250-350 CSR’s
- Prepared/Implemented Quality Assurance Conformance Summary Reports
- Monitor overall Performances of CSR’s provided by QA and Supervisors
- Provide daily feedback on overall operations of call center performance to the Director
- Implemented attendance weekly/monthly tracking report
- Created tracking mechanism to care for campaigns overall Sales objectives weekly
Education
Diploma - Business Data Processing, Computer Programming
Phillips College
Chicago, IL06.1987
Skills
- Effective communication
- Technical troubleshooting
- Vendor relations
- Escalation management
- Training and mentoring
- Operations management
- SLA management
- Hardware/Software support
- Staff training
- Scheduling
- Teamwork and collaboration
- Adaptability and flexibility
Accomplishments
- Supervised team of 48 staff members daily.
- Used Microsoft Excel to develop a backlog report tracking spreadsheet.
- Achieved results by introducing software that allowed for refreshed statistics and updated daily.
- Collaborated with team of 7 in the development of New Release Card Program.
- Collaborated via cross-functional teams that led to creating a tool that not only tracked, but alleviated duplicated tickets/cases to decrease overall backlog.
- Used Microsoft Excel to develop backlog report tracking spreadsheets.
- Achieved results by introducing software that allowed for refreshed statistics and updated daily.
Certification
- Comp TIA A+
- Comp TIA Network+
- Lucent Technologies TC 1601 Communication Basics
- Lucent Technologies TC 1602 Analog & Digital Concepts
- Lucent Technologies TC 1603 Transmission
- Lucent Technologies TC 1604 Switching
- Disciplining Difficult Employees
- Lawful Termination’s
- Exceptional Customer Service
- Management Skills for New Supervisors
- Practical Skills for Managers & Supervisors
- Organizing & Leading Teams
- Valuing Diversity
- Leading High Performance Teams
- Brainstyles
- Customer Service Excellence
- Servant Leadership
- Leadership and Team Success Award
Personal Information
Title: Technical Support Manager
Timeline
Sr. Technical Support Manager
Securus Technologies, Inc.
10.2003 - 08.2024
Customer Care Center Manager
Allegiance Telecom, Inc.
05.2000 - 02.2003
Manager of Operations
Aegis Communications Group – a.k.a. – ATC
01.1987 - 05.2000
Diploma - Business Data Processing, Computer Programming
Phillips College
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