Steven McCoy
Watkinsville,GA
Summary
Energetic, driven, growth focused leader who offers strong leadership in diverse organizations. Expertise in improving operational efficiencies, while interfacing with multiple functions throughout large scale and complex organizations, with a strong proficiency in developing highly effective teams.
Overview
33
33
years of professional experience
Work History
Customer Support Manager
Sprint Corp.
Atlanta, Georgia
01.2003 - 05.2023
- Manage a team of 5 supervisors, 70+ Implementation Specialists, as well as a team of 8 Implementation Project Managers.
- Led efforts on decommissioning the Time-Division Multiplexing (TDM) network.
- Project management of Sprint's in-sourcing initiative, developing new order processing, methods, procedures and order flows.
- Oversee daily tracking of over 20k order components.
- Development of a one stop shop for our Implementation Specialists for training opportunities, "Who to Call" and links to partner organizations.
Network Service Manager
Sprint Corp.
Irving, TX
08.1999 - 01.2003
- Provided 24x7 exception problem management for assigned Fortune 500 customer base for customer outage/impact troubles and concerns.
- Prepared and delivered detailed quarterly service reviews.
- Collaborated with Customer Care and Network Management teams to partner and create strategic plans, maintain and increase service levels with goal to enhance customer satisfaction, both internally and externally.
Application Support Manager
Sprint Corp.
Irving, TX
08.1998 - 08.1999
- Trained Implementation Project Managers & sales representatives on new products and processes.
- Assisted in new/renewal of customer contracts.
- Led efforts in the design and creation of a new Resource Guide for sales and Implementation Project Managers.
- Assisted customers with understanding their monthly invoice components.
Senior Technical Applications Consultant
Sprint Corp.
Irving, TX
07.1995 - 08.1998
- Provided pre/post sales support to new and existing business customer base.
- Processed new and change order activity for an assigned base of Enterprise customers.
- Led account retention weekly/monthly customer meetings on inventory and invoice reviews, current and planned projects and chronic trouble resolution.
- Assisted sales with Request For Information and Request for Proposal.
Supervisor, Service Management Center
Sprint Corp.
Atlanta, GA
09.1990 - 07.1995
- Managed a team of 15 Customer Support Representatives, including hiring, monthly call monitoring and quarterly/monthly reviews.
- Managed daily call stats for process improvements.
- Addressed executive level escalations with internal organizations to insure timely resolutions of customer events.
Education
High School Diploma -
Dougles County High School
Douglasville08.1982
Skills
Project Management Process Management Leadership Analytics Matrix Management Business Process Improvement
Timeline
Customer Support Manager
Sprint Corp.
01.2003 - 05.2023
Network Service Manager
Sprint Corp.
08.1999 - 01.2003
Application Support Manager
Sprint Corp.
08.1998 - 08.1999
Senior Technical Applications Consultant
Sprint Corp.
07.1995 - 08.1998
Supervisor, Service Management Center
Sprint Corp.
09.1990 - 07.1995
High School Diploma -
Dougles County High School
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