Arthur Burns Email & Phone Number

Customer Data ManagementAlign work functions, assignments, and prioritizations with real-time requirementsReview performance reports and implement action plans to resolve any gapsProvide support and guidance to team leaders as they interact with their team and assisting them in working through customer issues.Reviews daily performance metrics to ensure Service Level Agreements are being met.Communicates with senior management issues impacting his teams.Interacts on a monthly basis as the customer contact in review with clients.Communicate expectations, achievements, new methods & procedures through individual and team coaching and performance evaluation.Aligns teams to insure they are fit for purpose.Develops training and implementation plansIdentify process work flow gaps and process improvement Implement key initiatives & implement site support projects Conduct performance reviews, coach in career development, and help identify training opportunities

Provide Level II technical support and resolve escalated customer inquiries relating to the BP network architectureCoordinate, order and track VSAT and associated hardware installations for all COT throughout the countryProvide training, quality assessment, and feedbackAct as liaison between the Elite Customer Solutions USA and other internal departmentsRecord and maintain information about all assigned user problems in the customer management systemIdentify and evaluate opportunities for improvement of POS-related business processes through trend analysisPrepare statistical reports from data in the customer management system Create and maintain knowledge base for retail systems products and proceduresDefine problem-tracking requirements to gather data on new hardware / software delivery and usageServe on, and sometimes lead, special project teams for new initiatives or enhancements (including roll-out teams

Provide network and satellite connectivity support for over 2500 BP stations across the United States.Analyze VSAT connectivity issues and resolve using a variety of network communication software packagesProvide training for team members to help troubleshoot and resolve POS problems reported to the call center from BP locations throughout the U.S.

Lead team of customer support specialists to answer customer questions, concerns and problems they encounter utilizing the Transora Data Synchronization Network and its applicationsDevelop procedure manual for daily processes as well as training manuals to troubleshoot the various products used by customers.Participate in cross-team meetings to keep up to date on changing technology, products and to ensure customer viewpoint is considered throughout development lifecycleAnalyze historical data to determine areas in need of improvementWork with CS team to continually analyze processes for ongoing improvement and customer satisfaction

 Formed and developed team for startup organization responsible for maintenance of local phone network in 14 state Central Region. Developed associated processes that resulted in our team ranking #1 in key performance indicators of nationally measured results in each of the past 18 months Responsible for $1.5 – $2.0 million annual budget  Partnered with training coordinator to develop customized technical curriculum for organization Assisted on developing processes adapted on national level for trouble ticket coordination and handling Interfaced with various local Telco groups to coordinate maintenance activities Worked directly with customer service and customers addressing concerns over services

Formed and developed team for startup organization responsible for maintenance of local phone network in 14 state Central Region. Developed associated processes that resulted in our team ranking #1 in key performance indicators of nationally measured results in each of the past 18 monthsResponsible for $1.5 - $2.0 million annual budget Partnered with training coordinator to develop customized technical curriculum for organizationAssisted on developing processes adapted on national level for trouble ticket coordination and handlingInterfaced with various local Telco groups to coordinate maintenance activitiesWorked directly with customer service and customers addressing concerns over services

Responsible for two 7x24 data centers offering a suite of applications under the name of MCI Mail including; e-mail, telex, fax dispatch, fax broadcast and X.400Coordinated hardware and software upgrades for all platformsDeveloped training agenda for new employeesDeveloped and presented product support presentations for Customer Service center in Washington, DC headquarters siteResponsible for $4 million annual budget

Supported, through installation and maintenance of, new product sets offered by MCI MailResponsible for developing documentation, training materials and then presenting to employees on all products offered

Member of start up team for MCI MailResponsible for computer operators and monitoring of Operations Data CenterInstalled hardware, software and developed training modules for each

 Formed and developed team for startup organization responsible for maintenance of local phone network in 14 state Central Region. Developed associated processes that resulted in our team ranking #1 in key performance indicators of nationally measured results in each of the past 18 months Responsible for $1.5 – $2.0 million annual budget  Partnered with training coordinator to develop customized technical curriculum for organization Assisted on developing processes adapted on national level for trouble ticket coordination and handling Interfaced with various local Telco groups to coordinate maintenance activities Worked directly with customer service and customers addressing concerns over services