Eric Winburn Email & Phone Number

Madison, Wisconsin Area

Manage P&L for a multi-client, multimillion dollar Service Desk with ~60 clients and ~200 employees Grew revenue and profitability every year since 2018Ensure Performance Reviews are conducted and provide valuable feedback that allows my employees to grow in their role resulting in a below average turnover rate (10-15% vs 25-35%) for a service desk. Identify opportunities for improvement of service delivery methods and procedures; review with appropriate management staff; implement improvements.Participate in Pre-Sales and Sales meetings which include but are not limited to onsite meetingsDevelop relationships with key account personnel both internal and externalInternal Objective – To keep internal communication open in order to ensure continuous improvement. I achieved this by working with the Client Service Management Team, Project Management Office, Sales Leadership, etc.External Objective – Ensure client objectives are being met both regarding process, procedures, quality and service levels.Increase Client satisfaction through stringent monitoring of Service Level Agreements on a regular basis. This included developing a specific Quality Assurance position, fulfilling the requisition and working with the employee to develop the process from the ground up.Reduce the time from hire to production through improved onboardings and more efficient training. This included developing a Training Specialist Role to provide a more dedicated and focused experience for the analyst.Development of a Quality Assurance Role to ensure quality remains at its highest level.Maintain a working environment that is energized and motivating, regularly held employee appreciation barbeques, installed a VR station for breaks, etc. Provide training/instructions to the Client on PDS processes, internal systems, and program policies throughout the Pre-Sales, Onboarding and Post-Sales processes.

Madison, Wisconsin, United States

 Ensure my team is running at the highest efficiency possible  Assists in the interviewing, hiring and orientation of team members.  Coaches and motivates team members to achieve high performance.  Attend regular Client Visits – Both Pre-Sales and Post Develop relationships with key account personnel  Increase Client satisfaction.  Identify future project needs of clients Maintains a working environment that is energized and motivating  Participate in account reviews and provide requested reporting for review meeting.  Promotes relationships with other departments by maintaining consistent concise communication  Provides guidance, direction, and timely follow-up to team members  Provide QA follow up, conduct Team Meetings, 1 on 1s to my Team Provides training/instructions to the Client on PDS processes, internal systems, program policies. Serve as day-to-day client contact for service support needs.  Serve as internal operations project leader for program implementation to monitor accuracy, timeliness, and quality of program

Madison, Wisconsin Area

Acts as Client advocate to ensure deadlines are met Assists in the interviewing, hiring and orientation of team members. Coaches and motivates team members to achieve high performance. Attend regular Client Visits Develop relationships with key account personnel Increase Client satisfaction. Identify future project needs of clientsKeeps Operations Manager informed of potential performance obstacles Maintains a working environment that is energized and motivating Participate in account reviews and provide requested reporting for review meeting. Promotes relationships with other departments by maintaining consistent concise communication Provides guidance, direction, and timely follow-up to team members Provide QA follow up, conduct Team Meetings, 1 on 1s to my TeamProvides training/instructions to the Client on PDS processes, internal systems, program policies.Serve as day-to-day client contact for service support needs. Serve as internal operations project leader for program implementation to monitor accuracy, timeliness and quality of program deliverables to ensure client satisfaction.

Madison, Wisconsin Area

Currently manage and maintain 30+ accounts. Currently manage 20+ employees including scheduling and goal settingMaintain constant communication with each and every client to ensure their satisfaction. Provide weekly reportingProvide monthly reporting and invoicingProvide monthly / yearly forecasting Maintain / Create WorkflowsPlay a key role in bringing on new clients

I trained and answered questions for my peers.I was responsible for keeping the Department Homepage updated with most current and useful information.I also received escalations when they arose.I did one on one with peers, while listening to their calls and coaching them. I was responsible for keeping various databases updated. Attended meetings of new and existing products when the supervisor was unavailable. I was also responsible to assist with calls when the service level was not met. I was top in nearly all categories within a few months of starting. I became Team Lead of the department in 5 months. Gained trust and confidence in my peers to answer any questions they had.

Maintained a high level of customer service with customers.Maintained internet accounts for DSL, dial up and web hosting customers. Created DSL, web hosting and dial up accounts. I sold products to customers after gaining confidence from the customer. I was responsible to train new employees. I worked with my own dedicated accounts. I was in the Top 3 for selling DSL and Long Distance nearly every month.I was in the Top 3 for my phone statistics nearly every month.

I was responsible for getting the truck unloaded at night and filling the sales floor before the store opened. I was responsible for cleaning the backroom and keeping items organized and located.I supervised over 20 employees at one time in the backroom and sale floor. I was responsible for creating the weekly schedule for employees in the back room and overnight team. I opened and closed the store through the holidays. I was responsible for product knowledge of the entire department, to answer any questions the customers had. I was responsible for delegating proper responsibilities when needed. I redesigned almost the entire back room with one other person. I learned vending operations. I trained all the new employees. I was promoted from stocker to supervisor in 3 years. I helped other stores when they were behind. I came up with many new and different ideas for organizing and selling products in aisles and on end caps.

Associates Degree, Graphic Design; Marketing And Selling Products; General Studies / Art History / Computer Programming

Education record