Lane Baker Email & Phone Number

Atlanta, Ga, Us

Atlanta, Ga, Us

Atlanta, Ga, Us

Marietta, Georgia, Us

Managed (Director level) customer support help desk, customer implementation, and customer training (45+), including 3 managers. Implementation and project design for networking, software, and hardware at customer. Overview current staffing, tools, and implement new policies and procedures, including personnel, tools, ticket escalations and emergencies. Develop performance metrics for support personnel, including customer surveys, resolution times, and avg hold times. Work with Product Acceptance to ensure new releases are bug free and ready for rollout. Coordinate with Development to review outstanding enhancements and set goals for release dates. Responsible for all aspects of support including project rollout of “technical restructure”; vendor hardware issues; development software issues and sales escalations from customers.Selected Projects/Highlights:Development of staff to include 3 tiers of support and training via LMS(Adobe Connect) for all support personnelCollected over 1M (in a 3-month period) by implementing software subscription notices for customers out of support. LEAN event project analysis to determine rate changes for onsite installs, as well as on site repairsDeveloped Tier 1 and Tier 2 curriculum for training support personnelInitiated SFS 4.2 (company project) to enhance all of support aspectsSpearheaded rollout of SalesForce/Support Cloud (CRM) to all support personnel including license generation, asset tracking, call tracking, RMA tracking and Implementation project trackingIncreased customer SAT in 18 months from 2.3 to 9.75 (1-10 scale)

Marietta, Ga, Us

Instruction of Windows Vista and Office 2010 (Part time)

Manage and direct all aspects of current business. Customer marketing, sales, service and support.; US largest e-learning provider of medical online software and certificationDirector of Support OperationsManaged 20 direct reportsCharged with the aggressive turnaround of Support Operations underperforming industry standards for Gold Level Support. Worked in concert with Software Development team to develop a support strategy for rollout of new software platform. Selected Projects / Highlights:Energized new support team to turn around Customer SAT's from 4.5 to 9.0.Customized customer relationship management (CRM) software to enhance productivity of sales and support

Develop, execute and implement all IT Services to new clients and existing clients. Managed implementation teams of up to twenty-five members. Initiated new processes and procedures for managing implementations, including cost-analysis and project tracking.

Managed 15 direct reports (technical support, customer service, and senior analyst)Managed all aspects of Technical Support Operations. Design, develop and direct all training initiatives for support personnel and office personnel. To enhance customer service - implemented CRM software (HEAT) for entire company of 700+. Maintain all vendor contracts including Microsoft, Dell, HP, IBM. Manage all IT assets. Implemented over 140+ new policies and procedures.Select Projects/Highlights:Management and Asset projects to track all computer assetsImplemented CRM software (HEAT) for entire company of 700+ to enhance customer service to increase Customer satisfaction by over 300%.Managed, and implemented all IT assets ($4M), including disposals and employee buyout programs. Saved the company over $50,000 annually from hardware disposal fees. Facilitated aggressive training and mentoring of all support employees to achieve 90% first call resolutions, compared with industry standards of 78% (Gartner Group)Improved overall productivity and saved over $450K per year by implementing CRM for customer service and over 140 detailed processes and procedures. Productively negotiated Microsoft EA (multi-million dollar) contract with Board presentations to promote strategic new software platforms. Managed budgets to within 1% of monthly goals by cutting costs of training, implementations and hardware rollouts.Effectively introduced ROI studies to negate outsourcing support

Managed 40+ direct reports (including customer service specialists, regional technical managers, administrative staff)Designed, developed and implemented Nationwide Support Center. 10,000+ user Help Desk including 25 remote resources in 40+ offices. Business Process Reorganization and directed all call center operations. Customer-centric focus: Customer satisfaction surveys for each call, hourly call backs to each customer to inform customer of progress of resolution, hourly verifications for problem calls which were closed by technical personnel but remained open until verified by customers, and quarterly surveys to regional managers for improvement of call services; designed reports for weekly/monthly status for the senior staff; assembled an in-house library of customer service videos, cassettes and books.; administered National Vendor Contract(s)Selected Projects / Highlights:Energized new support team to turn for solid SAT's of 9.8.Designed, developed and deployed CRM software to all technical support.Annual meeting of nationwide managers - received standing ovation for support services turnarounds.Additional responsibility of Y2K project - less than 2% issues