Phil Wick Email & Phone Number

Klamath Falls, Or

➤ Managed daily business operations for computer repair, hardware troubleshooting, networking, and system management.➤ Defined project scope, goals, success criteria, deliverables, timelines, milestones, critical paths, and action items.➤ Applied technical knowledge of both Microsoft/Office and Apple OS Enterprises as well as network experience.➤ Handled employee payroll for 20 staff and overseeing customer billing/collections in both Excel and QuickBooks.➤ Defined customer needs, identified best practices, conducted gap analysis, and developed to-be processes maps.➤ Managed customer service contracts and on-site scheduling for technicians while prioritizing assignments to meet needs.➤ Worked with senior management to set project strategy and evaluated project direction to align with enterprise goals.➤ Developed internal controls, provided time/cost estimates, and reported on milestones and project deliverables.➤ Provided a full range of office services by organizing office operations and developing/implementing office policies.

Klamath Falls, Or

➤ Resolved customer complaints via phone, email, mail, or social media as case manager for DirecTV customers.➤ Handled various technical issues with customer equipment including computer diagnostics and system repair.➤ Greeted customers warmly and ascertain problem or reason for calling while handling a high volume of calls.➤ Contributed to team meetings and asked questions to better understand the calls representatives are receiving or making.➤ Educated and coached workers regarding processes and practices and explained expectations to fellow employees.➤ Assisted other management team members in identifying trends and establishing goals to achieve desired service levels.➤ Prepared reports, analyzed call center data to improve processes, and ensured resources were properly allocated.➤ Maximized efficiency and customer satisfaction while handling management and key account concerns and questions.➤ Developed objectives for daily activities and conducted effective resource planning to maximize productivity.➤ Collected and analyzed call-center statistics such as call rates and customer service metrics and evaluated performance.

➤ Promotions Director/Broadcast Engineer – Citadel Broadcasting Corp., Reno, NV – 01/1996 to 10/2008➤ Promotions Coordinator – CBS Radio, Sacramento, CA – 05/1992 to 12/1996