Phillip Wick Email & Phone Number

Klamath Falls, Oregon, United States

• 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.

• 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