Rick Steffey Email & Phone Number

Germantown, Md, Us

Hughes Network Systems Nad Germantown, Md

• Identified customer and installer issues and solved unresolved issues.• Served as an effective 'voice of the customer' and department liaison for communicating issues to other internal Hughes support teams.• Communicate recommended issue resolution or process change to launch management, engineering, network operations, and program managers to coordinate the system upgrade and conduct the proper 'sanity test' to ensure the issue is resolved . • When a new issue is… Show more • Identified customer and installer issues and solved unresolved issues.• Served as an effective 'voice of the customer' and department liaison for communicating issues to other internal Hughes support teams.• Communicate recommended issue resolution or process change to launch management, engineering, network operations, and program managers to coordinate the system upgrade and conduct the proper 'sanity test' to ensure the issue is resolved . • When a new issue is identified, I confirm by replicating the issue and provide the SDG group with the supporting SPR, for issue resolution.• Facilitated inter-departmental communications to effectively provide updated support information & service impact to all support call centers and center managers.• Followed-through on all critical inter-departmental escalations to increase customer satisfaction and retention rates.• Reported on call center quality metrics, with primary focus on the end-to-end product performance, order management, service delivery, installation, customer escalations and overall product performance.• Improved call center Tier 1 performance through monthly ‘Time & Motion’ study of all agent-facing support tools to identify area’s for improvement and recommended software updates.• Project lead for migrating all Customer Billing Event Notifications from a 3rd party vendor to Hughes internal BITs group, resulting in cost savings of over $100K year to date.• Create custom reports to capture all HN Broadband remotes in the state of Alaska for transitioning the technical support from the Consumer Support group to the Enterprise Support group.• Provided post-sales escalation report for management review.• Assisted in implementing a call center ‘pre-fetch tool’ to identify the SAN and auto-launch 3 common tools agents use in tandem with our IVR & SDT to launch the appropriate tools (based on the customer type and transport type) in new browser window. Show less

Germantown, Md

Friendship Heights, Maryland

• Developed and implemented new departmental policies and procedures in order to streamline services, realize cost-savings, and increase revenue.• Established and maintained Network Administration policy and procedures for network security on the corporate network . Responsible include domain control access, Exchange 5.5 administrator, Check Point Firewall administrator, to support all end users and off-site reporters. In 2005 I was Promoted to manage a new Customer Support… Show more • Developed and implemented new departmental policies and procedures in order to streamline services, realize cost-savings, and increase revenue.• Established and maintained Network Administration policy and procedures for network security on the corporate network . Responsible include domain control access, Exchange 5.5 administrator, Check Point Firewall administrator, to support all end users and off-site reporters. In 2005 I was Promoted to manage a new Customer Support Department, in which the merger of the Customer Service and Technical Support departments. This merger allowed further growth for all support agents, and put all channels of support, under 1 support umbrella, creating a Universal Fulfillment and Technical Support agent.• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.• Strong leader of customer support staff.• Scheduled staff shifts to cover peaks and lulls in customer inquiries.• Cross trained staff on operating procedures and company services.• Maintained accurate records of past due customer account activity.• Devised and published metrics to measure the organization's success in delivering world class customer service.• Implemented the merger of the Fulfillment Department and Technical Support department to create a new Universal Agent to reduce transfer rates and increase FCR with a one-stop role for customer with an Universal Agent.Developed a new collection campaign program and work processes for an agent incentive program for customer service representatives. The incentive program resulted in over $100K in increased revenue on a quarterly basis.• Developed and implemented new departmental policies and procedures in order to streamline services, realize cost-savings, and increase revenue. Show less

St. Louse Park, Mn

• Served as lead coordinator for a Software Training company that specialized in "On-site Software Training" of all Microsoft, MAC, Linux and Red-Hat operating systems and support Applications for large companies and corporations. • Responsibilities included client relations, setup and install software to be trained, served as "Assistant Trainer" for all off-site events. Typical class involved setting up to 10 PC's with P2P network with the software installed for the companies training… Show more • Served as lead coordinator for a Software Training company that specialized in "On-site Software Training" of all Microsoft, MAC, Linux and Red-Hat operating systems and support Applications for large companies and corporations. • Responsibilities included client relations, setup and install software to be trained, served as "Assistant Trainer" for all off-site events. Typical class involved setting up to 10 PC's with P2P network with the software installed for the companies training class. Show less

Bachelor'S In Business, Project Management

Classes to obtain final credits for bachelor's degree

Hs Diploma, Business Administration And Management, General

Activities and Societies: AAU Swim team, AAU Diving Team, Tennis team, and NASTAR Slalom racing