Robert Borders Email & Phone Number

Result-oriented and strategy-driven Client Technical Support Manager with many years of demonstrable success in overseeing and facilitating the installation and maintenance of IT systems, hardware, and software. I have a strong background rooted in working in a customer support position, showing excellent leadership and interpersonal skills, possessing great communication skills, and being a role model and mentor to staff. Responsible for leading teams of customer support specialists to ensure that clients receive assistance with the technical aspects of products or services. Respected empathetic leader and contributor with the innate ability to inspire confidence at all levels. I am also recognized as a Card Services Customer Service Supervisor who is responsible for building strong teams and shaping staff behaviors to accomplish desired results. I have been instrumental in maintaining documentation such as correspondence and operational records, and communicating promotional offers to customers. Furthermore, I pride myself on being a strategic thinker with a solution-oriented mindset while assessing the root cause of problems to provide exceptional solutions. The following is a summary of my professional achievements:• Oversaw the production of 20+ employees in an inbound/outbound Contact Center. • Managed day-to-day activities, analyzing statistics, monitoring case queues, reading and writing reports, and managing escalated client relationship concerns.• Created a standard operating process to decrease outstanding case count showing the best performance seen in the past 3 years.• Coached team on the benefits of personal accountability to inspire consistent attendance showing absenteeism decrease of over 30% within 45 days.• Oversaw and assessed customer service staff activities, and provided them with regular performance-related feedback.• Strategized and monitored the daily activities of customer service operations.Believe me when I say I have a lot to share with you, but you'll have to look over my profile to understand my professional journey. First, I want to expand my network of contacts, both within and outside of my field of employment. Let's get together!

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  Appalachian State University

  Public Relations