Director of Customer Support for one of Austin's best SaaS/B2B Customer Success teams! Reports directly to CEO and Executive Team, Conducts weekly 1 on 1’s with team for reinforcing metric attainment, employee satisfaction is 100%, Customer Satisfaction score is 97.7%, foster positive business relationships, financial report generation, CS training, producing, and presenting Quarterly Business Reviews, develop technology presentations, built, and maintained all CS processes through maintaining issue logs, change management, database management and knowledge document management. Focus is on Policies and Procedures. My team supports our Qvinci Financial Reporting software. CPA's, Franchisors, and Multi-Unit owners love us because we save them time. Financial Reporting, Business Intelligence and Consolidation, Qvinci Software Adds New Business Intelligence, KPI’s and Reporting Tools (including integrated Charts and Graphs) to its Suite of Customizable and Templated Solutions. Qvinci Software leads in automated financial reporting, business intelligence, data blending, consolidation, and workflow management solutions with the designation by Intuit as the No. 1 Accounting App for 2019.

Served as the Credit Recovery/Intervention Administrator (initiated the program: trained and managed 24 teachers and over 300 students), Social Studies Department Chair, 7th grade Team Lead and also as a 7th and 8th Math and Social Studies Instructor.TEA ID Number: 1211180 Current holder of three Texas Teaching credentials!

Helped develop project for a Top Secret US Government call center for INDUS. I I analyze the clients’ plans and identify specific training and business needs to create the best plan and environment for their business. As a PMI member, I am an experienced Service and Project Manager that understands and follows ITIL and ITSM practices, Team Leadership, Integrated Change Control, Scope, Time, Cost and Communication Management. I am a firm believer in Policy and Procedures and creating Standards to ensure smooth business practice. This project was cancelled due to Congress Budget Sequestration. • Developed Training program for implementation of Service Desk and Federal Call Center for DFAS account• As part of the Project Management Team, designed the service desk and management processes required to meet minimum federal requirements, determined hiring needs and location requirements• Provided industry expertise and knowledge to help prospective service desk clients meet the needs of their organization, staff and business• Determined and integrated the appropriate suite of application tools critical to meet the clients Service Desk needs and DFAS' global expectations. • DFAS currently supports over 6.6 million users, paid over 10 million in commercial invoices, maintained 270.4 million ledger accounts, managed 700 billion in military retirement and health benefits, managed over 403 billion in foreign military sales and accounted for 1,232 active DoD appropriations in year 2013 alone

I started my own eCommerce business with eBay. I was a Top Rated PowerSeller eBay Store Owner. As a Service Manager and Project Manager, I decided to run an eCommerce company.I started my own online retail business (robmdean) with EBay in November, 2008. Managed 100% of the business: planning, purchasing, marketing, photography, shipping, accounting and maintaining business communications. I have been an account or service manager for other companies so I decided to start and run my own business. It is responsible for $10,000-$20,000 in sales a month. EBay is based on buyers’ feedback and I have 100% positive feedback with over 10,000 sales during this time. The business was doing so well that I qualified for the Top Rated Seller program. I have been one since the program began in 2010. The Top-rated seller program rewards sellers who consistently deliver great customer experiences on eBay. As a result, I earn a discount off my monthly EBay store invoice as part of an incentive program. I was also a PowerSeller for eBay. To qualify for the PowerSeller program, sellers need to consistently sell a significant volume of items, provide a high level of service to their buyers (99% positive feedback), maintain a positive Feedback score, and meet the requirements for detailed seller ratings and eBay Buyer Protection and PayPal Buyer Protection case standards.

Responsible for building relationships and engraining myself in the business of Activant’s existing customers. Through a consultative sales approach, my focus was to prospect for and increase sales in the form of add-on products, peripherals/hardware, upgrades and services. Work with an account base of 150+ customers; provide outstanding customer service while driving sales through strong customer relationships and proactive account management. Present and market Activant’s customer-centric sales model, Work with internal sales and operational groups to ensure customer issues and transactions are processed accurately and efficiently, Keep updated on product and industry knowledge, Attend product training as required, Maintained a stellar relationship with peers and sales team. I gained a strong understanding of Salesforce.com, our main internal CRM tool. There was a reduction in force and my position was eliminated.

I developed and designed curriculum and training materials for improving federal Service Desk agents with Top Secret Clearance for the Unisys Corporation. I controlled the Federal Training Division with five trainers under my supervision. I wore a few different hats while I worked for Unisys. I was also the Technical Writer as well; which incorporated policy & process building and documentation development, building and maintaining .HLP and .CHM files for process documentation/change; database management, and Knowledge database management. Top Secret Security Clearance required. Earned Employee of the Month Award and The Bronze and Silver Recognition Award for Development of Training Program for the DFAS Queue. Created Training Program manual and materials for development of Unisys agents. Taught and developed the trainers to become better instructors for development of more competent helpdesk agents. Responsible for analysis of training and develop individual learning plans if needed for their training to insure that they are ready to handle the phones and give our clients the assistance that they need. Used latest technology in call center equipment, high tech tools, applications and computer based training programs. Helped customers with excellent technical trouble-shooting ability, problem solving skills, and my excellent customer service attitude.Served as a Technical Writer for Fox, Rodale, LSG, DFAS, and The City of Chicago as well.

Global Account Management Position – Serving as a member of the Unisys Account Management team. Responsible for coordinating all activities and personnel involved in providing the Unisys Service Desk (SD) solutions. Served as the single point of contact for the delivery of SD operations. Served as Client advocate, escalation point, and primary interface. Responsibilities included fostering positive business relationships, report generation, agent training, producing and presenting Quarterly Business Reviews, develop technology presentations, build and maintain all SD processes, change management, database management, knowledge management. Experience with managing corporate and government accounts. Oversaw the transition between presales/implementation to production. Used the results of the discovery processes to translate the required procedures into SD process documentation. Provided input to Solution Architect / Program Office during Statement of Work (SOW). Participated in program status meetings, and reported on SD project status. Responsible for monitoring and ensuring client satisfaction and service level attainment. Also served in a post-sales capacity, and was responsible for designing and maintaining, comprehensive, cost-effective, deliverable Service Desk solutions to meet the needs of clients. Conduct opportunity evaluation process for additional Unisys services. Managed Multi-Million dollar accounts for The City of Chicago, LSG, and Rodale Publishing. I was known as the “Trouble Account Specialist”. If an account was in trouble, it was given to me and I would turn it around. In two cases, accounts that were leaving the company decided to stay after I took over the account due to my actions. As a result, Unisys earned a few more million and I was given the fourth best account with Unisys, The City of Chicago account. It was a 24/7, 365 days a year position.

Served as school’s G.A.T.E. (Gifted and Talented Education) Coordinator, 6th and 7th grade History and Core teacher. Developed Curriculum for the school program. Responsible for the planning and execution of District and school G.A.T.E. Program plus handled staff training, created a newsletter for increased home communication, planned school events and fieldtrips. Responsible for the planning and execution of daily lesson plans as well as student evaluation.

Served as school’s Technology Representative and as a 6th grade E.L.D. Teacher. Created and developed the curriculum for the technology program for the teachers and staff. Responsible for the planning and execution of District and school’s Technology program and provided support for entire staff with training, room set-up, upgrading hardware/software and troubleshooting. Implemented computers in my classroom with donated computers from local businesses for the students to own upon sixth grade graduation. Convinced local organizations to donate old computers and then upgraded them. Twelve underprivileged students received computers and printers. Responsible for the planning and execution of daily lesson plans as well as student evaluation.

Created and developed the curriculum for the gifted and talented program for the new school. Served as 4th, 5th and 6th grade G.A.T.E. teacher. Responsible for the planning and execution of daily lesson plans as well as the evaluation of the students work and progress. Compacting curriculum, Cooperative education and integration of all subject matter was the focus of instruction. Formalized planning with assessment utilized.

Created and developed the curriculum for the inner-city education program and for the E.L.D. program (students learning English). Served as fourth/fifth grade general educator and E.L.D. teacher. Responsible typical teaching duties as well as being a Site Facilitator for these programs: The Comer School Development Program, Fifth Grade Testing, and The School Health Program. Grant writing was required for these positions. Other adjunct duties were planning and development of a student council, the Conflict Management Program, and The AfterSchool Tutorial Program.

Served as a fifth grade teacher and Director of the After School Care Program. Responsible for typical teaching and directing duties. Responsible for scheduling, planning and directing of staff in the after school program.

Served as 7th and 8th grade math and Pre-Algebra teacher. Responsible for the planning and execution of daily lesson plans as well as the evaluation of the students work and progress. Formalized planning with assessment.

Developed and designed curriculum for the new Junior High to handle the growth and needs of the local community with special education needs. Served as 5th, 6th, 7th, 8th grade special education teacher. Planned and developed individualized lesson plans for students with specific learning disorders such as A.D.D., A.D.H.D., and Dyslexia.

As project manager and partner, controlled and directed all business transactions for the company. Researched, developed, and implemented the marketing and sales of each project. Managed up to twenty contractors and sub contractors per project as well as overseeing the evaluation of employees, plans, and the financial budget for each project.