Sam Vos Email & Phone Number

ITIL CertifiedProduct Solution Strategies: - Developed and implemented effective product solution strategies for assigned product categories.Business-IT Liaison: - Served as a bridge between the business community and the IT organization, ensuring alignment of product and user experience solutions with business needs.Requirements Management: - Developed detailed business requirements and translated them into functional specifications for the IT organization, adept at managing changes to such specifications.Effective Communication: - Expertly articulated value propositions and delivered compelling product presentations to stakeholders.User Experience Enhancement: - Identified opportunities for improving user experience, executing enhancements on existing products.Performance Evaluation: - Evaluated and monitored performances of products in assigned categories, contributing to continuous improvement.Team Management: - Experienced in managing development teams, providing support throughout the product life cycle.Cross-Functional Collaboration: - Collaborated closely with offshore and domestic cross-functional departments on product development, addressing concerns, and implementing improvements.Comprehensive Coordination: - Coordinated seamlessly across all support areas: Planning, Requirements, Design, Testing, Training, Communication, Implementation, and Production Support.

HDI Certified: - Achieved HDI Support Center Team Lead, Customer Service Representative, and Support Center Analyst certifications.Verifone & Sales Audit Expertise: - Managed credit outages by collaborating with Verifone and Sales Audit, ensuring accurate handling of customer charges.Escalation Handling: - Handled escalated incidents, responding promptly to escalations from stores and internal departments.Associate Development: - Collaborated with management in ticket reviews to enhance training and development for associates.Dynamic Schedule Management: - Proactively adjusted schedules to account for absentees or changes in call volume.Problem Resolution: - Identified and resolved technical and procedural incidents within projected service levels, ensuring quality.Real-Time Operations Management: - Managed the real-time operations of the Store Support Service Desk, analyzing staffing needs and call volume trends.Continuous Learning: - Attended various specialist management training courses across different departments within the company.Liaison Role: - Served as a liaison between the IBM vendor and analysts, implementing long and short-term solutions for store problems.Change Advocate: - Identified and drove changes to improve service, reduce costs, and enhance productivity within the department and the company.Leadership Recognition: - Exhibited a commanding presence when necessary, earning a nomination for the Howard Lester Award of Excellence (August 2016) and receiving the Catch the Spirit Award Quarter 4, 2016.Community Involvement: - Actively participated in the Williams Sonoma Inc Volunteer team, contributing to the "Treat Them Like a King foundation."

Call Trend Analysis: - Conducted in-depth analysis, actively identifying, tracking, and escalating issues for timely resolution.Innovative Reporting for Senior Management: - Developed advanced reports with Pivot Tables & Graphs to illustrate call volume trends and offer staffing recommendations.Field Personnel Support: - Provided robust support, interpreting and evaluating in-store technology issues, and enforcing division-specific policies.Efficient Documentation Management: - Created documentation aiding day-to-day troubleshooting for streamlined problem resolution.Vendor Contract Compliance: - Ensured vendors met obligations, delivering effective and timely problem support.Project Collaboration & Customer Service: - Delivered excellent customer service while collaborating on various technical projects.Operational Leadership: - Managed day-to-day operations for an 800-call-per-day department, delegating tasks and seeking process improvements.Comprehensive Schedule Management: - Efficiently managed schedule adherences, compliance issues, overtime, and all "off-phone" responsibilities.Quality Control Leadership: - Led quality control in outsourced phases, monitoring calls, providing ticket reviews, and coaching for replacements.Single Point of Contact: - Functioned as the single point of contact for analysts/contractors, addressing problems and assisting in raising service requests.Lead Trainer & Instructional Design: - Acted as the lead trainer, supporting new trainees through mentoring, observation, and feedback, designing instructional materials for new hire training.Community Involvement: - Contributed to community service with the Gap Inc Volunteer team, assisting with Sacramento’s Homeless Shelters and participating in Santa’s Helpers in Sacramento by donating and wrapping gifts.

"Got it Done" Award Recipient: - Recognized for outstanding achievements in forecasted call volume accuracy and call center staffing efficiency, receiving the prestigious "Got it Done" award from Gap Inc.IT Department Recognition: - Acknowledged with a Recognition of Achievement award from the IT Department in San Bruno and San Francisco for reinstalling and configuring all hard drives in the Gap Inc Call Center.Contact Center Staffing Excellence: - Maintained efficient Contact center staffing and service metrics, consistently meeting real-time goals for Service Levels, Average Speed of Answer, and Abandon Rates.Employee Scheduling Management: - Ensured staff efficiency by proficiently processing time-off requests and trades for employee schedules.Strategic Training and Meeting Scheduling: - Scheduled times for training and meetings, assessing the operational feasibility of holding events before the Consults' starting time.Excel Proficiency Training: - Demonstrated commitment to professional development by completing intermediate to advanced level Excel courses provided by Learn IT in San Francisco.

Customer Service Excellence Awards: - Received accolades for "Outstanding Customer Service" and "Manager of the Year," recognizing dedication and contributions to service excellence.Effective Team Management: - Managed a dynamic team of 10+ employees, overseeing tasks such as interviewing, hiring, and scheduling to ensure operational efficiency.Customer-Centric Communication: - Promoted customer satisfaction through clear and concise communication, enhancing the overall customer experience.Sales Leadership and Training: - Demonstrated success as a sales leader, trainer, and motivator, contributing to the team's achievements and growth.Comprehensive Customer Service Management: - Managed all aspects of customer service, from problem-solving to establishing and accessing customer accounts, and performing credit evaluations.Dispute Resolution Expertise: - Maintained and encouraged customer loyalty by efficiently resolving disputes, complaints, and discrepancies with a courteous approach.