Samuel Smith Email & Phone Number

Columbia, Maryland, United States

Responsible for managing day-to-day program operations support. Lead cross-functional teams that support all aspects of business operations including customer service center, business analysts, customer experience strategists, and dispute resolution teams. Serve as a secondary point of contact for client stakeholders. Foster collaboration and stakeholder engagement, cultivating trusted partnerships to achieve mutual goals. Act as a backup for program management.

Chantilly, Virginia, United States

Customer Service Center Manager 2021 – 2024Working under the direction of the Operations Manager, manage 1 Customer Service Supervisor and9 Customer Service agents. Ensure Customer Service Center (CSC) is meeting monthly and quarterlymetrics and KPIs including Average Speed to Answer (ASA) and Average Queue Wait Time (AQWT).Maintain a rigorous recorded live call and case-monitoring program to assess staff performanceagainst objective criteria. Develop and enhance customer service center processes and proceduresbased on legislative, policy, system, and security enhancements. Participate in strategic projectplanning and deliverable meetings. Analyze call and call trends to find and create systemenhancements to increase user self-service and decrease overall CSC caseload. Use andadministrate call center technologies such as Salesforce.com and Five9 Cloud Solutions. Motivatestaff and promote teamwork.

Chantilly, Va

CSRA is a leading provider of innovative, next-generation IT solutions and professional services to a broad and diverse portfolio of federal government customersCustomer Service Supervisor 2012 – 2021Manage 9 customer service agents. Plan, schedule, and coordinate the daily activities of the staff as well as serve as the lead for supervisor call escalation. Handle escalated technical cases from Tier 1 and resolve, or work with Software Development to resolve. Develop, implement, and maintain a rigorous recorded live call and case monitoring program to assess staff performance against objective criteria. Develop and enhance customer service center processes and procedures based on legislative, policy, system and security enhancements. Compile and deliver weekly customer service metrics of customer service activities to the Customer Service Manager. Use and administrate call center technologies such as Salesforce.com and Five9 Cloud Solutions. Motivate staff and promote teamwork.

Bethesda, Md

Maintain lead role at National Institute of Health (NIH) client site as Help Desk Project Manager for work activities, deliverables and vendor timelines defined in the statement of work for the functional areas of service desk, documentation, training, and testing support while overseeing a high-performance project team of 27 support professionals. Directly execute and maintain project management processes and disciplines, including project schedule, quality management, communications management, human resource management, cost management, procurement management, risk management as well as change management. Tasked with the preparation of key monthly project status reports highlighting product accomplishments, risks, and planned activities of each functional area.

Bethesda, Md

Successfully managed a service desk team of 22 support professionals, including 2 analysts and 2 team leads, handling over 4,000+ incidents per month for a multi-platform computing environment. Collaborated with government managers and program leaders to drive continuous business process improvement within systems, processes, and in daily operational workflow. Strategically analyzed support center metrics and key performance indicators (KPIs) to ensure exceptional service levels were met while communicating with eRA program staff, including testers, developers, analysts, and customer relationship managers to provide details of user experience and system status. Consistently evaluated, developed, and recommended improvements to user support practices, including service level agreements (SLAs) and memoranda of understandings (MOUs) to best align with program business goals. Actively created process and procedure documentation, including standard operating procedures (SOPs) and work instructions to continually improve service desk efficiencies in core objectives. Conducted system analysis within the eRA Software Development Lifecycle (SDLC) across multiple phases including requirements gathering and post-implementation review to assess the impact of enhancements and changes in the production environment. Used the knowledge gained from analysis to forecast and anticipate service desk call volume and staff training needs. Ensured all contract requirements, including all deliverables and reporting requirements were met within quality standards and according to the service level agreements (SLAs).

Bethesda, Md

Led a high performance team of 12 help desk analysts working under the general supervision of the project manager. Directly served as a customer relationship liaison between internal stakeholders, IT service providers, and external users while monitoring and evaluating help desk performance and ensuring internal and external customer satisfaction and problem resolution. Effectively guided, directed, and problem solved with staff on escalated incidents including complaints. Consistently developed SOPs and work instructions that met business objectives. Ensured adequate staffing levels and managed the daily operations, including monitoring and evaluating customer satisfaction and training team members on all aspects of the help desk: Remedy, Aspect Uniphi, and project policies and procedures

Bethesda, Md

Actively supported NIH’s extramural research grant community of approximately 100,000 in using proprietary grants administration system via telephone, e-mail, voicemail, and web ticket, including identifying, researching, documenting, tracking, and monitoring problem tickets through to resolution while troubleshooting multiple computing platforms and browsers in accordance with standard procedures. Continuously diagnosed problems and accurately prioritized, categorized, and logged calls, escalating tickets to other support groups as appropriate while providing and maintaining excellent customer service in all communications, both written and verbal.

Ma, Special Education

Ba, Communication

Hs Diploma