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.

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.

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.

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..

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.

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.

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.

Ma, Special Education

Ba, Communication

Hs Diploma