Michael Scott Byrd

michaelsbyrd@hotmail.com                                                                                                                                (214) 228-2856

 

PROFESSIONAL SUMMARY

 

Experienced contact center professional, able to communicate effectively across all levels of business.  Knowledgeable in providing leadership for both front-line professionals and individual contributors to meet performance expectations based on service level agreements. Managing absenteeism, adherence to schedule, adjudicating conflict between team members, and leading effective coaching sessions.  Managing and reporting key performance indicators for contact center and agent.  Knowledgeable in management of each stage of the training cycle for continuous performance improvement and building successful motivation and retention plans.

 

PROFESSIONAL EXPERIENCE

 

Sr. Agent

iQor Inc., Richardson, TX                                                                                                  10/2013 – Present

Provide Technical Support for Samsung mobility product customers.  Record and maintain records of incidents and troubleshooting/resolution actions.  Escalate issues to next level technical support as needed to resolve issues in a timely manner.

 

 

Sr. Supervisor                                                                                                                 09/2008 – 03/2009

Volt Technical Resources, Dallas, TX

Provide management and guidance for the Apple iPhone / iTunes technical support call center.  Provide oversight and direction for an individual contributor staff of 6 Supervisors, each with a team of 40 Customer Service Agents, plus 3 Team Leads. Manage the training and development team, comprised of four Team Leads and an average of 110 agents.  Monitored and directed the sites performance in regards to meeting contractual service level agreement obligations with a focus on maintaining exceptional customer service.  Coached and developed direct reports in personnel management and leadership skills.  Primary contact for HR issues within the group.  Analyzed statistical data to effectively manage group performance.  Motivated teams to surpass quality, customer satisfaction, financial, and quantitative goals.  Provided ongoing performance feedback and perform and appraisals.  Recommend necessary schedule and staffing changes to support call arrival and service level requirements.

 

Workforce Analyst                                                                                                                10/2007 – 05/2008

AEGON Direct Marketing Services, Plano, TX

Monitor call and agent activity within the Plano call center facility.  Identify and implement changes necessary to improve the level of efficiency as measured by key business indicators.  Utilizes labor management tools (eWorkforce), telephony/call center tools (RTA, WebView, Meridian Max, Symposium, CS Web, Web Client) and standard office tools (MS Excel) on a daily basis to ensure SL goals are being met and call traffic is being handled efficiently.  Assist the Labor Planning Team as required with the administration of eWorkforce.

 

Service Dispatch Manager                                                                                    02/2006 – 10/2006

Keys Fitness, Garland, TX             

Manage the daily operations within the service dispatch office supporting both the fitness and backyard divisions warranty repair programs.  Plan and implement procedural changes to improve service request delivery methodology.  Manage and negotiate service delivery contracts with outside vendors.  Manage staffing needs to meet current and future workload requirements.

 

Technical Support Analyst II                                                                                    05/2005 – 02/2006

Telvista, Plano, TX                                                                                                               

Provided Second level Technical Support for residential and business ADSL customers.  Supported an average of 40 calls per 8 hr shift.  Recorded and maintained records of incidents and troubleshooting actions.  Escalate issues to 3rd level Technical Support personnel as needed to resolve issues in a timely manner.

 

 

 

Technical Support I                                                                                                  02/2005 – 05/2005

TEKELEC / IEX, Richardson, TX

Provided first level technical support for end users of the TotalView workforce management, strategic planning, and performance management software.   Utilized various remote connectivity methods for diagnosis and correction of issues.   Maintain records of incidents and troubleshooting actions.  Escalated issues to second and third level technical Support personnel as needed for timely resolution.

 

Workforce Management Scheduler                                                                      12/2003 – 02/2005

SITEL, Dallas, TX

Analyzed historical data and volume projections, monitor and adjust forecast/staffing data to maximize resource utilization.  Monitor intra –day scheduling forecast compared to actual volumes and makes necessary adjustments throughout the day.  Track scheduling exceptions including attendance, approved off-phone activity, or policy violations.  Coordinate validation and approval of shift changes and exchanges.  Run “what-if” scenarios for operations or other support groups as requested through the website.  Track equipment outages, report outages, and computer system problems/failures to appropriate personnel.  Prepare, updates, and distribute various ACD reports for management as needed.  CRM software,  IEX TotalView.

 

Call Manager                                                                                                                06/2001 – 12/2003

Fujitsu Transaction Solutions Inc., Dallas, TX

Supported customer requests for technical assistance for POS systems.  Schedule and assign new equipment installations and training.  Monitor On-Call personnel and assign tickets as required by region.

 

Customer Satisfaction Manager                                                                                    12/2000 – 05/2001

Mitchell International, San Diego, CA

Field Technician providing ongoing technical service and support to a regional customer base in order to maintain effective business relationships.  Customer development planning, installation and training, support planning, troubleshooting hardware/software issues, on-site workshop presentation, customer staff training, and product demonstrations.

 

Team Lead / Supervisor                                                                                                  05/1998 –11/ 2000

Software Spectrum, Inc., Garland, TX

Managed multiple Technical Support Analyst teams comprised of 35 -40 agents, and a Resource Analyst team of 27 senior agents, for an inbound, technical call center, supporting desktop operating systems for Microsoft.  Managed team member performance in meeting contractual service level agreement obligations while maintaining exceptional customer service.  Analyzed statistical data to effectively manage team performance.  Motivated teams to surpass quality (customer satisfaction), financial, and quantitative goals.  Provided ongoing performance feedback and perform annual performance appraisals.  Recommend necessary changes to support call arrival and service level requirements.  Backup scheduler utilizing IEX TotalView software.

 

Sr. Classification Management Assistant                                                        05/1986 – 02/1998

Texas Instruments Inc., Defense Systems Electronics Group, Dallas, TX

Previous Security Clearance:  Top Secret SBI / NATO

 

 

U.S. ARMY,    Honorable Discharge

 

 

EDUCATION

 

Richland College, Dallas, TX                                                                                    1998

Micro Computer Support Technician Certification

 

Dallas Baptist University, Dallas, TX                                                                      1996 - 1998

Completed 58 hrs toward a Bachelors degree in Business    G.P.A. 3.667