Technical Support Executive
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Amy Smith
123 Main Street
Atlanta, Georgia 30339
Home: (555) 555-1234
Cell: (555) 555-1235


Executive-level position with responsibilities in Technical Support and Customer Relations.


Project Management Team Building & Leadership.
Staffing & Budgeting Planning & Scheduling.
Resource Planning & Allocation Multi-Project Administration.
Product Development (Software, QA, Documentation)
Process Improvement.
International Customer Service and Support.
Call Center Management, Telephony, Computer Telephony   Integration.
Service Delivery Systems and Quality Management.


Directed the customer service and technical support for a   $100M software company.
Implemented a global strategy for measuring and improving   international service.
Negotiated service contracts with Fortune 500 companies.
Instituted formalized program schedules, periodic program   reviews.
Managed the delivery of multiple simultaneous products   including the introduction of new technologies.


Billings Corporation, Houston, TX
Director of Customer Relations, 1997 - Present
Provided strategic direction and operations management for the customer service division of a multinational software company.

Delta Software, Houston, TX
Director of Customer Service, 1993 - 1997
Directed all aspects of client relations and technical support.

Anderson Associates, Austin, TX
Manager of Customer Services, 1990 - 1993
Developed a special consulting brance that was designed specifically to meet the computing needs of small business owners in the Austin area.


University of Texas, Austin, TX
B.A., Business Administration, 1990


Member - Texas Customer Service Association
Member - American Society of Technical Professionals

Selected Publications & Presentations

Protecting Your Company's Server, presentation, New York, NY, 5/01
Customer Service in the New Century, presentation, Paris, France, 3/00
Tech Brainstorming, article, Houston Chronicle, 12/11/99
The Decline in Service Quality, presentation, New York, NY, 2/99
Understanding the Service Industry, article, Business Weekly, 9/02/98


Available on request.

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