1. Barton L. Maxcy
3075 Walnut Bend Lane, Unit 35
Houston, TX 77042
832-567-0757
BLMaxcy@Gmail.com
Objective:
To take my 20+ yearsof customerservice experience anduse ittohelpanotherteam become their
company'sprime customerasset.
Experience:
BMC Software,Inc. 02/1999 to 02/2013
Global ContactCenterManager, 05/2010 to 02/2013
NorthAmericaContactCenterManager, 11/2007 to 04/2010
NorthAmericaContactCenterTeamLead, 09/2006 to 10/2007
Contact CenterRepresentative, 02/1999 to 08/2006
 Global managerover3 call centerslocatedinHouston,Dublin(Ireland),&Dalian(China).
 DalianreplacedourMelbourne (Australia) call center&was outsourced toa Chinese-based
company.
 Workedlonghoursto make the Dalianoperationsuccessful,includingregularweeklymeetings
duringmy evenings&makingmyself availableatanyhour foremergenciesthatmightarise with
our customerbase. Duringmy final yearat BMC, I wasable to assuage the fearsof our U.S.
Supportteams& get the Dalianteamto workweekendshiftstooallowingour3 call centersto
trulyutilize afollow-the-sunmodel.
 IntroducedWebchat & social mediamonitoringduringmytime asglobal manager.
 Teamswere responsible forprovidingsupportthroughphone,email,the Web, &chat.
 Teamshandledsupportforover100 product lines,encompassingover1,000 products.
 Teamswere responsible forprovidingcustomerstheirSupportID's,basedontheir specifically
purchasedproducts,sothat theycouldaccess ourSupportsite & downloadtheirproducts.
 TeamsalsoprovidedLevel 1supportforour partners,as well asLevel 1 support forour
customershavingissues accessing&usingour Supportsite.
 Teamsissuedafter-hourslicense keystocustomersperformingdisasterrecoverydrills.
 Duringmy managementtenure,myteamsalwaysexceededtheirphone SLA targets,even
thoughtaskedwithotherresponsibilitiesasmentionedabove.
 WorkedcloselywithourMaintenance & Renewalsteamto handle customerswe wereatriskof
losingbymakingourteamsaware of these customers,aswell asservingasan escalationpoint
for them. Thiswasalso the case withourSalesteaminhandlingnew customersorexisting
customersthatwere addingto theirproductlines.
 Institutedmeetingswithourmajorproductlinestomake themaware of commonissuestheir
customerswere complainingabouttoourrep's.

2. MAXCY Page 2
 My firstmajorchallenge asNorthAmericamanagerwasintegratingaLevel 1technical support
teamintoour Contact Centerwithoutlosingasingle memberof thatteam.
 Secondmajorchallenge,due to numerouslayoffsinthe past,wastocross-traineverymember
of myteamto be able toperformall responsibilities. WebSupport & Email Supporthadalways
beenhandledbysmallersubsetswithin the team.
 Withthese challengesmet,Iwasable torotate specificresponsibilitiesweeklywithinthe team
to assistinavoidingburnoutissuesdue tolow headcount.
 Withlessheadcount,movedaway fromhavingregularlyscheduledrep'sonweekendstohaving
weekendshiftsrotatedamongstthe entireteam. Before thismove,whenaweekendshiftrep
wouldcall insickor go on vacation,itwas hard to findvolunteersbecause these weekendshifts
involvedmore responsibilitiesthanweekdayshiftsdid. Thismove alsoallowedustohire better
candidates,since inthe pastnew hiresstartedoutwithschedulesthatincludedweekendshifts.
 Institutedaworkfromhome processto helpemployee morale(thisalsohelpedtolowerthe
amountof sickdaystaken),as well asshore upour disasterrecoveryefforts.
 Was able to keepone of our seniorrep'sfromleavingbyallowinghertoworkremotelywhen
she movedtoLubbock,Texas. This too enhancedourdisasterrecoveryefforts.
 Duringmy time as teamleadI wasfirsttaskedwithdesigningourdisasterrecoveryplan.
Hallmark Air Conditioning,Inc. 07/1990 to 11/1998
WeekendSupervisor(includedapprovingcredit&payroll reports)/Dispatcher/CustomerService
Representative/TelemarketingSupervisor/Telemarketer
Education:
Houston CommunityCollege 08/1998 to 08/1999
27 hours completed
Universityof Houston 06/1989 to 05/2002
106 hourscompleted
Major: BusinessManagement
Minors: SpeechCommunication/Radio&Television/Psychology
Relevantcourses taken:
Principlesof Financial Management
Introto OperationsManagement
Introto Organizational Behavior&Management
Fundamentalsof PublicSpeaking
Business-Professional Communication
AppliedOrganizational Communication
MediaManagement
Industrial-Organizational Psychology
Personnel Psychology
Organizational Psychology