Accomplished Customer Support Manager with expertise directing large-volume call center and help desk operations for over 17 years. Strengths include extensive project management being able to blend customer service management and technical skills. Have proven to be extremely capable to work cross-functionally with diverse groups to achieve incomparable results with real communication. Experienced in successfully managing, mentoring, coaching and leading a call center team. Manage remote and desk-side hardware and software support for end users of PC-based systems and diagnose and repair issues related to hardware and software including operating systems, office applications, networks, computer operations, phone systems.

1. robertdj1976@yahoo.com 313-618-0333 Metropolitan - Detroit Area, MI - United States
- Identify personal boundaries at work and know what I
should do to make my day more productive
and manageable.
- Communicate more effectively at work.
- Feel happier and more positive during my workday.
- Double my teams sales or productivity, depending my job
position.
- Pick up and learn a new skill.
- Set my eye on a specific award at work and go for it.
- Be more organized with daily goals.
- Find a mentor or become a mentor.
- Be known as an expert in a certain field or area.
- Manage my clients better and more efficiently.
- Increase productivity and improve company profitability by
a certain percentage.
- Finish Doctorate Degree.
ROBERT BURNETT-JOHNSON
CALL CENTER MANAGER
SCHOOL DEGREE SPECIALIZATION
BEGIN
YEAR
END
YEAR
Central Michigan University Masters of Science Business Administration 2005 2007
Xavier University of Louisiana Bachelor of Arts
Communications -
concentration in Public
Relations
1994 1998
Microsoft Word
Microsoft Access
Microsoft Outlook
Microsoft PowerPoint
EXPERT
Microsoft Excel
CRM
AS400
VMWARE
MAC IOS
Android
ACSS
INTERMEDIATE
Year(s) Organization(s) Position(s)
7 716+
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2. robertdj1976@yahoo.com 313-618-0333 Metropolitan - Detroit Area, MI - United States
STRENGTHS
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3. robertdj1976@yahoo.com 313-618-0333 Metropolitan - Detroit Area, MI - United States
Certification(s)
7
Award(s)
6
* Implemented Cloud Contact Center - Inbound ACD, IVR, Predictive Dialer, Chat, Call Recording,
and CRM
* After implementing the IVR self-service portal, we deployed additional channels such as text and
mobile web with minimal additional IT support. And it was seamless for customers. Company
products and services were also updated to mirrior support site.
* Set-up Oaisys/Mitel call recording software applications for center agents.
Mitel Voice Response and IVR System Update (Aug 2015 - Oct 2015)
SPECIAL PROJECTS
* Assist with helpdesk/desktop support task including but not limited to providing phone and in-person
support to users for various systems, including e-mail, user account administration, Active Directory,
standard desktop images and applications, respond to telephone calls, email and personnel requests
for technical support.
* First, Second and Third Level Support - for logging, tracking, resolution, and reporting of help desk
incidents and service requests. Involves activities associated with restoring normal service operations
as quickly as possible and minimizes the adverse impact on business operations.
* Service Request Management - encompasses all activities - from accepting and logging of a service
request, to request prioritization, request fulfillment, and subsequent closure.
* Global Account Management Automation - of user provisioning and de-provisioning processes,
using workflow and identity management tools.
* Service Readiness and Improvement - HCL's Service Readiness team acts as an enabler in
supporting new applications, software, and hardware rollouts, and in bringing changes to the
environment. Operational improvements are made by reducing the number of tickets, reducing
recurring incidents, and performing effective root cause analysis, problem management, and more.
* Critical Incident Management - for critical incidents, the support team immediately swings into
action, opens up a conference bridge, coordinates for resolution with multiple parties, and sends
regular updates to business and IT stakeholders based on the escalation matrix.
Service Components of HCL (May 2015 - Oct 2015)
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4. robertdj1976@yahoo.com 313-618-0333 Metropolitan - Detroit Area, MI - United States
* At the end of each working day, I trained leadership members along with myself to take three
minutes to log into the "daily notebook" document any feedback, analysis or reflections from that
day's interaction with the agents.
Daily Notebook (Apr 2007 - Jan 2016)
* Created incentive program for the customer service department
* Trained, mentored, and implemented internal Customer Service Call Center.
* Key member of strategic management team developing and implementing growth strategies in
lease-up stage of accelerated growth Management Company.
On-Deck Program (Jun 2006 - Jun 2012)
* Revised and upgraded the staff position descriptions and created needed support positions.
* Responsible on how tasks, to include the order of performance steps, are to be performed, also
responsible on how that material was presented (e.g., demonstrate — practice — hands-on test).
* Responsible with the technical-jargon.
* Responsible for acceptable performance levels, also decided how that performance was evaluated
(e.g., written, hands-on, oral).
* Responsible for providing the performance objectives, also responsible for turning the objectives
into viable learning or performance objectives (task, conditions, and standards) and experiences.
SME - Subject Matter Expert (May 2004 - Oct 2015)
* Technical Product Support Services
* Business to Business Support Services
* Specialized SME in coaching, developed and training techniques.
* Single Point of Contact (SPOC) - Stand-in for manager during Board Meetings and presentations.
Business Process Outsourcing for Call Centers (Sep 2003 - Oct 2015)
* Develop contests, awards and themes that increase agents' loyalty and focus.
Incentive Programs (Sep 1999 - Oct 2015)
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5. robertdj1976@yahoo.com 313-618-0333 Metropolitan - Detroit Area, MI - United States
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