Bill Kaplan has over 20 years of experience in customer service leadership roles in the technology and telecommunications industries. He is currently an Off-Shift Team Lead at IBM overseeing third shift operations and resolving customer escalations. Previously he held customer service and leadership positions at companies including T-Mobile, Qwest Communications, RCN, Teleglobe, and Intelidata.

1. BILL KAPLAN
108 Placer Avenue
Longmont, CO 80504
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Phone: 303-667-1030 E-mail: bkappy33@comcast.net
linkedin.com/pub/bill-kaplan/4b/756/b7a
SUMMERY
Through use of my well established World Class Customer Service and Leadership skills to
help a company exceed their Customer Support goals.
PROFESSIONAL EXPERIENCE
IBM, Boulder Colorado May 2016 – Present.
Off-Shift Team Lead
Oversee Third Shift operations for the Delivery Call Center.
Coached and supervised Call Handle dispatch representatives and Hardware
Entitlement Representatives. Resolved customer escalations.
Call Handle Team Lead
Supervised 13 Call Handle dispatch Agents.
Monitored Agent’s statistics.
Dispatch Pilot Team Lead
Organized and lead Agents in a Proof of Concept trial to automate IBM dispatch
schedules. Coordinated with Consultant and Field Service Delivery Managers to assure
smooth Pilot implementation.
IBM, Boulder Colorado: October 2012 – May 2016.
Hardware Customer Assistance Coordinator
Update failed hardware service call requests by researching active service agreements
and warranties for correct serial numbers. Release calls to appropriate support queues.
Take payments and release billable service calls not covered by a service agreement.
T-MOBILE, Thornton, Colorado: March 2003 – June 2012.
Financial Care Representative
Collected over a million Dollars per year from delinquent customers.
Created payment arraignments to assured customer continuity of Service.
Recommended best price plans to assure customers have most efficient price plan.
Perfect attendance awards.
QWEST COMMUNICATIONS, Denver Colorado: February - December 2002
Business Sales and Service Consultant
Acted as a consultant to resolve commercial customer’s service and billing issues.
Advised solutions by offering best features and services for Customer’s usage.
RCN/STARPOWER, Springfield Virginia: March 2001 - November 2002
Universal Agent/Internet Support
Provided Technical support for dial-up internet customers. Solved internet connectivity
and MODEM problems. Helped customer install communication software. Resolved
Cable TV service and billing issues Scheduled technician on-site appointments.

2. TELEGLOBE BUSINESS SOLUTIONS, (Formally know as TELCO) Chantilly, Virginia: 1997 – 2000
Team Leader - Business Customer Resolution Team
Supervised 5 - 10 customer service call center representatives.
Created and managed daily reports for upper management on Call Center operations.
Supported commercial broadband and long distance telecommunication customers.
Resolved Customer escalated calls. Managed special projects.
Issue Resolution Specialist
Resolved more than 1000 Customer issues to completion.
Fixed technical, billing and price plan problems for commercial business customers,
Won Telco (Teleglobe) Pacesetter Award.
INTELIDATA CORPORATION, Herndon, Virginia: 1994 to 1997.
Day Shift Supervisor
Supervised up to 17 PC Banking Customer Service Representatives and 2 Team Leads.
Responsible for quality assurance for each Customer Service Representatives and Team
Lead.
Develop World Class Customer service experience through monitoring and coaching.
Created daily, monthly and quarterly reports using Excel and MS word for management.
PC Banking Support Representative
Troubleshot dial-up MODEM connectivity problems for PC Banking customers.
Supported internet and external customers using proprietary PC banking software and
MS money.
.CONGRESSIONAL ACCESS COMPANY, Washington, DC: 1988 - 1996.
Owner - Owned and operated Government Document Courier and Contract Sales
business.
Managed daily delivery Routes to quickly deliver customer’s daily subscriptions to the
Congressional Record, Federal Register and other documents.
Provided on demand government information research.
Managed Contract sales and distribution of The Yellow Book Leadership Directories
published by Monitor Publishing Company.
Set up and ran Telemarketing sales which increased Leadership Directory circulation.
Awards
Telco (Teleglobe) Pacesetter Award
T-Mobile Perfect Attendance Awards
IBM Employee of the Quarter 2014, 2016
IBM Employee of the Month 2012, 2013
Super Star award for leading the Dispatch Pilot
EDUCATION
B. A. Biology, Jersey City State College, Jersey City, NJ
CCS Supervisor Training while with Teleglobe
Structured Programming (COBOL), Northern Virginia Community College, Arlington, VA
i-Net+ Course, Northern Virginia Community College, Alexandria, VA
A+ Course, Northern Virginia Community College, Alexandria, VA