VANDILYN R.

LEWIS
1714 Katie Lane * Suwanee, Georgia 30024
678-516-5140 * vlee0914@westpost.net
SUMMARY
Senior Service Account Manager experienced with support services industry with p
roven ability as a trusted advisor for shareholders. Excellent problem solving s
kills and demonstrated competence in team building while creating a productive w
ork environment.
* Developing people
* Managing/directing
* Coordinating
* Planning
* Customer Management
* Business Process
EXPERIENCE
ASPECT SOFTWARE, Duluth, GA 1998-2009
Premier Customer Relationship Manager (2000-2009)
*Successfully conducted a presentation for key project stakeholders. Unsolicited
feedback was overwhelmingly positive.
*Designed a new training program that resulted in an improvement in evaluations
from 3.00 to 4.8 on a 5 point scale.
*Conducted project acceptance meeting with customer to verify functionality of u
pgrades.
*Determined customer needs for additional training and recommended training serv
ices. Designed a user friendly operations manual that is currently being used by
employees.
*Facilitated all Banking security standards for Premier customers - trusted advi
sor and liaison between customer, Customer Support, and Sales.
*Contacted assigned customers on a regular basis to determine if the dialer syst
em is fulfilling their needs, managed all system software upgrades.
*Interacted with relative departments as necessary to ensure effective and timel
y customer satisfaction is delivered.
*Obtained resolutions for customer service issues that have not been sufficientl
y addressed by Aspect Customer Service and reported critical issues to managemen
t.
*Skillful in building executive relationships, highly motivated to seize and sol
ve critical problems and vested to delivering on organizational commitments
*Exceptional communicator that has led and motivated global organizations and vi
rtual teams to sustained levels of accomplishment.
*Provide post-sales services account leadership and advisement.
*Ensure that complete maintenance and other entitlements/investments are maintai
ned and maximized.
*Responsible for Developing and Promoting a Collaborative Vendor-Customer/Partne
r Relationship.
*Generate and Maintain Account Cohesiveness.

Manager Server Solutions (1998-2000)

*Provided 100% response time that met service level agreements (SLA) on all repo
rted issues, this caused customer average down time to decrease.
*Implemented internal billing procedures and policies for customer support engin
eers working with non-certified customers - increased company revenue by 200k.
*Led process improvement initiatives for newly created first level support, impr
oving operational performance in all areas and reducing reported cases by 60 per
cent.
*Developed and implemented global policies and procedures to ensure local office
adherence to global support standards.
*Built a team by recognizing and utilizing the skills of others, by directing ta
sks, by implementing decisions and enforcing regulations.
*Implemented internal billing procedures and policies for customer support engin
eers working with non-certified customers - increased company revenue by 400k.
Specialties
* Developing Solution & Process Architecture
* Creating Corporate Vision and Sustained Strategic Planning
* Operations Management
* Constructive Change Leadership
* Customer Satisfaction and Allegiance Development
* Staff Development:
FIRST DATA (formally Buypass Corporation), Atlanta, GA May 1992- March 1998
Customer Service Quality Control Supervisor / Project Coordinator
*Provided improved level of performance and customer service.
*Trained customer service representatives in-depth on Point of Sales hardware, s
oftware, and data communications networks
*Monitored inbound and outbound calls and provided coaching and counseling, prov
ided quality assurance by monitoring over 1200 customer service calls monthly
*Increased revenue by $325,000 by providing remote support for hardware installa
tion and software upgrade for 500 Financial Institution POS merchants
*Supervised second level, team leads, and technical trainers on the electronic
funds processing and electronic benefits transfer
*Trained customer service representatives in-depth on Point of Sales hardware, s
oftware, and data communications networks
*Trained Lead technical support representatives and 3rd Level Support representa
tives on presentation skills, technical training procedures, and effective time
management
*Coordinated, and conducted customer satisfaction training seminars for technica
l leads
*Delivered feedback and call analysis to monitored call to ensure consistent and
to increase Customer productivity; this also improved quality of service
*Interfaced with Key Account Customers and potential customers while implementin
g quality control standards for their call center/help desk
*Delivered feedback and call analysis to monitored call to ensure consistent and
to increase Customer productivity; this also improved quality of service
UNITED STATES AIR FORCE RESERVES, Charleston AFB, SC 1994 - Present
Career Assistance Advisor and Training Supervisor - Master Sergeant
*Advise officers and airmen on enlisted retention activities and programs.
*Conduct interviews to determine factors that negatively influence the career de
cision and developed programs to address local concerns.
*Help commanders develop career information and motivation.
*Assist supervisors and commanders in counseling enlisted personnel on reenlistm
ent opportunities and benefits.
*Advised separating enlisted personnel on Air Force Reserve and Air National Gua
rd program benefits and opportunities.
*Monitored retention program and provided reports and statistics to help command
ers assess retention trends.
*Principal advisor to commanders and supervisors on retention issues.
EDUCATION
Bachelor of Science, Communications, Eastern New Mexico University, Portales, NM
Associates, Logistics Management, Community College of the Air Force (Proj. Comp
. 2012)
PROFESSIONAL EDUCATION AND SEMINARS
Managing Within the Law
Problem Solving Decision Making and Planning
Performance Appraisal Workshop
Babson College, Implementation & Execution: The Fundamentals of Good Business
American Management Association, Successfully Managing People
Senior Non-Commissioned Officer Leadership Course
Total Quality Management, Dobbins Air force Reserve Base
Partnering Management and Training for Improved Performance, First Data
Columbia School of Broadcasting, Honolulu, Hawaii, Certified Radio Announcer
TECHNICAL SUMMARY
Operating Systems: Windows 95/98/2000/XP/Vista, Microsoft Word, Microsoft Excel,
Microsoft PowerPoint, Microsoft Outlook 2000/XP/2003/2007, WebEx Web Conference
Other Software: Unified Communications, Netscape, MS Internet Explorer, Aspect T
echnology Call Center ACD, Siebel, Clarify, Amdocs, Call Tracking Software: Vant
ive, Remedy,Workforce Management, Contact/Call Center, Point-of-Sale (POS)
POS Systems and Hardware: IBM 4680, Microtrax, NCR, Spectrum, PCLYNX, ICVerify,
ICL, Hypercom (T4.T6, T7), Buylink, Verifone (Tranz 330,380,Zon Jr, Zon Jr XL, O
mni 470, Diebold, Datatrol, Datacard, Citizen Printer, VeriFone Printer, Lipman
POS
MEMBERSHIP
American Legion Auxiliary
National Defense Transportation Association
Air Force Sergeants Association
CARE Connections
AWARDS AND DECORATIONS
Honorable Discharge USAF
Medal of Accommodation / Oak Leaf
Air Reserve Forces Meritorious Service Medal
Global War on Terrorism Service Medal
Air Force Longevity Service
Tops in Blue Expeditionary Forces / Ambassador of Air Force
Security Clearance
Active- Secret