customer service manager tech support specialist

8/6/2019 Customer service manager tech support specialist

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JAMES T. PATTERSON10136 Highgate CircleKnoxville, Tennessee 37931Ph (865) [email protected]

* Established a solid track record in document management, and customer service/ sales management. Directed the activities of East Tennessee's leading microfilm service bureau.* Offers extensive expertise in sales, customer service, production management,technical support, human resources and management of daily operations.* Launched a new company in 2004 by transitioning knowledge of record management, microfilm and computer technologies and continued customer satisfaction.* Provided a service to provide digital imaging and record management solutionsfor B to B , concentrating on conversions for financial systems, governmental agencies and electronic medical records for hospitals and private medical practices.* Insured that customer satisfaction was maintained during all phases of the selling cycle. Including oversight of all orders and requests via phone fax and email.* Resolved customer issues involving quantities, pricing, quality control and billing errors.

* Monitored all phases of the production process to insure delivery in a timelymanner within allocated budgets.

AREAS OF EXPERTISE

* Customer Service Management - Complaint Handling and resolution - Customer Satisfaction Enhancement* Sales and Order Fulfillment - Teambuilding and Training* Microsoft Office - Word - Excel - Powerpoint / Microsoft Windows OS* Record Management - document conversion - electronic filing systems / Scanningand faxing* Workflow and paperless office solutions - via email and electronic communicati

ons

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PROFESSIONAL EXPERIENCE

SOUTHEASTERN IMAGING SYSTEMS, Knoxville, Tennessee, 2004 - PresentFounded and Managed the day-to-day activities of $300,000/yr. document imaging company, assisting customers in the elimination of paper records by converting paper documents and microfilm to digital images. Responsible for the company's successful launch providing and sustained sales growth eventually leading to a staff of 16 employees including sales, office/production an warehouse personnel, o

n two shifts. Clients include Hospitals, Physician groups, Laboratories, Colleges and Universities, Produce suppliers, Government agencies and financial institutions.Duties include:

CUSTOMER SERVICEPrimary contact for all Customer Service to ensure customer satisfaction and build relationships by providing complete customer satisfaction

PRODUCTION


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Manage production schedule to meet the customer's needs and providing job completion in a timely manner on schedule and within prescribed guidelines

HUMAN RESOURCESResponsible for hiring, training, and management of up to 16 employees working two shifts including:* Warehouse workers* Document prepping associates* Scanning specialists* Sales and Marketing force

FINANCIAL MANAGEMENTOversee all Accounting procedures including Accounts Receivable, Accounts Payable and Payroll management.

TECHNICAL SUPPORTSupervise installation and on-going maintenance of all computers and scanning equipment to insure established standards are being achieved.* Responsible for preventive maintenance on equipment in-house* Provide installation and support of software to clients* Conduct training sessions to clients for use of equipment and software

KNOXVILLE PHOTOCOPY / MISTER MICROFILM, Knoxville, Tennessee, 1978 - 2004

Oversee all facets of daily operation and work one-on-one with customers to develop document management systems to reduce paper storage and increase efficiencyof record access.Contribute expertise in the following areas:

SALES / MARKETINGIncrease customer base by pursuing sales leads and following up on referrals.Establish professional rapport with new accounts, assess their needs and recommend services to help them achieve their objectives.Maintain relationships with existing accounts by addressing customer's goals andproviding top levels of consultative sales management

* Prepare quotations, site surveys and estimates to acquire new accounts and ach

ieve profit margins.* Ensure maximum exposure to target markets through trade shows.

CUSTOMER SERVICEServed as primary contact for all end users. Monitor all activities to ensure accurate order entry, timely delivery and quality control. Oversee accounts receivable and generate accurate billings.* Provided superb levels of customer service to nurture relationships with accounts and generate repeat business and referrals.

TECHNICAL SUPPORT AND CONSULTINGServed customers as a resource for information, training and ongoing support.

* Trained customers on-site in hardware / software use and provide ongoing training and support in person and via telephone. Ensure customers understand equipment usage and capabilities.* Establish the database requirements of micrographic computer assisted retrieval (CAR) systems.* Install PC based CAR systems at customer locations.

PRODUCTION MANAGEMENTOversee the activities involved in the microfilm production process.


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* Focus company's resources on the customer to help them achieve their documentmanagement objectives.

EDUCATION

Attended THE UNIVERSITY OF TENNESSEE, Knoxville.

customer service manager tech support specialist

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