Nathan Don Gifford

6834 East Odessa Court

316.440.4493                                          nathan@ndgifford.com                                        316.293.8828

SUMMARY

Versatile IT Manager with proven track record in all facets of operational, infrastructure and personnel support as well as project management and Six Sigma analysis.  Background includes experience in multiple call center environments.  Builds and manages strong, customer-focused teams that provide high level service to both internal and external customers.  Effectively communicates technical information to non-technical audiences.  Outstanding organizational and problem-solving abilities used to enhance service delivery through improvements to existing systems and new processes. 

PROFESSIONAL EXPERIENCE

T-MOBILE, Wichita, KS                                                                                              2008 – Present

ITA Manager

Managed IT operations of 700+ seat call center.  Oversaw 2 full-time IT Administrators and leading cross-functional teams of up to 10 administrators.  Senior staff member focused on driving overall performance within the call center while maintaining IT areas of operation including managing service level, customer satisfaction and overall network health

·         Reduced issues affecting customers by 20% by analyzing incident count and call arrival time and formulating and implementing a process that involved proactive checks as well as customer training.  Process also decreased time-to-close issues by 25%.

·         Led cross functional proof of concept team that tested a new application in the current environment for company without the cost of replacing existing hardware in every call center. 

·         Oversaw and provided direction to diverse team of remote personnel.  Developed “best practices” database and centralized knowledge base that created unified processes and improved communication between remote locations.

·         Developed and implemented a “Differentiated Services” program used throughout company’s call centers.  Program provided call centers with tools to proactively identify and resolve issues, resulting in less customer downtime and greater customer satisfaction.

IMAGEQUEST, Wichita, KS                                                                                             2007 – 2008

Telesales Manager

Led diverse telesales team for copier sales for largest independent copier dealer in Mid-West.

·         Drove copier sales appointments in Kansas City market leading to an increase in market share and ultimate purchase of company by Xerox Corporation.

XEROX CORPORATION, Lewisville, TX                                                                         1997 – 2006

Telenetwork Control Administrator                                                     2001 – 2006

Oversaw day to day telephony and workforce staffing for 7 North American call centers.  Managed call flow creation as well as end user requirements.

·         Served as project manager for migration of existing 200 seat call center business to call center in Halifax, Nova Scotia.  Total telephony infrastructure migration came in ahead of project schedule resulting in operational and capital savings.

·         Led project that migrated migration of 60-+ users from hard wired environment to virtual work environment, requiring the establishment of new applications as well as new hardware infrastructure.  Project generated significant cost savings, allowing the removal of leased equipment that had been required in the hard-wired environment. 

·         Six Sigma Project team member in the redesign of Xerox auto attendants for all lines of business, providing more continuity for customers.  This resulted in fewer transfers as well as ensured that customers were answered by the correct department for the prompt that was selected.

·         Project manager in consolidation of three remote HR sites into one centralized location providing for greater oversight as well as increased ability of organization to service end users.

Inbound Supplies Supervisor                                                              1997 – 2001

Front line supervisor for 60+ person inbound call center department.

·         Oversaw employee hiring, developing, coaching, and terminations.  Maintained proper staffing levels to ensure that call targets were met and that call quality was maintained.

·         Handled escalated calls as well as in charge of ensuring that pricing guidelines and processes are followed, ensuring that profit margin is maximized.

UNITED STATES ARMY, Ft Hood, TX                                                                            1991 – 1996

Multi-Disciplined Counter Intelligence Analyst

Gathered, analyzed and reported on collected intelligence with a force protection focus.  Served as training NCO for 100 person detachment. 

·         Collected and analyzed intelligence for daily operational briefings for US and UN Commanders during military operations in Serbia, Rwanda, Croatia and the Middle East.  These reports provided information on potential hostile activity. 

EDUCATION

Dallas Baptist University, Dallas, TX - Courses towards Business Degree

Aspect eWorkforce Management Course

Aspect Managing the Call Center

PROFESSIONAL DEVELOPMENT

Six Sigma Yellow Belt

Six Sigma Green Belt

Effective Coaching