Call Center Manager and Ph. D. student in the Public Management program at Florida International University
Miami/Fort Lauderdale Area
- Current
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- Call Center Manager at Florida International University
- Past
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- Enterprise Systems Engineer at StrataSys Group, LLC.
- Corporate Account Representative at SunGard Data Systems
- Quality Assurance and Technical Support Manager at SunGard Data Systems
- Help Desk Analyst at Vitas Healthcare
- Help Desk Analyst at Assurant Specialty Property
- Document Shop Operator at American Bankers Insurance Group (Now: Assurant)
- Computer Lab Operator at University of Florida
- Education
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- Florida International University
- University of Florida
- South Dade Senior
- Recommended
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5 people have recommended Sean - Connections
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90
connections
- Industry
- Higher Education
- Websites
Sean Bossinger’s Summary
For more than ten years, I have been a successful manager of technical customer service specialists and systems engineers. My successes stem from my broad technical knowledge, and a keen ability to understand the needs of my employees and customers.
Currently, I manage the University Technology Services Help Desk at Florida International University, where I am also pursuing a Ph. D. in Public Management. My research interests include the use of technology to improve economic development and increase access to education in impoverished areas, use of open-source software as a catalyst for economic development, formation of identity within electronic communities, urban planning and use of technology and public policy to encourage use of mixed-use communities to improve the environment.
Sean Bossinger’s Specialties:
Call center management, analytical report design, website design, PHP programming, MySQL implementation and management, group leadership, scholarship, writing.
Sean Bossinger’s Experience
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Call Center Manager
Florida International University
(Educational Institution; 5001-10,000 employees; Higher Education industry)
April 2003 — Present (5 years 9 months)
Manage team of workers who handle inbound technical support calls on the university’s Help Desk. Led the implementation of the Cisco IPCC Contact Center solution, thus improving customer service by allowing us to track agent call statistics, monitor call quality, and provide avenues of instruction for our representatives. Streamlined access to customer support by reengineering inbound support avenues to only those that allow tracking of requests for service, thus improving service response rates and times, resulting in a customer satisfaction rate of better than 85%. Developed new and enhanced existing call center-specific training for our call center representatives, so that they understand how to provide superior service to our customers. Developed and managed the implementation of the Knowledge Management System used within the Support Center.
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Enterprise Systems Engineer
StrataSys Group, LLC.
(Privately Held; 51-200 employees; Information Services industry)
1999 — 2003 (4 years)
Effectively managed team efficiency to maximize $1.1MM worth of revenue from major desktop services project, achieving a profitability of 40%. Maintained a turnover rate below 5% during tenure as manager of the desktop services project, reducing the cost of initial training for our team. Reduced quality control and customer service perception issues by designing and implementing policies and procedures for PC installation and support. Provided technical consulting to the client, which assisted in resolving technical issues with the client's environment, thus improving the overall operation of the network. Provided budget consulting to the client for their enterprise desktop needs, to further reduce the total cost of ownership of their infrastructure. Mentored engineering staff and led successful certification study efforts for the company, resulting in several staff promotions from the desktop team to server integration teams.
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Corporate Account Representative
SunGard Data Systems
(Public Company; 10,001 or more employees; SDS; Computer Software industry)
September 1998 — November 1999 (1 year 3 months)
Developed and managed software customization projects for the home offices of our clients, which ensured delivery of quality software to our clients. Provided third-line support to our clients’ help desks by resolving software and system issues that oftentimes were unrelated to our software, thus improving our clients' customer service to their insurance agents. Improved turnaround time of customized software by 25% by effectively managing projects.
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Quality Assurance and Technical Support Manager
SunGard Data Systems
(Public Company; 10,001 or more employees; SDS; Computer Software industry)
October 1996 — September 1998 (2 years)
Managed a team of fifteen individuals who worked both Technical Support and Quality Assurance on a rotating basis. Implemented test scripts and led a program of automating the testing of our software. Ensured that customer satisfaction goals were met on a consistent basis. Developed and implemented a system where team members worked closely with developers to improve quality of our software. Proved the need for, and subsequently developed and led a team of support professionals in resolving technical support issues with the software produced by our department. Responsible for improving and maintaining motivation, as well as productivity, of the support professionals.
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Help Desk Analyst
Vitas Healthcare
(Public Company; 5001-10,000 employees; Hospital & Health Care industry)
March 1996 — October 1996 (8 months)
Trained new help desk analysts. Provided assistance to physicians, nurses, clerical and support staff in utilizing Vitas Exchange, a proprietary patient management system for managing information about hospice patients. Provided telephone support to external pharmacies when prescriptions were rejected by our pharmacy management system. Provided telephone support to staff regarding the use of office automation applications such as word processing and spreadsheet applications. Created documentation for training customers in appropriate use of office automation applications.
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Help Desk Analyst
Assurant Specialty Property
(Public Company; 1001-5000 employees; AIZ; Insurance industry)
September 1995 — March 1996 (7 months)
Provided telephone-based support to internal customers using office automation and mainframe applications. Interfaced with computer operations department, network control, and external electronic data interchange vendors to determine extent of system-wide problems. Provided telephone-based support to external agents utilizing dial-up connectivity to corporate mainframe system.
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Document Shop Operator
American Bankers Insurance Group (Now: Assurant)
(Public Company; 10,001 or more employees; AIZ; Insurance industry)
June 1993 — September 1995 (2 years 4 months)
Developed and implemented work tracking and management system so that weekly productivity reports were created in automated fashion, rather than manually by each operator. Created documents based on customer requests, recommending appropriate graphic design as needed. Transcribed dictation as requested by customers.
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Computer Lab Operator
University of Florida
(Educational Institution; 10,001 or more employees; Higher Education industry)
1988 — 1992 (4 years)
Sean Bossinger’s Education
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Florida International University
Ph. D., Public Management, 2005 — 2011 (expected)
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University of Florida
BA, German, 1988 — 1993
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South Dade Senior
Additional Information
Sean Bossinger’s Websites:
Sean Bossinger’s Interests:
Use of technology to improve economic development and increase access to education in impoverished areas, use of open-source software as a catalyst for economic development, formation of identity within electronic communities, urban planning and use of public policy to encourage use of mixed-use communities to improve the environment, use of technology to improve worldwide environmental conditions
Sean Bossinger’s Groups:
Doing International Relations and Geography (Graduate Student club), UTS Leadership Advisory Team, Transit Miami (www.transitmiami.com)
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Open HealthCare -
North American Call Center Professionals
Sean Bossinger’s Contact Settings
Interested In:
- career opportunities
- consulting offers
- new ventures
- job inquiries
- expertise requests
- business deals
- reference requests
- getting back in touch
