DALE RUSHING

Tarpon Springs, FL 34688

Phone: 727.934.0754
E-mail: dale.rushing2@gmail.com
https://www.linkedin.com/in/dalerushing

STRATEGIC ANALYSIS CUSTOMER SERVICE MANAGEMENT EDI TECHNOLOGY

Accomplished, motivated and customer-focused IT professional with proven technical skills and
an excellent record of success. An outstanding role model with a performance history of
repeatedly bringing people together, forming cohesive teams and inspiring them to achieve
exceptional results. Shares a natural passion for strategic leadership in taking customer support
to new levels, setting new standards for service satisfaction, and attaining excellence in employee
engagement and retention. ITIL certified with managerial experience in Six Sigma and ISO 9001
environments. Major strengths include:

Motivational Leadership
Cohesive Team Building
Matrix / Remote Management
Inspired Coaching / Mentoring
ITIL Foundations Certification
Business Continuity Planning

Employee Engagement / Retention

Written / Verbal Communication
Relationship Building
Escalation / Crisis Management
Innovative Problem Solving
Legendary Customer Service

ACCOMPLISHMENTS
OPENTEXT/GXS, TAMPA, FL
Manager, Advanced Resolution Cloud Support Services

January 2014 July 2015

Led, coached, motivated, and mentored a multi-disciplinary team consisting of 2 Supervisors, and
up to 30 direct and indirect Technical Consultants in support of Desktop applications and multiple
Cloud-based, software as a service (SaaS) offerings.

Integrated GXS EDI messaging team into OpenText, Inc. Created alignment between the
two merging organizations, which enhanced communications and policy adoption.
Created a performance-driven culture that ensured accountability, personal responsibility,
and quality service management which contributed to a 98% Customer Satisfaction rating.
Led collaboration with Sales and Engineering teams to customize multiple customer
service improvement plans, facilitating more than twenty $100,000+ contract renewals.
Reviewed and scored randomly-selected service tickets to ensure accuracy and
completeness, resulting in a 33% improvement for issue research; expedited incident
closures and contributed to improved Customer Satisfaction.
Conducted monthly service-level-defect reviews, and implemented improvement plans,
resulting in year over year improvement from 92% of Service Level Agreement to 99%.
Led assimilation activities, and executed tactical plans to integrate an additional EDI
messaging support unit, acquired by OpenText.
Designed and implemented operational process changes, resulting in over 100%
improvement of multiple Key Performance Indicators, in under 60 days.

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Dale Rushing
GXS, TAMPA, FL
April 2005 January 2014
Technical Customer Support Manager - Global Support Services
Managed Tier 1 and Tier 2 Customer Service representatives in support of Electronic Data
Interchange and other Value Added Network services.

Managed 24/7 offshore and domestic teams, both locally and distributed, in a matrix
management environment.
Integrated IBM eCommerce support team into GXS EDI messaging support team by
facilitating cross-training/team building events, resulting in rapid adoption of team identity.
Recruited, managed and retained an elite team of Technical Consultants dedicated to
support the top 100, highest revenue, GXS Value Added Network customers.
Consistently achieved 100% Direct Manager rating and incrementally improved overall
department and company scores, on annual Employee Engagement Surveys, resulting in
98% retention rate for highly skilled, direct report employees.
Managed Custom Applications team in support of Cash Management for a U.S. Auto
manufacturer which facilitated and supported multi-year contract expansion and renewal.
Authored official internal and external company communications for Customer
Announcements, Technical and Crisis Management Updates, and Root Cause Analyses,
producing improved internal situational awareness, and customer satisfaction.
Reviewed support cases (Oracle: Vantive and Siebel CRM tools; HP: Service Manager 9)
for technical and troubleshooting accuracy, which facilitated training gap analysis, resulting
in improved training roadmap, and tactical support processes.
Introduced Triage to GXS Customer Support, resulting in improved ticket handling
efficiency, Mean Time to Repair metrics, and reduced ticket backlogs.
Designed and implemented improved process for populating company Knowledge Base
with SME articles, which enhanced coaching/training of Tier 1 Service Desk.
Developed, implemented, and successfully executed Business Continuity Plans which
provided uninterrupted customer support services on multiple occasions.
Oversaw coordination of Landlord/Tenant site services ensuring workplace safety/security.

ADDITIONAL ACCOMPLISHMENTS
IBM Global Services - e-Commerce Tampa, FL Technical Support Manager
IBM / ADVANTIS Tampa, FL Customer Support Dispatch Manager
IBM Information Network Tampa, FL Customer Service Projects Lead
Texas Power & Light Dallas, TX Programmer Analyst
Federal Reserve Bank Dallas, TX Sorter Operator

EDUCATION - CERTIFICATION
Bachelor of Business Administration, Computer Systems Analysis
University of Texas at Arlington
ITIL Foundations Certification ITSM Academy, Inc.