Margaret Winston
Director, IT Service Desk @Floor & Decor
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WORK HISTORY
Director, IT Service Desk @Floor & Decor
Resource, organize, and facilitate a team of Service Desk agents at both in-house and outsourced locations in providing high quality, accurate and timely customer support.\\\\n• Manage the Service Desk Corporate Support and Store Support teams and evaluate performance\\\\n• Ensure customer service is timely and accurate daily\\\\n• Recruit, train and support Service Desk representatives and technicians\\\\n• Set specific customer service standards\\\\n• Contribute to improving customer support by actively responding to queries and handling complaints\\\\n• Establish best practices through the entire technical support process\\\\n• Follow up with customers to identify areas of improvement\\\\n• Develop daily, weekly and monthly reports on help desk team’s productivity\\\\n• Provide customer feedback to the appropriate internal team\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
EDUCATION
University of Phoenix
Business Management, General
St. Mary's College of Maryland
PSYCHOLOGY
St. Mary's College of Maryland
Bachelor's degree, Psychology
ABOUT MARGARET WINSTON
Technology rules the customer experience. In just the past 10 years we\'ve seen the…
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