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Client Support Manager Resume Example

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JR
CLIENT SUPPORT MANAGER
Professional Summary

Manager who inspires cooperation and agency in teams by cultivating trust, empowerment, and professional growth. Recognized consistently for performance excellence and contributions to success in e-commerce industry. Strengths in critical thinking, problem solving, strategy and execution backed by an understanding of development lifecycle.

Work History
Company Name - Client Support ManagerCity, State01/2019 - Current
  • Collaborated with product owners, team members, technologists and scrum masters to define solutions and drive progress.
  • Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives.
  • Shielded scrum team from external interference for optimal productivity and success of Agile process.
  • Worked effectively with multiple development teams both internally and off-shore.
  • Closely collaborated with project members to identify and quickly address problems.
  • Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
  • Identified innovative and automated approaches to routine tasks, making suggestions that were widely received.
  • Daily Huddles with Support, Management, Product, and Development teams.
  • Coordinated project planning and execution with team members and team leads.
  • Championed customer experience through expert analyzation and communication.
  • Consulted with product development teams to enhance products based on customer data.
  • Developed product documentation.
  • Thrived in fast-paced, highly-adept team of Scrum Masters and Product Owners to develop and prioritize product features and build product roadmap.
  • Collaborated with sales, marketing and support teams to launch products.
  • Monitored employee and customer interactions to assess quality of service.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Tracked and documented metrics, and evaluated trends.
  • Established and updated work schedules to account for changing staff levels and expected workloads, and prepared schedules for maximum coverage during key hours.
  • Recruited, interviewed, and hired staff members offering exceptional talent and potential to team.
  • Oversaw professional development through in-depth trainings, workshops, seminars and other learning opportunities.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Assessed previous resolutions to uncover deficiencies in coverage and develop improvements.
  • Prepared daily, monthly, and quarterly KPI reports to assist business leaders with key decision making and strategic operational planning.
Company Name - Senior Technical Support AnalystCity, State06/2018 - 12/2019
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Gathered pertinent data, identified and evaluated options, and recommended effective course of action to solve application issues.
  • Prepared references for users by writing clear operating instructions.
  • Maximized use of hardware and software by training users and interpreting instructions.
  • Evaluated system potential by testing compatibility of new programs with existing programs.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Configured hardware, devices and software to set up work stations for employees.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Broke down and evaluated user problems, using personal expertise and probing questions.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Analyzed Application and Partner issues to identify troubleshooting methods needed for quick remediation.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Devised solutions to operations issues related to SkuVault, working closely via phone, email, live chat and web teleconference.
  • Analyzed massive quantities of deep-dive information for e-commerce Big Data projects.
Company Name - Technical Support AnalystCity, State07/2016 - 07/2018
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Offered remote support for cloud-based and web-based clients via phone, email, and chat.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Broke down and evaluated user problems using personal expertise and probing questions.
  • Used FreshDesk ticketing system to manage and process support actions and requests.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across 24 time zones.
  • Resolved issues by serving as subject matter expert on wide-ranging issues related to SkuVault.
Links
  • http://linkedin.com/in/jason-roberts-735293175
Skills
  • Strategic Planning
  • Product development
  • Project Management
  • Incidents management
  • Priority management
  • Product Knowledge
  • Leadership
  • Team Building
  • Inventory oversight
Education
Indiana University Southeast
City, State
No Degree: Business Administration And Management
Indiana University Southeast
City, State
No Degree: Fine Arts
Silver Creek High School
City, State
High School Diploma
Certifications
  • Global Diversity Training - October 22, 2020
  • IT Security for End Users: Fundamentals - November 4, 2020
  • Global Cybersecurity Basics - November 4, 2020
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Resume Overview

School Attended

  • Indiana University Southeast
  • Silver Creek High School

Job Titles Held:

  • Client Support Manager
  • Senior Technical Support Analyst
  • Technical Support Analyst

Degrees

  • No Degree : Business Administration And Management
    No Degree : Fine Arts
    High School Diploma

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