Client Support Manager Resume Example
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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
Advent Software - Client Support ManagerRemote - Utah , UT01/2019 - 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.
Danaher - Senior Technical Support AnalystMemphis , TN06/2018 - 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.
Merakey - Technical Support AnalystColmar , PA07/2016 - 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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