customer support manager senior technical support analyst resume example with 16+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary
Looking for opportunity to continuously improve my technical skills, improve customer satisfaction and loyalty, apply my knowledge of technology to ensure reliability of customer data and maintain stability of server environments. Leadership and Coaching Manage new customer software implementation Manage project timelines Database and Web Server Administration Customer Focused Documentation and Communication Ability to learn new processes quickly Customer service professional dedicated to effective team management and customer satisfaction. Management professional effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment. Dynamic Customer Service Manager who leads diverse teams to achieve company goals. Ambitious Customer Service Manager experienced with managing complex projects and driving productivity improvement. Customer service management professional . Team player with exceptional listening and critical thinking skills. Exceptional customer care professional who addresses inquiries and resolves problems as they arise. Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically.
  • Exceptional interpersonal communication
  • Excellent time management skills
  • Effective problem solver
  • Process improvement specialist
  • Adherence to high customer service standards
  • Process improvement specialist
  • Effective workflow management
  • Customer-focused
Work History
08/2007 to Current
Customer Support Manager - Senior Technical Support Analyst Software Answers Inc City, STATE,
  • Provide Management level customer service and team support for K - 12 education software company Manage many different projects going on at the same time within the department.
  • Troubleshoot software issues on 2000 - 2012 SQL and IIS 6.0 - 8.0 Web Servers Query data, write, and debug SQL Server scripts Communicate enhancement and defect solutions to Product Managers to encourage quality application changes.
  • Utilize resources in order to determine resolutions Communicate and provide documentation for issue resolution Develop and maintain positive working relationship with Customer Support team, Development teams, operations, and other internal and external customers Involved in the selection and interviewing of prospective candidates Coach and lead new entrants and existing support team with regard to the company culture, processes and practices.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Adhered to all confidentiality requirements at all times.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Promptly responded to inquiries and requests from prospective customers.
  • Solved unresolved customer issues.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of customer support staff.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Trained staff on operating procedures and company services.
  • Identified individual development needs with appropriate training.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Fostered an environment which encouraged continual process improvements.
  • Updated customer orders from start to finish in an accurate and timely manner.
  • Effective liaison between customers and internal departments.
  • Devised and published metrics to measure the organization's success in delivering world class customer service.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed work flow to exceed quality service goals.
05/2004 to 08/2007
Technical Support/Quality Analyst AMS Services/Rackley Inc City, STATE,
  • Hardware and software troubleshooting.
  • Supported software on a variety of operating system environments.
  • Assisted with second level support issues and involved in testing new software.
  • Ensured the software worked properly in various supported environments.
Expected in 1 2008 to to
Associate of Applied Science: Computer Information Services
National Institute of Technology - Cuyahoga Falls, OH
Computer Information Services
Expected in 1 2006 to to
: Management Information Systems
Martin Methodist College - Pulaski, TN
Management Information Systems
Expected in 1 1999 to to
: Management Information Systems
National Electronics Institute National Institute of Technology, Martin Methodist College, National Electronics Institute - Columbia Heights, MN
GPA: Dean's List
Management Information Systems Dean's List
Coach, Hardware, customer service, Customer Support, documentation, IIS 6.0, 2000, operating system, processes, quality, scripts, software troubleshooting, SQL Server, SQL, Troubleshoot, Web Servers

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Resume Overview

School Attended

  • National Institute of Technology
  • Martin Methodist College
  • National Electronics Institute National Institute of Technology, Martin Methodist College, National Electronics Institute

Job Titles Held:

  • Customer Support Manager - Senior Technical Support Analyst
  • Technical Support/Quality Analyst


  • Associate of Applied Science

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