Process oriented Data Analyst with 5+ years of experience creating and analyzing customer support business intelligence and detailed reports to increase customer experience satisfaction and drive down cost. Experienced support manager dedicated to focusing my career on support data analytics.
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Developed, built and directed a fast-paced Technical Customer Support Department with sales volume over $16M, from the ground up, by providing quality support for software and physical print products serving global customers through chat, email, and phone mediums. The organization grew to 21 Advisors (flexed to 45 in peak) and two Managers
- Strategized and defined the organizational effectiveness, for global employees and vendors, to provide 24hr technical and order support
- Developed KPIs/performance indicators, built dashboards to analyze and synthesize customer experience data, developed organizational data sets
- Improved CSAT 11% by creating processes, developing standardized training, influencing product improvements, implementing new procedures and technology
- Increased chat efficiency 28% by retraining employees, analyzing engagements, training AI, building chatbot automation, improving self help
- Partnered with sales, marketing, manufacturing, and software product to develop and implement post-sales product experience strategies
Coaching and development of remote and on-site AppleCare Technical Support Advisors across multiple lines of business, products, and through multiple contact mediums for up to 20 direct report at one time.
- Managed over 300 employees throughout tenure
- Delivered consistently high results, and was often leveraged to improve undisciplined or struggling teams
Selected Achievements
- Developed reporting, and metric dashboards used across US AppleCare Managers to manage and monitor employees
- Provided critical project management and program development to redefine and execute a new US AppleCare Advisor New Hire Onboarding program
- Created a post-training mentoring program for cross-trained Advisors to new support mediums
Technical Project Manager: ServiceNow - Rotational 03/2018-11/2018
Partnered with ServiceNow to develop and implement a custom global internal platform for AppleCare worldwide.
- Leveraged organizational and subject matter expertise for development of strategy, timeline, business case, and technical solutions in alignment with overall business stakeholder objectives
- Architect integrations with ServiceNow using LDAP, SSO, Email, ITIL
- Wrote user stories, technical requirements, and designed UI mockups
Project Manager: Support Efficiencies - Rotational 04/2018 - 07/2018
Tested new chat customer experience strategies for possible worldwide implementation.
- Piloted new customer engagement processes to analyze effectiveness on CSAT, NPS, and Advisor efficiency
- Managed pilot team engagements and experience, built pilot website, and performed training to reduce variables and risks
- Assessed statistical techniques for modeling to ensure data quality and define impact strategy
Project Manager: Chat Analysis - Rotational 04/2016 - 10/2016
- Managed multiple concurrent projects to assess customer support improvement solutions
- Conducted and analyzed customer and employee chat medium experiences and turned them into actionable improvement projects
- Directed new process creation, and provided change management for organizational implementations
Provided computer repair, IT and A/V services. Specialized in the following consumer and business level services:
- IT solutions (VPN, Remote Login, etc); Network Design and Implementation; PC/Mac Software/Hardware Repair; Audio-Visual Design and Installation
Coordinated multi-million dollar Audio/Visual installation projects from sale to completion
- Managed labor, vendor coordination, business operations, customer relationships, budgeting, financial reporting, and accounting
- Found and collected $100,000 in outstanding receivables within first month
- PMI-ACP (Agile Certified Practitioner) - Mar 2020 - Credential ID: 2758220
- CompTIA Project+ (PMBOK) - Apr 2015 - Credential ID: COMP001020847211
- MTA: Networking Fundamentals - Dec 2013 - Credential ID: E0990083
- Microsoft Certified Professional - Dec 2013 - Credential ID: E0990084
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School Attended
- Western Governors University
- Full Sail University
Job Titles Held:
- Director of Global Customer Support
- Technical Support Manager/Project Manager
- Owner and Operator
- Office Manager/Project Coordinator
Degrees
- Bachelor of Science
- Associate of Science
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