To secure a customer success and/or client management position with a well-established organization with career growth potential that will enable me to further develop my management skills, gain marketing/sales experience and contribute to the growth and success of the organization. Manager bringing extensive call center experience in inbound, outbound and blended environments. Strength in training and development, client relations and problem solving.
ManagerApr 2016 to Current Diligent Corporation － New York, NY
Oversee a team of 12 support representatives, consisting of 8 Tier 1 application specialists, 3 Senior and 1 Tier two escalation engineer.
Manage a call center providing white glove concierge level support during US Business Hours, while of the team is working remotely.
Meet Monthly, Quarterly and Annual support metrics with specific targets for connectivity uptime and support feedback.
Ensure proper communication and resolution execution across many different departments, specifically Customer Success and Sales.
Assisted in new feature upgrades for current clients along with assisting in the sales cycle for prospects.
Ensure proper support coverage existed and appropriate hand off occurred between three team internationally.
Team LeadNov 2014 to Apr 2016 Diligent Corporation － New York, NY
Primarily help all support representatives deliver outstanding client support and impeccable retention.
Meet weekly with team members to review and resolve current issues.
Help recruit and hire individuals with key characteristics that will aid and assist in meeting our departments goals.
Work with high valued client's IT departments in order to obtain a smooth implementation of our product.
Continuously training new representatives in order to have them delivering our concierge level support as soon as possible.
Work with all existing accounts in order to identify need based opportunities for sales and account management departments alike.
Addressed and resolved customer product complaints empathetically and professionally.
Effectively managed a high-volume of inbound and outbound customer calls.
Senior Application Support SpecialistJul 2012 to Nov 2014 Diligent Corporation － New York, NY
Helped manage and resolve all escalated issues.
Worked as a liaison between New York based Sustomer Succes Management teams and Development in New Zealand.
Helped implement higher need accounts for transition from prospect to client classification.
Assisted with advance training and referral aid for all current clientle.
Assisted in advance client retention.
Managed call flow and responded to technical support needs of customers.
Evaluated and responded to incoming sales leads and requests for technical support assistance.
Followed up with clients to ensure optimal customer satisfaction.
Remained up-to-date on the latest technologies and solutions applicable to company products.
Retained existing clients and developed new business by extending high quality and efficient service.
Application Support SpecialistJan 2011 to Jul 2012 Diligent Corporation － New York, NY
Fully supported several versions of our software across multiple platforms including Mac OS, Windows8.1/10 , iPad and android OS.
Issued assistance across multiple end user levels and assisted in the training of administrative users for our product.
Was a founding member of the New York based global support team.
Referred two support representatives who have assisted in the building of an award winning support team.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Defused volatile customer situations calmly and courteously.
Financial SpecialistJul 2009 to Dec 2011 Wachovia Bank; A Wells Fargo Company － New York, NY
Provide consumer banking customers with products ranging from timed deposit accounts, numerous saving.
and checking products, along with retirement planning and equity lines of credit.
Develop new service strategies for maintaining and further penetrating existing client relationships for both.
consumer and business clientele alike.
Account ExecutiveSep 2008 to Jul 2009 Konica Minolta Business Solutions － New York, NY
Sold and marketed multi-functional peripherals to businesses of all sizes and industries.
Targeted key decision makers of companies in order to truly define their needs and bring them to the forefront.
of their respective industries.
Account ExecutiveSep 2007 to Aug 2008 Site Logic Inc － New York, NY
Sold and marketed paper and electronic discovery solutions, including forensic recovery services, copying,.
scanning, printing, coding, diligence, web hosting and legal professional staffing.
Consistently followed up with clientele in order to preserve the utmost customer service.
Education and Training
Bachelor of Science, Management2007State University of New York - BuffaloManagement