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Professional Summary
Experienced software professional with a diverse background in Technical and Product Support, Leadership and excellent Customer and Project Management skills. Action-oriented self-starter with a strong ability to communicate effectively with technical business executives while leading incredible teams & driving major strategic initiatives.
Skills
Lifecycle management
Organization and Time management
Raw Product Testing
Distribution Coordination
New Process Development
Production Reports Maintenance
Verbal and Written Communication
Staffing Requirement Determination
Relationship Building
Team Recruiting and Hiring
Detail-Oriented
Cross-departmental Alignment
Education
Expected in 09/2012Bachelors of Specialized Studies | Communication And Marketing ManagementOhio University, Athens, OH, GPA:
Work History
03/2022 to CurrentProduct Support ManagerStratasys | Los Angeles, CA,
Lead Team of 4 Front Line Mangers and oversee 20 Front Line agents coaching actively to high standard performance, data fluency and people management.
Achieve 91% Customer Satisfaction score on strategic accounts.
Directed the work of a high volume department distributed across chat, ticket, phone & multiple languages.
Implemented processes across a global team of frontline managers designed to protect and improve SLAs across ticket queues to achieve customer delight.
Created and maintained reports via Looker and Zendesk Explorer to define and determine customer trends.
Developed and implemented department focused development plan which focus on manager/agent growth.
01/2021 to 03/2022Senior Product Support ManagerConsolidated Communications | Sunderland, VT,
Built and developed Product Support Department to manage 250 ticket per month and provide quality external and internal end user experience.
Developed and maintained process documentation for onboarding using Confluence, Trello, Jira and Salesforce
Lead weekly meetings with Product Managers, Customer Success and Developer Leads to align and prioritize production issues.
Implemented quality improvement changes using Looker, Google Data Studio reports captured to minimize product defect rates and submit monthly reports to support executive decision making.
Created and documented communication process with Customer Success and R&D teams.
Standardized NPS and CSAT performance goals across CS, Sales and Support.
01/2017 to 01/2021Senior Software Support ManagerGoSpotCheck Denver | City, STATE,
Directly supervise 9 people across two bilingual teams, including evening remote employees.
Provide software and technical support to 60,000 daily active users globally for 8 proprietary products over 3 channels.
Lead ongoing training and career development plans for all team members.
Scope/monitor team projects for accurate and timely delivery on quarterly strategic goals: focusing on quality of service, customer satisfaction, net promoter scores and team scalability.
Develop and maintain internal processes and tools for entire team, including Zendesk, Asana, Salesforce and Looker data insights system.
Forecast hiring and scheduling needs to ensure optimal coverage for excellence customer service.
Represent customer voice when working with engineering teams to prioritize resolution of critical defects and outages.
Developed and delivered 5 week on boarding training program that ensured all team members are equipped to support customers in timely manner.
Customized external communication during non-business hours and company-wide meetings.
Ran and documented individual team weekly performance reviews to enable role development and growth.
05/2015 to 01/2017Senior Technical Support AnalystGoSpotCheck Denver | City, STATE,
Acted as liaison between commercial, product and engineering teams to communicate technical bugs in daily customers’ report.
Collaborated with QA and Product to determine priority of technical triage enabling resolution of production issues.
Tested beta releases for 6 different products to ensure release quality.
Developed and maintained bug scoring system to provide insight to QA and Product teams on severity of production issues that customers faced.
Created and maintained escalation documentation in Zendesk and Pivotal Tracker to help keep communication clear to product and engineering teams.
Communicated all resolutions and application deprecation emails to customers.
Utilized following tools to effectively perform: Fabric, Sentry, Dataclip, Papertrail, AWS and Crashlytics.
Certifications
Customer Experience Leadership, LinkedIn - 2022
How to Present and Stay on Point, LinkedIn - 2022
The 4 Essential Roles of Leadership, FranklinCovey - 2020
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