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Technical Support Team Leader Resume Example

Resume Score: 70%

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TECHNICAL SUPPORT TEAM LEADER
Professional Summary
Dependable Technical Support Team Leader with 11 years of management experience in fast-paced customer service and call center environments. Personable and professional under pressure.  Enthusiastic team player with a strong work ethic and advanced complex problem solving skills.
Skills
  • Exceptional verbal and written communication skills
  • Customer service-oriented
  • Exceptional interpersonal communication
  • Effective leader
  • Staff training/development
  • Efficient multi-tasker
  • Software Training and Implementation
  • MINDBODY Software
  • MS Windows proficient
  • Microsoft Word, Excel, Outlook, Sharepoint
  • PC Troubleshooting
Work History
Technical Support Team LeaderDecember 2012 to Current
MINDBODY Inc - San Luis Obispo, CA
  • Manage a team of 12-16 agents.
  • Head of the Written Communication Certification testing and processes.
  • Prepare and present quality monitoring results for each agent, twice per month.
  • Prepare coachings or action plans to assist agents on improving performance and/or attendance.
  • Offer guidance for employee growth.
  • Organized opportunities for employee education.
  • Trained, coached and mentored staff to ensure smooth adoption of changes to software or processes.
  • Assist in the development of new policies and rolled them out to staff.
  • Monitor agent weekly stats to provide encouragement or areas for improvement.
  • Ensured superior customer experience by addressing escalated customer concerns, demonstrating empathy and resolving problems on the spot.
  • Lead weekly team meetings to discuss current events and updates
  • Assist agents with technical and procedural questions.

Technical Support SpecialistMay 2011 to December 2012
MINDBODY Inc - San Luis Obispo, CA
  • Attended the Pipeline group training to be a backup for Tech Team Leaders.
  • Provided floor coverage to answer questions from technicians.
  • Skilled for the escalation queue and took escalated calls from clients.
  • Monitored real-time phone states to ensure adherence.
  • Became certified for Written Communications.
  • Receive incoming calls and live chats from MINDBODY clients.
  • Provided support by answering email inquiries.
  • Resolve client inquiries and technical issues.
  • Provide training to clients who are just learning the software or that need to be refreshed on functionality.
  • Provide support to surrounding technicians that are in need of assistance.
  • Consistently aligning with company core values.
  • Maintaining a MEET or EXCEED score on quality evaluations and successfully meeting schedule adherence expectations.
  • Provided an elevated customer experience to generate a loyal clientele.


Sales Analyst / BillingJune 2010 to April 2011
Utility Telephone - San Luis Obispo, CA
  • Validating customer address and class of service.
  • Analyze orders made by sales representatives to ensure accuracy and compliance with company policy.
  • Create detailed multi-part service orders and assign them to the corresponding department who will fill the order for the customer.
  • Filing forms and data to customer folders so that it can be easily accessed by other departments.
  • Reviewing completed orders and entering detailed billing information into the customer's account before billing cycle deadline.
  • Speaking to contracted agents and companies to verify information and to educate on proper completion of forms.
  • Providing information to help resolve urgent and high priority situations.
Technical Support Team Lead / CoachAugust 2001 to June 2010
UPS Teleservices - Santa Maria, CA
  • Completed the UPS MAPP Supervisor testing which qualified me as a candidate for a Management position at UPS.
  • Assigned to a variety of teams for support of up to 30 - 40 technicians. 
  • These teams have excelled at Call Handle Time and Quality, and often are selected to beta test new software and procedures.
  • The most recent team is a specialty team which supports customers using desktop sharing software.
  • In addition to supporting the technicians, other duties delegated by the Call Center Supervisor include:

1. Preparing Action Plans to assist in improving agent performance.

2. Monitoring staff scheduling software to manage technician schedule adherence.

3. Monitoring quality scores to ensure quality measurements are met.

4. Acting as Point-of-Contact for the development of software.

5. Making calls directly from customers and providing software support.

6. Taking escalated calls from upset or concerned clients.

7. Managing service levels, making adjustments to satisfy customer demand.  


First Level Technical Support TechnicianFebruary 2000 to August 2001
UPS Teleservices - Santa Maria, CA
  • Respond to UPS shipping customers' inquiries to resolve technical issues regarding UPS shipping hardware and/or software and answer questionsabout UPS services.
  • Fully documenting troubleshooting steps and company information for individual customers. 
  • On a scale of 1-5 for quality of service, with 5 being the highest, maintained a consistent average of approximately 4. 
  • Trained approximately 10 new technicians and coached others.
  • Served as an assistant Technical Lead, answering technical questions and giving authorization approvals for escalating issues to a higher level of support for first level technicians.
  • Coached other team members to improve performance for the team. 
  • Also apart of a special team “Special Forces” for technicians that exceed the call center standards in quality and call handle time.
Education
Allan Hancock CollegeSanta Maria, CA
Management Certification:
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • MINDBODY Inc
  • Utility Telephone
  • UPS Teleservices

School Attended

  • Allan Hancock College

Job Titles Held:

  • Technical Support Team Leader
  • Technical Support Specialist
  • Sales Analyst / Billing
  • Technical Support Team Lead / Coach
  • First Level Technical Support Technician

Degrees

  • Management Certification :

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