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Director Of Customer Support Resume

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Rochester, NY

SUMMARY:

Customer Support Director with 19 years of experience in supporting a worldwide customer base. A proven track record of using my excellent personal, communication and organizational skills to lead and improve support departments, recruit excellent personnel, and improve department efficiencies. I am a strong believer that processes should be living and adjusted over time. Team player with excellent communication skills, high quality of work, driven and highly self - motivated. Strong negotiating skills and business acumen and able to work independently.

SKILL:

Strong Communication skills Team player Excellent time management skills Conflict Management Public Speaking Data analytics Customer and employee relations

EXPERIENCE:

Confidential, Rochester, NY

Director of Customer Support

Responsibilities:

  • Responsible for the entire Business Process Management Support Team.
  • Set yearly employee goals and completed performance appraisals for a large team of people worldwide.
  • As part of this process, was responsible for hiring and firing and compensation planning.
  • Regularly completed performance analysis for the team to justify and support team size and potential changes when necessary.
  • My team had a very high employee retention rate because of the creative and fun work environment built on respect and solid teamwork.
  • The team supported 7 major BPM products and roughly 20 smaller heritage products which includes customers from around the globe.
  • I tracked workload analysis and revenue risk assessment for each product to spot downward trends and attempt to correct them.
  • Handled customer escalations and directed oversight of customer wellness trends
  • Created metrics for the BPM Pillar to report to Senior management on a quarterly basis.

Director, Customer Support

Confidential

Responsibilities:

  • The move to this position added more direct employees to my team including another manager reporting to me, adding more products to my organization.
  • Handled critical customer escalations for the products supported by my team. This involved building a solid relationship with many customers.
  • Assisted in creating yearly employee goals and completed performance appraisals team located across the US, office based and remote. Participated in hiring and firing process.
  • I tracked workload analysis for my team to watch over workload balance and to help with performance analysis of individual team members.

Manager, Customer Support

Confidential

Responsibilities:

  • Responsible for all Staff scheduling on three shifts, including tracking time off for BPM team.
  • Created 24x7 on-call schedule for multiple product lines.
  • Participated in manager on-call rotation for customer escalations off-hours.
  • Handled critical customer escalations for the products supported by my team.
  • This involved building a solid relationship with many customers.
  • Completed performance appraisals for small team located in Rochester NY.
  • Participated in hiring process.

Customer Support Engineer

Confidential

Responsibilities:

  • Provide case management for multiple enterprise level BPM products working on multiple OS and DB platforms via E-Mail, phone and other electronic medium (WebEx/GTA).
  • Replicate customer environments and problems to resolve break-fix scenarios.
  • Wrote and published knowledgebase articles, documentation and technotes related to resolved issues to add to a database to enable customer self-help.
  • Served as the Development Liaison when issues or defects need to be sent to R&D for advanced investigation and resolution.
  • Attend customer weekly calls to discuss ticket progress and issue prioritization.
  • Manage entry of defects and new feature requests into tracking system for development review. This included acting as development liaison between support and development to prioritize customer requests.

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