Director Of Customer Support Resume
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.