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Skills

  • Communications
  • Budgeting
  • Operational improvement
  • Team management
  • Agile methodologies for support teams
  • Project organization
  • Customer service
  • Knowledge base content creation
  • First Aid/CPR
  • Customer insights reporting

Work Experiences

  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Used forecasting to figure out what changes needed to be made in the supply chain.
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader.
  • Acted as the liaison between customers and the product management team to advocate for feature requests, influencing the delivery of 8 new priority features.
  • Reviewed established policies and procedures in order to assume temporary leadership roles, motivate employees, and ensure that system operations ran smoothly.
  • Achieved a customer first-time resolution (FTR) rate of 52%.
  • Acted as the liaison between customers and the product management team.
  • Planned marketing initiatives and tapped into my referral network to promote business development.

Summaries

  • Expertise in technology and product development.
  • Ability to use sound judgment and independent decision-making skills to positively impact company success.
  • Costs were consistently reduced while profits were increased.
  • Clear understanding of budget management and risk assessment as well as budget management training.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Product Support Supervisor.
  • Forward-thinking manager with 9 years of manufacturing project management experience.
  • Successful and innovative Executive Manager with extensive experience and a track record of re-energizing and restructuring organizations, developing strategic initiatives, and seizing new business opportunities.
  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Accomplished in delivering actionable product insights to product teams, contributing to the release of features driving 81% customer adoption growth.

Accomplishments

  • Documented and resolved standard which led to initiative.
  • Championed the integration of customer feedback into product rollout processes, reducing negative feedback from 61% to 33%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Held bi-monthly training sessions on escalation path protocols, reducing incident misrouting by 19%.
  • Led weekly debriefing sessions on high-priority support issues, reducing recurring ticket counts by 43% through collaborative problem-solving.
  • Escalated over 11 cases to R&D teams for long-term fixes, directly influencing 15% of software patches released in 2024.
  • Supervised real-time escalation paths, reducing unresolved cases by 25% and improving customer feedback on service quality.
  • Collaborated with IT and engineering teams to design a bugs and issues tracking mechanism, resulting in 73% faster identification and resolution of major bugs.
  • Collaborated with cross-functional teams to identify and streamline support workflows, reducing average case resolution time by 65%.
  • Pioneered use of daily support huddles, elevating real-time issue awareness and minimizing delays in case resolution by 62% during 6 months.

Affiliations

  • Project Management Institute (PMI) Support Leadership Chapter
  • Society of Human Resource Management
  • Association for Computing Machinery
  • Customer Success Network
  • Professional Association for Support Leadership Innovators
  • American Marketing Association
  • American Medical Informatics Association
  • Certified Agile Leadership Essentials (CAL-E)
  • Global Association of Product Support Specialists
  • Jaycees

Certifications

  • CompTIA Security+
  • CSM (Certified ScrumMaster) by Scrum Alliance 2017
  • Certified ScrumMaster (CSM) – 2024
  • Certified Information Systems Security Professional (CISSP) - Brightline, 2017
  • CompTIA Project+ Certification - 2016
  • Google Certified Professional Cloud Architect
  • Zendesk Support Administrator Expert Certification SAP 2017
  • ServSafe
  • Lean Six Sigma Black Belt - Cedar Works, 2023
  • Agile Certified Practitioner (ACP) by PMI 2021

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