Resume
Experienced technical support team manager with experience building and leading teams in excess of twenty people, creating and maintaining key performance indicators and cultivating excellent relationships with other divisions within and outside the company.
Experience
Support Manager | LiquidWeb 03/2021 – Present
- Lead four separate support teams, averaging 10+ people per team
- Met the needs of the support agents, including human resources, training, tools and even emotional support needs
- Facilitate the intermingling of teams to meet all business needs, including leading a team of 12 leaders across Stellar
- Collaborate with other brand leaders to ensure unity and consistency
- Initiated the combing of teams into one support platform to better serve customers, moving and organizing four brands in Zendesk
- Migrated a team of 10+ and over 3,000 existing tickets into a new support system
- Lead the hiring process and training of all new team members
- Liaised with third-party organizations on the hiring and training of contract employees
- Discussed the teams’ needs with different platforms to find and help develop the best resources for the teams
- Created presentations for leadership covering topics including plans for the team and support statistics
Support Supervisor | LiquidWeb 02/2019 – 03/2021
- Ensured quality customer service by working closely with the team, reviewing agent replies and customer feedback
- Guided the maintenance of company documentation, both internal and customer-facing, creating new processes and schedules
- Coordinated with other teams to create and improve processes, including creating onboarding new employees and product testing processes
- Directed the hiring process and training of all new team members
- Created and maintained team KPIs, including first response time, response to resolution and customer satisfaction
- Relaunched the company’s YouTube channel, creating content and leading other content creators on the team
- Met with each team member monthly to review the individual’s statistics and discuss the employee’s general happiness and any needs
Plugin Support | iThemes 05/2012 – 02/2019
- Dispensed excellent support to customers of all products
- Tested products for bugs prior to the release of new features and updates
- Facilitated the creation and maintenance of product documentation
- Created and led webinars for customers instructing on the use of products and basic WordPress functions
Central Team | iThemes 01/2012 – 05/2012
- Wrote in excess of 10 blog posts and one ebook
- Aided in the creation and editing of marketing material
- Managed the maintenance of the physical office needs, including purchasing supplies, organization and generally helping in any way the team needed
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