CAREER SUMMARY
As a seasoned Support Team Manager, I bring over two decades of expertise in technical and customer support, as well as IT environments. My leadership has been instrumental in driving operational excellence, creating and refining processes, and fostering a culture of continuous improvement. I am an early adopter and passionate technology enthusiast, always eager to understand how things work. With a keen eye for detail and exceptional analytical skills, I am a skilled problem solver and have a competitive drive to exceed expectations.
KEY SKILLS & QUALIFICATIONS
- Virtual Reality/Augmented Reality technologies
- Windows deployed and hosted application support
- Salesforce, Zendesk, Netsuite, and JIRA Administration
- Call Center Analysis
- Customer Care and Technical Support Management
- Call Center ACD, WFM tools
- Schedule planning & management
- Certified “100% Proficiency” trainer
- Skilled problem solver
- Proficient at teaching technical concepts to non-technical people
- Experience with Natural Language Processing (NLP) and Conversational AI technologies
- Familiarity with machine learning and deep learning concepts
- Thrive in high-energy, fast-paced environments.
EXPERIENCE HIGHLIGHTS
ZSPACE, Sunnyvale, CA
Customer Support Manager May 2023 – Present
Sr Support & Systems Engineer Sept 2015 – April 2023
zSpace – Not your average computer As a hardware and software solution, zSpace delivers a stunning interactive experience by integrating the latest AR/VR technology in an all-in-one computer and laptop. zSpace utilizes three sensory characteristics to create a natural and intuitive product. Responsible for delivering top-class support and service to zSpace customers, partners, and resellers. Serving as a driver and point of contact for multiple projects to push ongoing contact center improvements with quality and quantity.
Specifics:
• Supporting diverse tailor-made hardware and software offerings for enterprise and educational clients across all stages of the product lifecycle, catering to both local and global markets.
• Lead cross-functional process development projects touching multiple CRM tools, order processing systems, and ticketing systems such as Zendesk, Netsuite, Salesforce, JIRA, and more.
• Detailed reporting of bugs, feature enhancement requests, and other issues via JIRA.
• Salesforce, Zendesk, and GSuite administration.
• Scoped, created, and deployed a completely new Salesforce Lightning Console experience for Support and Operations ticketing. This included complex approval workflows, automated processes, and RingCentral integration.
• Process documentation, knowledgebase authoring.
• Training and mentoring of all new hires on the support team.
• Maintain the highest level of support and service to our customers possible with a passion to be the voice and advocate for our customers to the entire organization. Averaging 98% customer sat scores across the team.
CENTRAL PAYMENT, San Rafael, CA
Director, Contact Center Sept 2014 – Sept 2015
Central Payment is a leading national merchant service provider. Responsible for building up a top-class, multilingual contact center operation. Serving as a driver and point of contact for multiple projects to push ongoing contact center improvements with quality and quantity. Specifics:
• Launched enterprise-level workforce management (WFM) solution, implemented a flexible knowledge-based system and advanced team technical abilities through increased training, resulting in an increase to maximum call handling ability by over 30% while dropping ASA and ABN nearly 40%.
• Enhanced operations procedures and reporting on support metrics via customized ACD reporting, establishing KPIs for staff, and highly aggressive team goals for ASA and ABN.
• Customer satisfaction evangelist across the organization. Driving employee morale improvements while balancing the needs of the business with the creation of daily, monthly, and quarterly top performer recognition and awards, contributing to a reduction in employee turnover by 15%.
• Proven record delivering predictable and repeatable numbers month after month.
OPENEDGE (Formerly PAYPROS PAYMENT SOLUTIONS), Newark CA
Director, Agent Support May 2014 – Sept 2014
Manager, Tier II Technical Support Nov 2012 – April 2014
• Managed day-to-day activities in an activation and support operations department of more than 35 employees supporting over 55,000 merchants for this merchant service provider.
• Set and met aggressive SLAs to drive customer and partner satisfaction with email response time, speed of call answer, handle times and survey averages which has pushed one of the lowest attrition rates in the industry.
• Analyzed call trends, forecasted, and scheduled for appropriate staffing needs to meet service goals.
• Developed KPIs, created methods of measurement to accurately report on actionable data.
• Increased efficiency and accuracy of activation utilizing online portal used by the external sales force, resulting in a projected 10% reduction of merchant activation life cycle.
• Managed, updated, and maintained internal terminal download management software suites. Included QA and deployment of processor terminal applications, template creation, and staff training.
• Designed and built an order management application in Salesforce and exposed the orders through Apex web services. Built a Windows service to import processed order information back into Salesforce using Salesforce.com web services API.
Manager, Product Services April 2011 – Oct 2012
• Managed final stages of software partnerships: set up internal processes that provide ISVs the guidance needed to ensure seamless interactions for the customer through all stages of the merchant account lifecycle. Creation of product, training to sales, installation, and support. Established an escalation process that reinforced the process and ISV relationship.
• Created API documentation used by software developers. Assisted developers to understand how the payment platform handled a variety of transactions including ACH, gift, and encryption. Acted as liaison for ISV and internal partners to solve complex development needs of the partner, simultaneously creating future requirements for proprietary payment platform enhancements.
• Managed cross-department, cross-company initiative that enabled integrated ordering of hardware between the Salesforce environment and TASQ Technologies, increasing time to deployment by more than 60%. At the same time increased efficiencies, cut waste, and eliminated common human errors that resulted in a savings of $60K in 2012.
• Closed-loop stored value solution: managed requirements, internal documentation, and training for ground-up stored value program on the proprietary payment platform. Created external marketing documentation and training guide. Created the escalation process for merchant and pre-sales support.
Product Manager & Trainer June 2005 – March 2011
• Hands-on liaison between Product & Developer Services Team and the Installation & Support Teams providing easily understood requirements, training, and documentation.
• Implemented in-house download servers including the building and installation of all servers, creation of terminal models, interchange testing, creation of custom overlays, documentation, and training.
• Created a time-saving product book that resulted in faster call resolution and lower hold times.
• Managed relationships with hardware deployment vendors and terminal manufacturers resulting in increased accuracy and speed of order completion.
• Trained all operations and sales employees on specific job duties and all new products, processes, and procedures.