Customer Support Manager

Markell J. Lee

Phone: 415-***-****

Email: *.**********@*****.***

Customer Support Manager

Highly-experienced Customer Support Manager with 7 years of providing excellent support to customers across various industries.

Operations Management

Data & Information Analysis

People Management

Process Development & Implementation

Staff Training & Development

Project & Product Development

EDUCATION

Associate in Applied Science: Culinary Arts West Virginia Northern Community College, Wheeling, WV, 2013

ACHIEVEMENTS

●Raised Customer Satisfaction Scores by 30% by successfully collaborating with Product and Technical Services to implement chatbots and chat features.

●Created, edited, and utilized a comprehensive internal and external knowledge base, established Service Level Agreements, and developed macros to reduce the First Response Time & Full Resolution Hours by 45%.

●Maintained a 90% Customer Satisfaction Rating consistently over a 9 month period.

●Increased employee retention rates by 10% over a 13-month period by implementing a tiered-interview system and organizing a minimum of 2 team outings per quarter.

EXPERIENCE HIGHLIGHTS

HUBHAUS, San Francisco, CA, July 2018 to March 2020

Customer Support Manager

Lead a team of 15 Customer Support Specialists.

Successfully launched, managed, and trained Customer Support & Quality Assurance Teams.

Created, edited, and altered customer service strategies and procedures by utilizing Confluence to deliver a satisfying experience for all customers.

Conducted performance reviews for Team Leads and designed a plan of action for improvements on a monthly and quarterly basis.

Implemented individual and team based key performance indicators to compliment corporate-specific metrics.

Introduced the utilization of chat features, chatbots, and designed all conversation flows in providing coherent responses to customers.

Increased customer advocacy by analyzing, compiling, and sharing data with relevant stakeholders, including, the CEO, Director of Operations, and Director of Technical Services.

SNAPSHEET, Chicago, IL, July 2016 to July 2018

Customer Support Manager

Managed a team of 8 Customer Support Associates.

Managed customer escalations while finding ways to communicate customer feedback internally.

Developed detailed macros, help center articles, and updated internal & external knowledge bases to elevate team processes.

Identified, reported, and continuously improved on team KPIs, such as CSAT, Time to Resolution, and Time to First Response.

Collaborated with cross-functional stakeholders to optimize processes and created product enhancements aimed at improving the overall customer experience.

EMERGENCY 24 INC, Chicago, IL, September 2013 to July 2016

Lead Dispatcher

Monitored emergency and non-emergency Police, Fire, and EMS activity from five law enforcement agencies, four fire districts, and two EMS districts, documenting all activity in the Global CAD (Computer Aided Dispatch) system with alpha and numeric data.

Effectively operated a wide variety of emergency communications equipment, including different radio consoles, computer systems, and call recorders.

Maintained high levels of confidentiality and security of sensitive data.

Provided quality support with personnel training and coaching, as well as modifications to training materials.

TECHNICAL PROFICIENCY

Software: Zendesk, Zendesk Explore, Salesforce, Google Suite, Periscope Data, Asana, Slack, Jira, and Confluence

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