Manager Engineer
Resume:
Scott Sumner
Customer Experience Manager
Contact
*************@*****.***
Education
Keller Graduate School of Management
Master of Business Administration in Project Management
2013
DeVry University
Bachelor of Science in Computer Information Systems: Information Systems Security
2010
Key Skills
Project Management
Escalation Management
Salesforce Administration
Team Leadership
Business Process improvement
Program Management
Public Speaking
Business Administration
Experience
Customer Experience Manager
Trend Micro, Inc - Austin, TX
March 2011 to Present
• Leads a team of 15 technical and customer support engineers conducting 1:1s, coaching and mentoring sessions to help improve the engineer’s overall performance and the customer experience
• Managed multiple support projects for the customer success team during the transition and acquisition from Hewlett Packard Enterprise (HPE) to Trend Micro with 100% up-time
• Responsible for our customer satisfaction (CSAT) program and review every customer's response weekly to help drive customer satisfaction; Average Net Promoter Score (NPS) 60 and CSAT score 4.77 out of 5
• Responsible for company-wide Salesforce organization, becoming the support subject-matter-expert, and transition from one Salesforce organization to another without downtime.
• Reduced the number of customer escalations by 80%, resulting in a 90% customer retention rate by working with customer success managers, sales leadership and engineers
• Responsible for scheduling and maintaining coverage and forecasting needs; maintaining 100% coverage for a 24/7 contact center
• Promoted from level-2 support engineer to level-3 support engineer within 18 months, then promoted to technical leader after 3 years, and promoted to customer experience manager
Senior System Analyst
U.S. Army - Fort Hood, TX
March 2002 to March 2011
• Worked with teams on designing, planning and implementing networks and systems infrastructure well over 10 million dollars with 100% customer satisfaction
• Chosen to be the operations manager during company reorganization, which included scheduling and managing personnel during the company's transition period with a 100 % approval rating
• Shown great attention to detail while preparing periodic time sensitive operational reports and organized 115 personnel records, including job reviews and pay documents
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