Customer Service Manager

ALEX WAINER

*** ********* ** ******* ** ***** 770-***-**** ****.******@*****.***

OVERVIEW

Extensive experience in Account Management and Technical Support: Twelve years of technical support experience supporting internal and external customers. Effective at troubleshooting system issues. Worked diligently with other departments to enact issue resolution.

Strong background in business organization and processes: MBA, professional training in leadership, diplomacy and negotiation skills, as well as project and performance management Passionate advocate of technological opportunities and SaaS technology. Exceptional skill with Salesforce, phone skills, balancing multiple priorities and asking probing questions to get to the root of a problem.

RELATED EXPERIENCE

CareerBuilder Norcross, GA

Senior Customer Service Representative 2014 to 2020

Responsible for creating and maintaining internal facing knowledge base, video learning and documentation.

Attended weekly meetings with development teams - identifying trends, assisting in prioritizing conflicting priorities and documenting bugs.

Tapped by executive leadership for escalation cases high visibility clients where technical support is needed. Provide rapid solutions to the customer, including a post-resolution recap email with next steps to prevent future breaks.

Communicate customer needs internally and collaborate effectively with other parts of the organization to ensure customer success

Provide second level technical support to enterprise level clients, following bug behavior across multiple internal and external systems to locate the source of the error. Account Manager / Client Support Specialist 2007 to 2014

Develop and manage multiple implementation programs: coordinating international fulfillment and local sales, managing my day and keeping the project on task and on time.

Responsible for onboarding clients, learning their recruitment model, supporting them during an integration transition, and providing ongoing support for both internal CareerBuilder and external 3rd party applications.

Coordinated and led Client-Support training sessions to maximize client use of product Customer Service 2006 to 2007

Proficient in resolving customer usage concerns, internet web assistance. and client relationship management

First line of contact for clients experiencing issues EDUCATION

Masters in Business Administration Bachelor of Arts: Film Studies University of Georgia, 2011 Georgia State University, 2005

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