Manager Customer

Kylene Carpenter

Mesquite, TX 214-***-**** *******@*****.***

Customer Support Manager

• Well organized administrative professional bringing excellent multitasking abilities developed over 10 years of experience. Expert in support management and familiar with documentation, compliance and technical requirements. Dedicated to maximizing customer satisfaction and exceeding business objectives with an organized approach.

• Self-motivated and skilled brining proven leadership, organizational and customer relations skills. Independently solved problems and kept teams on task to handle diverse business requirements. Areas of Expertise Include:

Training and Development Technical Support Customer Relations Document Management Conflict Resolution Strategic Planning Leadership Data Management Critical Thinking Professional Experience

Customer Engineer Support Manager, 2012 to 2019

Armor Defense, Richardson, TX

• Improved operations by overseeing customer support engineers and communicating objectives and goals.

• Created a tiered support system for engineers analyzing and solving problems while serving as point if escalations to customers.

• Established efficient workflow processes while monitoring employee’s daily performance and suggesting modifications to improve overall effectiveness of performance.

• Interacted with customers professionally and coordinated cadence calls to discuss opportunities for growth and improvement.

• Assisted in creating processes and procedures for major incidents which were executed and implemented company wide.

Technical/Customer Support Manager, 2008 to 2012

Neospire, Dallas, TX

• Maintained consistent and open channels of communication while providing technical assistance to clients including current customer issues, solutions, actions taken, and support trends.

• Recognized and made recommendations to streamline and simplify support systems while serving as point person between clients and higher support levels.

• Improved operational efficiency by effectively managing client relationships in pre and post sales efforts.

• Monitored process compliance and protocol adherence through mitigating regulatory risks.

• Collaborated with senior leaders to define customer needs and implement effective solutions. Additional Experience

Web Development Team Lead, Idearc Media Coppell, TX

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