Product Support/Operations Manager

Enthusiastic, results oriented professional adept at delivering customer satisfaction and technical support in a high volume customer centric culture. Outstanding work ethic, attention to detail, organizational skills, judgment and reliability. Core Competencies

Professional Experience

Tactic Edge Solutions – Sandy Springs, GA Oct 2018-Present Given additional responsibilities three times in under two years: Senior Operations Analyst Operations/Product Support Manager Program Change team added Provider Support team added

Product Support Manager/Operations Manager

● Developed and implemented operational process improvements resulting in significant savings of time and money throughout the company.

● Analyzed fundamental components of problems and bottlenecks within operational systems, found and documented solutions, communicated the correct course of action to teams, and documented the resolution to all affected parties and concerned stakeholders.

● Provided Tier 3 support for system issues by helping to identify, diagnose, and resolve the more challenging problems that arose within the database that were unable to be resolved by Tier 1 or Tier 2 personnel.

● Set clear expectations and objectives for Product Support, Provider Support, and Program Change teams.

● Oversaw hiring, training, and team development to maintain high productivity and achieve key performance targets.

● Sought out by developers to assist with QA and UX testing on in-house developed software. Senior Operations Analyst

● Developed and maintained expertise in the use, maintenance, and processes of operational databases.

● Acted as second point of contact, interacting with customers using multiple support channels and escalated situations to tier 3 support as required

● Performed audits to ensure data integrity, and made updates or changes to the data as necessary.

● Assisted various departments with monthly and ad hoc reports by analyzing multiple data points. B Virtual Inc. – Alpharetta, GA Feb 2011-Oct 2018

Promoted five times in seven years:

Proctor Technical Support Floater (Assistant Supervisor) Shift Supervisor Lead Shift Supervisor Lead Shift Supervisor

● Oversaw 20+ people to ensure guaranteed service level agreements were met and processes were followed.

● Coached personnel to provide superior service, including performing formal quality assurance audits.

● Served as the Business Continuity Coordinator. This involved managing high visibility technical support issues, including documenting the resolution process.

● Client account management

● Process improvement

● Database operations and management

● Supervision – 20+ staff

● ITIL Foundation certified

● Global 24/7 customer support

● Managed customer escalations, working with students, professors and customer representatives to resolve irregularities or technical issues ensuring customer satisfaction and continuous improvement. Technical Support

● Answered inbound calls and resolved technical support issues in accordance with company policies.

● Escalated high priority tickets to ensure timely resolution by appropriate personnel.

● Ensured customer satisfaction through accurate, timely and professional communication. Proctor

● Provided a seamless remote proctoring experience for students taking online exams using Bomgar remote access software on student’s computer to allow desktop control.

● Ensured no irregularities or aberrant behavior during the exam process.

● If there were irregularities, documented and coordinated with professors to address them. Inspection Scheduling Services – Marietta, GA Nov 2011-May 2012 Customer Service Agent

● Provided support to realtors and home buyers, answered phones and provided sales support.

● Prepared and sent out contracts to clients.

● Scheduled and confirmed appointments.

Education

● Kennesaw State University – Information Systems, Business, Communication, Statistics, Accounting References upon request

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