DAVID LAND

Sunrise, FL ***** 917-***-**** adwlid@r.postjobfree.com

LEADERSHIP PROFILE

Top performing, solutions–driven Support Management professional with 10 years + progressive experience in staff training and development including needs assessments, curriculum development and facilitating training. Proven ability to direct, motivate, and inspire individuals and teams to produce optimum results in pursuit of organizational goals. Proven record in building and managing call center agents and providing innovative leadership. Other strengths encompass:

Business Development Conducting Training Classes Call Center Operations

Coaching E-commerce Handling Escalations

Daily reports Strategic Leadership Creating Processes Performance-driven and inventive Leader with extensive experience and success in implementing strategic processes. Proven ability to coach and manage call center agents to preform to higher standards. Recognized for liaising with senior management to direct process improvements that have enhanced compliance, service delivery, profitability, and growth. Seeking a position where my skills and expertise will support and further corporate goals. PROFESSIONAL EXPERIENCE

3dcart.com/Shift4Shop 05/11-01/2022

All in one Ecommerce software platform

CALL CENTER Technical Support Manager

Responsible for the training for new reps and ongoing training of technical support agents. Daily accountability included monitoring, following up with agents on showstoppers and technical issues, reviewing updates with agents, managed a staff of up to 50 support agents.

Maintained a keen understanding of training trends, developments, and best practices

Consistently assisted staff with questions and ongoing training

Resolved any specific problems and tailor training programs as necessary

Consistently monitored and evaluated agents’ effectiveness

Developed all training material, training schedule and nesting for new agents.

Adhere to the highest quality service standards ensuring complete customer satisfaction and growth of strong corporate culture.

Developed processes for new level 2 support agents for VIP Clients

Responsible for managing the Level 2 Support agents

Performed monitors for agents including side-by-side coaching, recorded calls and remote monitoring.

Gathering customers information and determining specific issue by evaluating and analyzing the symptoms and issues.

Developed training materials for remote partner programs.

Trained remote agents via conference calls, webinars, and travel

Implemented floor training and follow up procedures

Processing daily reports and updates on the status of the call center and customer feedback.

Identifying and receiving escalated issues per customer complaints.

Proficient in HTML/CSS coding, DTP, DNS management, Trello, Jira, Titian, CRM management

Communicating with other departs to expedite and correct any issues EDUCATION

Associate of Arts Degree in Business Administration New York University, NY, NY

COMPUTER SKILLS

Microsoft Office (Word, Excel, PowerPoint, Outlook), HTML, CSS, and JIRA, FTP, and able to learn new technology quickly and easily