Tech Support, Customer Service. MS in Media Forensics Student
Resume:
R ANDY
CRAIG
*****@**********.***
Fort Collins, CO 80521
linkedin.com/in/randall77craig
PROFESSIONAL SUMMARY
• Results-driven and detail-oriented; virtual customer service and event management professional with 20+ years of experience in SaaS, technical support, and operations. Proven expertise in managing virtual events, operations management, managing training, onboarding, and technical troubleshooting.
• Skilled in delivering high-quality service, optimizing processes, and exceeding key performance indicators (KPIs). Strong background in new hire training, coaching, and development.
• Currently pursuing an M.S. in Media Forensics with advanced proficiency in digital tools and platforms. Looking to leverage technical support and managerial experience in a dynamic organization focused on customer satisfaction and operational excellence.
CORE COMPETENCIES
1. Customer Service Management 2. SaaS Technical Support 3. Virtual Event Management 4. Process Improvement Optimization 5. New Hire Training & Onboarding 6. Digital Audio Recording Production 7. CRM - Systems: Salesforce, Zendesk, Github, Kustomer 8. Project Management Tools: Asana, Slack, Hootsuite, Campaign Monitor 9. Operating Systems: macOS, iOS, Microsoft Windows 10. Software: MS Office, Google Suite, Adobe Creative Suite, Logic Pro X, Visual Studio Code
11. Web Technologies: HTML/CSS
PROFESSIONAL EXPERIENCE
Member Advocate (Seasonal)
Businessolver Inc., Denver, CO Sept 2023 – Jan 2024
• Delivered exceptional customer service, achieving a 97% satisfaction rate for inbound call resolution.
• Processed HR-related queries with high efficiency, consistently meeting an average of 10 calls per hour during peak periods.
• Collaborated cross-functionally to resolve customer issues, ensuring compliance and a seamless customer experience. Event Specialist
ON24, Inc., Denver, CO Aug 2021 – May 2023
• Managed and executed over 400 virtual events, supporting diverse audiences ranging from 10 to 2,000+ attendees.
• Achieved a 98% customer satisfaction rate and increased event referrals by 11%.
• Conducted customer training sessions, providing expert guidance on the ON24 platform and ensuring maximum utilization.
Safe Ride Support
HopSkipDrive Inc, Denver, CO Aug 2018 – Oct 2019
• Provided remote support to over 4,500 riders and drivers, maintaining a 95.5% satisfaction rate.
• Conducted virtual audits of driver profiles, achieving a 98% compliance rate and reducing risk exposure by 10%.
• Optimized support processes using Zendesk and Kustomer, improving response times and customer experience.
Manager, Virtual Event Services
West Corporation Unified Communications, Portland, OR Apr 2013
– Apr 2016
• Led a team of 30+ employees, driving a 21% improvement in customer delivery and a 17% boost in operational efficiency.
• Oversaw a successful metro office relocation, ensuring operational continuity.
• Increased customer satisfaction from 96.8% to 99.5% during tenure, delivering exceptional team results.
• Spearheaded training programs that reduced onboarding time by 45% and increased retention by 18%.
Supervisor, Virtual Event Services
West Corporation Unified Communications, Portland, OR Jun 2009
– Apr 2013
• Managed a team of 9 specialists, overseeing daily operations and improving service quality.
• Enhanced internal processes, reducing error rates and increasing productivity.
EDUCATION
Master of Science: Media Forensics
University of Colorado Denver, Denver, CO
Currently attending
Master of Science: Computer Science
University of Denver, Denver, CO
One year of post-graduate work
Bachelor of Science: Bachelor’s in business administration with A Marketing Emphasis
Undergraduate degree: Complete
University of Northern Colorado, Greeley, CO
.
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