Customer Support & CX Operations Leader

Brian Shorts

Price, UT 971-***-**** ******.*****@*****.***

LinkedIn: www.linkedin.com/in/brian-shorts-08916075 CUSTOMER SUPPORT LEADER CUSTOMER EXPERIENCE SUPPORT OPERATIONS

Driving measurable improvements in customer satisfaction, operational performance, and technical support through data-driven leadership.

Professional Summary

Customer Support and Technical Operations leader with 16+ years of experience leading support organizations, improving customer experience, and optimizing service operations in SaaS and enterprise technology environments. Proven success improving CSAT, increasing First Call Resolution (FCR), reducing escalations, and developing high- performing support teams through coaching, analytics, and continuous improvement. Expert in customer support operations, quality assurance, KPI management, Power BI reporting, SaaS support, technical troubleshooting, and cross-functional collaboration. Core Competencies

Customer Support Leadership • Customer Experience • Customer Success • Technical Support • Support Operations • Quality Assurance • KPI Management • CSAT • FCR • Escalation Management • Incident Management • Process Improvement • Continuous Improvement • Team Leadership • Coaching • Performance Management • Vendor Management • Power BI • Salesforce • SaaS • Executive Reporting • Analytics Professional Experience

NAVEX Global

Customer Support Technician 2021–2026

• Delivered SaaS technical support while consistently providing high-quality customer experience.

• Served as Subject Matter Expert for Power BI dashboards, Single Sign-On (SSO), advanced troubleshooting, and customer training.

• Resolved complex technical escalations while improving resolution speed and customer outcomes.

• Led weekly knowledge-sharing sessions to improve technician's capability and consistency.

Hubstaff

Customer Support Technician 2019–2021

• Delivered SaaS technical support while consistently providing high-quality customer experience.

• Resolved technical issues through troubleshooting, documentation, and collaboration with engineering teams.

• Managed and continuously optimized customer knowledge base content, improving self-service adoption, reducing inbound support case volume, and enhancing the overall customer experience.

Emery County School District

Field Technology Specialist 2016–2019

• Support district technology infrastructure, hardware, software, and end-user support.

• Reduced downtime through proactive troubleshooting and preventative maintenance.

• Trained staff on technology adoption and best practices. NETGEAR

Customer Support Manager 2010–2016

• Improved Customer Satisfaction (CSAT) to 88% and increased First Call Resolution

(FCR) to 69% by partnering with leadership to implement data-driven quality improvement strategies.

• Led and coached four outsourced customer support organizations using KPI dashboards and quality metrics.

• Developed coaching and performance improvement plans that increased agent effectiveness.

• Managed vendor performance, contractual compliance, and operational reporting.

• Built a customer-first culture focused on service quality and continuous improvement.

• Designed quality audits that transformed customer feedback into measurable process improvements.

• Developed and maintained executive KPI dashboards by analyzing system and customer survey data, delivering weekly, monthly, quarterly, and annual performance reports that enabled data-driven decision-making and supported continuous operational improvement.

Technical Skills

Power BI • Salesforce • Microsoft Office • SaaS • Technical Troubleshooting • SSO • Incident Management • CRM Systems • Executive Reporting • Analytics

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