Customer Service Technical Support

Kenneth G. Kump - Developing Exceptional Support Teams

*** * **** * **** UT 84057 | Cell : 801-***-**** | *******@*****.***

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A proven business leader with 8 year of experience managing a software support team. Consistently achieved high customer satisfaction rankings decreased product return rates and lowered representative turn over. Improved internal departmental communication and interaction. Created long term customer loyalty adding to the companies over all profits.

Team builder and leader focused on developing a team that delivers exceptional customer service. Experience includes recruiting the right people training support representatives to gain advanced understanding and knowledge of the stock markets. Lead the successfully development of an exceptional support team by improving training developing a bonus program organizing teams and team leads.

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Specific Strengths

* Customer Support Management * Strong analytical skills

* Team Building / Training * Organized Self Starter

* Project Management * Team Player

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Professional Experience

Symantec - Lindon Utah

Technical Support Engineer 4/2009 to present

Provide technical support for Symantec's Enterprise product Deployment Solutions.

Consistently provide exceptional quality support

Create additional knowledge base articles

Provide to feedback and information for trouble shooting software issue

Consistently meeting or exceeding performance requirements

Equis International a ThomsonReuters Company - Salt Lake City UT

Customer Support Manager 3/2001 - 2/2009

Technical Support Representative 12/1991 - 3/2001

Promoted from Technical Support Representative to Customer Support Manager. Directed a team of 14 Technical Support Representative responsible for customer service training custom program development stock symbol data base updates develop customer training and implemented customer satisfaction surveys.

• Consistently achieved a 95% customer satisfaction ranking

• Organized department into two effective task oriented teams that deliver exceptional service

Improved internal departmental relationships and collaboration by resolving internal issue

Increased performance by developing and implemented a monthly bonus program

Motivated upper management to implement a CRM system to track customer s calls

Experience Trouble shooting software and hardware issue via the phone with customers

Robert/ Slade Inc. - Provo UT

Technical Support Representative 1989-1991

Supported and instructed customers on the use of Technical Analysis Software. Maintained office computers. Train new Customer Support Representatives.

Performed beta testing and bug reporting.

Enhanced product by coordinating customer requests and bug reports with programmers

Experience using capture logs and knowledge bases to identify the issue

WICAT - Provo UT

Quality Control Analyst - 1981-1989

Technical Support Representative

Promoted from Technical Support Representative to Quality Control Analyst supervisor over incoming inspections.

Supervised inspectors and organized Incoming Support Department.

Trouble shooting repair and integration of PC computers.

Trained inspectors and wrote new inspection procedures.

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Education

Assoc. (Electronics) - Utah Valley Community College - Provo UT

Other training courses from Fred Pryor

MCSE certification for Windows 2000

Experienced with Microsoft Windows Windows Office products Excel and others

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