Alex Doggett Email & Phone Number

Raleigh, Nc, Us

As SME, provide technical support for 900 commercial real estate customers. Make recommendations to improve software and delivery processes. Train new employees on software and escalation processes. Manage long term projects to improve operational procedures with clients.•Manage over 900 customers with ease and confidence, leading to a customer satisfaction rate of 98%•Establish and maintain customer profiles, leveraging customer churn and satisfaction data to inform future customer success strategies

Provided Lead Customer support (CSR) for North America. Created and implemented Quality Assurance training for a team of 16. Diagnosed, reproduced, and resolved customer issues. Created organizational troubleshooting protocols to efficiently resolve customer concerns.•Maintained team’s call quality standards, providing feedback and developing performance development plans•Provided oversight and technical direction for escalation management, and order management•Led launch of new CSR team in Canada

Managed testing and replacements for the RMA (Return Merchandise Authorization) process for Philips’ Hue line of products in North America. Trained agents on technical support for Hue, and provided Tier 2 support for Hue along with other B2B lines of support.•Tested all product received through the RMA process for the US•Tracked all RMA testing done to provide accurate and useful data for developers•Placed orders for all warranty issues in North America•Provided a contact point for continuing issues or in depth troubleshooting for problems outside of an agents’ scope

Raleigh-Durham, North Carolina Area

Provided in depth troubleshooting and general technical assistance for iOS products and mac computers.•Handled inbound calls regarding all Apple devices or services- diagnosing and resolving technical hardware and software issues•Documented issue resolution using ticketing system•Consistent top performer. Known fo building relationships with customers and making every effort available to resolve their issue in the most effective way