Arthur John Email & Phone Number

College Station, Tx, Us

College Station, Tx, Us

St. Louis, Mo, Us

• Manage Client Success Specialists (CSS) & Sr. Enterprise CSS - General & Adv. (Product/Bug Triage)• Support department projects and product process documentation• Coach and mentor CSSs to deliver phenomenal client experiences with the help of tools such as:- Zendesk – managed call response times- Salesforce – captured & reported on customer issues and analysts behavior- Tableau - Diagnose trends- Workforce Management (WFM) – managed resources for call-traffic demands• Measured performance with: - Customer Surveys- Workforce Management System (Work Schedule Adherence)- Productivity (Cases & Calls)

Saint Louis, Mo, Us

• Manage Client Tech Analysts (CTA) & Region Support Specialists – Tier 1, 2, 3• Coach, mentor to phenomenal client experiences with the help of tools such as:- Customer Interaction Management (CIM) – managed response time- Salesforce – captured & reported on customer issues and analysts behavior- Tableau - Diagnose trends- Workforce Management (WFM) – managed resources for call-traffic demands• Measured performance with: - Customer Surveys- WFM Adherence- Productivity (Tickets & Calls)- Quality/ Call Monitoring

Austin, Texas, Us

• Manage up to 20 Client Tech Analysts (CTA)/Technical Support Reps – Level I, II, III, IV o Diagnose & resolve technical support issues for websites & digital products o Provide technical support management for both domestic and international Tech Reps• Manage associate adherence and expectations o Customer Interaction Management (CIM) – managed response time o Salesforce – captured & reported on customer issues o Workforce Management – managed resources for call-traffic demands to meet SLAs o Metrics to coach, mentor and drive expectations  Customer Surveys  CIM Adherence  Productivity  Quality  Call Monitoring o Deliver and manage Personal Improvement Plans (PIP) to help drive expected outcomes• Manage Service Level Agreements (SLAs) o Use Business Intelligence & Salesforce reporting to identify challenges o Manage technical resources to meet challenges & forecast for future requests• Manage customer satisfaction survey responses & direct next steps to resolution• Conduct annual performance reviews for team & determine job performance merit increases• Facilitate career development via career development processes, identify & promote associates• Support technical projects/launches via action-plan meetings, resource allocation & training• Recruit & hire quality candidates to provide both technical & phenomenal customer experiences• Created, implemented, managed, trained and certified 9 Sr. Technical Support associates and Technical Leads on Subject Matter Expert (SME) program – Certified Technical escalation resources• Created and implemented the Partner Program – bringing together like teams, from across the organization and different locales, to share and deliver on same technical business practices

Austin, Texas, Us

• Google Certified Paid Search Professional• Provided automobile website account management via strategies that help drive relevant digital consumer traffic to the dealer's website through:o Paid Search campaign optimization (Google Adwords)o Organic Search consulting (with SEO Certified Specialists)o Monthly digital and website marketing meetings to optimize website promotions

Austin, Texas, Us

• Mentored new and established Technical Support Reps on technical support job functions and processes.• Provided automobile dealer support, both technical and consultative, on company products and services, to help improve the auto consumer experience once they landed on the dealer’s website.

Blue Bell, Pennsylvania, Us

Taught at Montgomery College and North Harris College• Provided computer instruction on numerous software applications and PC Hardware in both college and corporate locations.

Houston, Texas, Us

Supervisor of Computer Operations • Managed computer room and a staff of 10 Computer Operators and Production Control Technicians• Coordinated with different IT groups, ensuring all server systems operated efficiently Printer Administrator/Coordinator • Administered printer functions [TCP/IP address management, network server (Win NT4.0, Win 2000) printer queue setup, published shared printers using Active Directory, printer configurationsSenior Consulting Technical Analyst • Troubleshoot complex technical customer calls, utilizing call-tracking systems, to log, maintain and resolve Tier 3. Communicated with customer via phone and/or one-on-one coaching and instructing.Helpdesk Analyst & Project Manager• Provided Tier 3 call center/helpdesk support for numerous software and PC hardware• Supervised helpdesk and staff and interpreted ACD and other Metric reports for management• Managed system-wide implementation of PC hardware (500+) and software via coordination with IT (Hardware, Training, Network) and Engineering groups and departments