Blake Norman Email & Phone Number

San Francisco, California, Us

New York, New York, Us

New York, New York, Us

Portland, Oregon, Us

◘ Designed and implemented cross-departmental workflows, policy and process to bring the team into 95% SLA compliance. Resulting in a 78% faster resolution rates and a 34-point boost in Net Promoter Score◘ Lead the company wide implementation of Salesforce Service Cloud and Communities to create a Customer facing two-way advocacy platform and online support channel. Seamlessly migrated the team from Microsoft Dynamics.◘ Stood up a full featured enterprise call center with IVR, call routing, real time analytics and executive dashboards◘ Implemented and managed cross departmental escalation channels with SLAs◘ Served as critical escalation point for all customer needs, grievances and complaints◘ Salesforce local admin where I designed and tested workflows for the Client Support Department.

Portland, Oregon, Us

◘ Provided internal and external Tier III technical support, account support, and general coaching on customer software issues and escalated to engineering as necessary◘ Regularly performed QA and UAT testing to source and define defects before Beta and General releases◘ Managed all technical content for the Operations department via Sharepoint and the team Knowledge base; writes 5 knowledge based articles per week and 300+ articles to date◘ Preformed and deployed routine SQL database fixes and queries.◘ Designed and implemented a client technology infrastructure audit to assess software readiness in the pre-sales process

As an independent contractor, I use my interpersonal skills, technical acumen, and business savvy to make individuals and organizations better.

Portland, Oregon, Us

Responsible for the design and delivery of hands-on, theme oriented educational chemistry experiences and oversight of lab safety, budget and operations. As well as teaching summer courses and providing science accreditation to charter and home school programs.

Corvallis, Or, Us

In this role, I managed the IT support and help desk team for the IT engineering students at Oregon State University. Being responsible for end to end design and implementation, I used my technical, people management and client facing skills to produce a best-in-class helpdesk support infrastructure.◘ I managed delivery of IT services for engineering student group on 26,000 campus.◘ As the supervisor, I coached and mentored team of 12 students to provide high quality, client focused IT solutions in dynamic, high-pressure environment. ◘ In my role as manager, I implemented a 360-degree performance assessment process to evaluate customer facing skills, technical proficiency, teamwork, and response times. ◘ To provide quick turn solutions for students who used repeatable processes, I designed and implemented online DIY support forum for engineering students to secure simple service solutions to common known issues.

◘ Through process engineering, I improved operational efficiency by 10% (1,200 pounds) per day through re-designing batch processes to increase yield of polymer production. ◘ I developed and performed qualitative test procedures to evaluate the impact of the post manufacturing process change. ◘ In this role, I leveraged technical and interpersonal skills to work with cross-functional teams in research, production, automation, safety, quality assurance, and procurement.

◘ Played key role in three-person design team to problem solve development of sustainable graffiti remover. ◘ Led research to study and analyze impact of adding commercial pesticides to product. What was the outcome?◘ Designed and performed qualitative testing procedure to determine effects on the product because of manufacturing process change. What was the outcome?