- Manage a dedicated internal team of employees, providing leadership, direction, and support to achieve departmental objectives.- Track and evaluate the performance of support KPIs, utilizing dashboards and reporting tools to assess performance against targets to meet or exceed performance goals.- Cultivate and nurture strong, long-lasting relationships with customers, serving as a trusted point of contact for inquiries, concerns, and feedback.- Conduct regular performance reviews for team members, providing constructive feedback and setting development goals to enhance productivity and professional growth.

- Manage the End User Tier 1 Technical Support staff of 25+ team members (local and abroad) employed by Blackboard to field calls on our Collaborate product suite. - Oversee the support relationship with the Administrator Tier 1 Technical Support staff of <10 team members employed by Blackboard remotely and internationally.- Directly manage the Tier 1.5 Technical Support staff who work in both an advanced Tier 1 support capacity as well as Tier 2 support.- Govern the relationship between Blackboard Student Services (Contact Center Operations), Blackboard Collaborate (Product Development), and various contract support representatives.- Provide Tier 2 support for technical issues relating to using the Collaborate product suite and provide guidance on difficult issues to internal employees. In addition, managing relationships between Blackboard and customers with special needs.- Assist with our support knowledge base by creating articles and improving existing articles as updates and changes are made to the Collaborate software.- Provide in-person training for all the Collaborate Tier 1 support staff, while also working with the Training Manager to create new training and identify areas for growth and development.- Maintain records of various performance metrics, SLA requirements, and Quality control while providing updates on these to higher levels of management within the organization.- Handle customer escalations above and beyond support cases as they are reported in order to maintain relationships with our renewing customer base.

Blackboard Collaborate Tier 2 Technical Support. I handle any technical support cases that our Tier 1 staff are unable to resolve or handle. Primarily focused on our Web Conferencing software as well as all our other Blackboard Collaborate products.

I reviewed Blackboard Student Services Tier 1 calls and scored them according to our quality guidelines. I also provided Support agent coaching and feedback based on the representatives quality scores. In addition to these responsibilities I trained new Tier 1 employees for their job duties and responsibilities.

I was in charge of a group of 15 to 25 Blackboard Student Services Tier 1 Support Representatives. I managed their day to day activities as well as provided quality coaching and assisted the agents with any work needs they encountered.

Blackboard Student Services Tier 1 phone support.