Calum Mitchell Email & Phone Number

New Orleans, LA, US

New Orleans, Louisiana, United States

New Orleans, Louisiana, United States

• Project Management
• Managed multiple custom solution development projects simultaneously from kick-off to completion. This included defining scope, scheduling project activities, identifying risks, serving as point of contact (internally.
• Wrote client facing statements of work and provided price estimation for each project
• Authored product overview and support documentation for custom built solutionsSprint and Roadmap Planning
• Led sprint planning and review calls to outline weekly tasks/goals within our team Jira board and to evaluate what impediments existed to increase efficiency for future sprints
• Planned team’s product roadmap on a quarterly basis, constantly re-evaluating the team’s product backlog and adjusting roadmap as necessary Team Operations

Phoenix, Arizona, United States

• Customer Support
• Handled to resolution second line support cases regarding platform, telephony, or CRM integration (mainly Salesforce) issues
• Led bi-weekly call with product members to discuss potential product bugs. This included summarization of issue, replication steps, and assessing level of prioritization Escalation Management
• Led weekly internal calls with various teams (success, professional services, sales, product) to discuss North America client escalations and map out immediate next steps
• Handled majority of regional escalations as the only NAM based Tier 2 engineer within the team. This entailed crafting a plan of action to resolution, serving as sole point of contact for clients to maintain (or in.
• Conducted trainings/walkthrough demos of the Contact Center product and various support tools to existing employees in the midst of a product extension merger

Greater Los Angeles Area

• Customer Support and Product Documentation
• Triaged Tier 1 customer support tickets through extensive troubleshooting and deep knowledge of the product, resolving over 70 client-related inquiries per week
• Escalated potential bugs to product team as needed with relevant case details of description, replication, and priority
• Authored best practice articles and help guides regarding the productSupport Account ManagementWas assigned six premier clients, responsibilities included:
• Owning all incoming cases and meeting premier client SLA requirements
• Conducting weekly calls with clients to discuss their open cases and next steps

Washington D.C. Metro Area

Worked with Success Directors and Analysts to provide strategic support for clients and ensure they had optimum platform performance Consulted on client environment configurations to identify inefficiencies and configure dashboards or rules based off specific client needsOffered insights into reporting and listening trends that helped clients excelAssisted.

Diploma, Communication Studies

Activities and Societies: Phi Gamma Delta

Communication Studies