Chad Littin Email & Phone Number

Tampa, Florida, United States

• Provide Tier II advanced technical support including email deliverability, inbox placement, API, and HTML troubleshooting.
• Implement API setup initiatives and increase overall account usage.
• Construct creative workarounds until software bugs are resolved.
• Escalate critical issues, bugs, and feature requests to Engineering team while tracking progress on behalf of internal teams.
• Assist with Engineering team prioritization over cross-product sprints.
• Train Support Tier I team members, Account Managers, Client Success Managers, and other new hires.

Tampa, Florida, United States

• Triage support inquiries and respond to incoming requests from customers, prospects, and internal teams over multiple software products.
• Recommend best practices and provide product knowledge to enterprise level Customer Success and Account Management teams.
• Reproduce customer issues in a development environment to resolve troubleshooting issues.
• Troubleshoot API and educate team members on API using Postman software.
• Consistently maintain excellent customer satisfaction ratings with the highest satisfaction among all team members for 2023.
• Monitor multiple channels for support requests while keeping a 100% SLA on response time.

Odessa, Florida, United States

• Build and establish processes to engage a large book of business, working collaboratively to increase adoption, ensure retention, and improve satisfaction.
• Identify at-risk customer accounts and execute a retention plan involving negotiation, re-onboarding, and cross-team collaboration.
• Communicate major CRM and marketing product updates ensuring clients enact changes based on their needs.
• Analyze and monitor product utilization, alerting clients of any risks and supplying general awareness based on trending metrics.
• Manage complex customer situations within a SaaS environment, leading to a resolution towards mutual success for SMB clients.

Tampa, Florida, United States

• Develop and maintain project plans for the SMB segment of clients to monitor and track progress for external or internal stakeholders.
• Maintain client and project summary brief in order to have a successful hand-off to Client Success team upon completion of key phases of deliverables.
• Manage appropriate expectations for the implementation project and coordinate with internal teams.
• Facilitate cross-department communications while bringing efficiency to the organization.
• Utilize Salesforce and other CRM tools to expand customer satisfaction.
• Track overall project performance, metrics, and post-mortem for future process enhancements.

Tampa/St. Petersburg, Florida Area

• Audit client’s business functionality and advise on best practices.
• Educate clients for system use through platform demonstrations.
• Institute training programs and onboard multi-department new hires.
• Optimize ad hoc reporting and provide feedback on analytical solutions.
• Troubleshoot third-party software, API, and payment processing gateways.
• Provide firsthand feedback and insight on a product redesign to ensure a streamlined end user experience.

Tampa/St. Petersburg, Florida Area

• Manage and train multi-department associates in sales techniques.
• Analyze marketing structure and ensure flexibility of future routing programs.
• Calculate relevant cancellation statistics to augment business market strategy.
• Optimize customer orientation in order to maximize retention by educating correct expectations.
• Inspect the sales process of the organization and generate upsell revenue streams.
• Judge and verify the effectiveness of various sales methods using CRM and billing software.

Tampa/St. Petersburg, Florida Area

• Day-to-day workflow control, analysis, prediction, and training.
• Developed graphical analysis and prediction of high priority escalations with Microsoft Visio.
• Customize multi-department ad hoc reports. Manage company reward program and payroll databases.
• Regulate data integrity and monitor extremely sensitive information.
• Global scheduling and project time management.
• Utilize Microsoft Access to capture longitudinal data regarding success probability.