Chad Huffman Email & Phone Number

• Knowledge Management
• Built knowledge bases from the ground up, resulting in increasedself-service and a decrease in contacts to technical support
• Create/Manage knowledge articles for internal and external users
• Build/Maintain support bots to automate support routing andpromote user self-service
• Data analysis to determine gaps in knowledgeCommunications
• Manage communications to internal teams and external users

Indianapolis, Indiana

 Resolve escalations from sales representatives and Executives across all platforms Serve as a single point-of-contact for “White Glove” schools Provide detailed descriptions for cases that require engineering support Recover “at risk” clients with direct communication and tailored problem resolution  Write and update policies and knowledge base.

Indianapolis, Indiana Area

 Aided in the creation and publication of the current QA Policy and Procedures for Pearson Education Hosted weekly conference calls with outsourcing partners to ensure proper QA implementation  Researched and resolved escalated incidents that required management involvement  Performed quality check and provided necessary coaching to over 200 agents .

Indianapolis, Indiana Area

 Assisted in management of Pearson agents and outsourced agents  Coached client issue resolution and communication with agents Worked with other departments to resolve sensitive support cases Managed and resolved support case queues

Phoenix, Arizona Area

 Provided support for Logitech streaming media products Trained and coached agents on digital streaming media solutions

Education record

Computer Systems Networking And Telecommunications