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● Build product tours to highlight new features/functionalities● On-call 24/7 to provide guidance for support teams and externalusers during system events● Developed and implemented process flows for escalation paths

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 articles Partner with operations teams to resolve system events Communicate system events to key accounts Manage incidents across support queues

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  Authored detailed summaries to Executives and clients regarding escalated cases Generated monthly reports to identify QA and language skill trends for both Pearson and outsourcing partners Lead Client Journey Mapping meetings to troubleshoot points of improvement in external client support experiences Reviewed, wrote, and updated knowledge base articles to provide clarification to 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