Cliff Biram Iii Email & Phone Number

Cary, North Carolina, United States

Provide operational support for Mediant Communications Inc.

Derry, New Hampshire, United States

I was promoted to this leadership role to lead secure, remote operations of end-user helpdesk for 40+ corporate/university/non-profit/for-profit Learning Management Systems clients to help boost student retention and learner satisfaction. I developed and implemented scalable protocols and procedures for a team of 7 agents to provide authentic customer service while balancing ticket deflection with end-user preferences and needs. I ensured a smooth contract renewal process and reported directly… Show more I was promoted to this leadership role to lead secure, remote operations of end-user helpdesk for 40+ corporate/university/non-profit/for-profit Learning Management Systems clients to help boost student retention and learner satisfaction. I developed and implemented scalable protocols and procedures for a team of 7 agents to provide authentic customer service while balancing ticket deflection with end-user preferences and needs. I ensured a smooth contract renewal process and reported directly to the CEO while making strategic decisions.**Selected Achievements**✓ Encouraged client retention by providing personalized service and optimizing company resources. Minimized quality-of-service complaints to ensure client contract renewals. ✓ Onboarded 20+ new clients while directing team of 10 to maximize core strengths while maintaining revenue goals.✓ Implemented scalable QA process to sample agent interactions, improve service, and avoid internal conflict. ✓ Facilitated tool migration by identifying features and customization options to replace proprietary ticketing system with off-the-shelf Zendesk product to support atypical helpdesk structure. ✓ Promoted client contract sustainability by analyzing cost-revenue imbalances, aligning services with expenses, and re-negotiating based on findings. Made strategic improvement recommendations.✓ Ensured client privacy in remote environment by advocating for, identifying, and installing new security system.✓ Created custom reports with Zendesk and presented Excel data in spreadsheets, pivot tables, and graphs. Show less

Derry, New Hampshire, United States

I was recruited to review agent interactions (email/chat/phone) and provide feedback and training to 7 agents supporting client learning management tools. I worked to optimize client service by offering various support channels and developing rubrics to streamline agent expectations, requirements, and measurements. **Selected Achievements**✓ Maintained 95%+ end-user satisfaction: Identified service weaknesses by reviewing end-user satisfaction surveys, implementing training… Show more I was recruited to review agent interactions (email/chat/phone) and provide feedback and training to 7 agents supporting client learning management tools. I worked to optimize client service by offering various support channels and developing rubrics to streamline agent expectations, requirements, and measurements. **Selected Achievements**✓ Maintained 95%+ end-user satisfaction: Identified service weaknesses by reviewing end-user satisfaction surveys, implementing training programs, and encouraging optimal performance.✓ Built new client help portals: Addressed all client needs by conducting detailed surveys and participating in prospect and client meetings as part of onboarding process.✓ Acted as point of contact: Prioritized client concerns and gathered feedback regarding agent interactions, protocols, procedures, and technical documentation. ✓ Managed knowledge base: Built and maintained internal and external article database. Used HTML and technical writing skills to build articles and protocols to address common end-user and agent issues. Show less

Tampa/St. Petersburg, Florida Area

Offered video production, editing, and sound recording services to variety of clients, including legal settings. Worked with technical equipment and IT solutions to deliver dynamic products according to client specifications. ✓ Technology: Adobe Photoshop/Premiere Pro/Soundbooth / Apple Final Cut Pro / Audio Sound Boards / Avid Express / SLR and DSLR Still Cameras / SD and HD Video Cameras

Tampa/St. Petersburg, Florida Area

Provided videography service to clients including billing, customer support, and data entry. Maintained professionalism while expertly navigating contentious environments and performing in high-pressure situations.

Tampa/St. Petersburg, Florida Area

IT Contractor for the Suncoast district for USPS. Installed and supported computer and communications equipment in offices throughout the Suncoast district.