Christopher Narowski Email & Phone Number

Colorado Springs, Co, Us

Colorado Springs, Co, Us

As the leader of Technical Account Management (TAM), I led the team’s growth by introducing structured processes, clear metrics, and career progression frameworks, enabling scalability and improved performance. I streamlined workflows to enhance project management efficiency and ensure consistent delivery of high-quality support for enterprise clients. By prioritizing key initiatives and collaborating closely with cross-functional teams, I reduced churn and accelerated resolution of critical issues.I also implemented enablement programs to upskill team members, fostered collaboration between Customer Experience and Engineering, and introduced tools to standardize and improve technical output. These efforts enhanced operational efficiency, elevated customer satisfaction, and drove measurable impact across the organization.

As the West Coast Manager of Technical Support Engineering at Kustomer, I leveraged my technical expertise and leadership experience to drive support operations and team performance. My role involved strategizing efficient problem resolution, ensuring customer satisfaction, and leading a team of Technical Support Engineers. I focused on nurturing technical skills, optimizing support procedures, and fostering continuous learning to consistently deliver high-quality customer support and push innovation in the field.Our dedication and outstanding performance in customer service was recognized with a Bronze Stevie Award in 2024.

Guided a team of Technical Support Engineers, enhancing their skillsets in areas such as DNS, MX record management, Chat SDK development, and RegEx.Championed process enhancements leading to a significant decrease in ticket volume by 25-30%.Pioneered the creation of custom apps for our platform, which resonated with our client base and became the most downloaded offerings.Amplified deflection rate by 44%, accomplished through strategic community forum establishment and a drive for superior external documentation.Streamlined operations to enhance first response time by 33% and reduce average effort by 44%.Sustained an impressive ACSI CSAT rating of 94 to 100 for over a year, highlighting our team's commitment to exemplary customer service.Our dedication and outstanding performance in customer service was recognized with a Bronze Stevie Award in 2022.

Colorado Springs, Colorado, United States

As the Technical Analyst and Integrations Specialist at Bold Group, I work on high-priority integrations, issues, projects, and solution designs that have been escalated for resolution need to be discussed with development or integrated with the company product or customer platform.

As the Technical Support Manager for Bold Perennial. I work to improve the support process, strengthen the team, and help push an important product for alarm and incident monitoring.

Colorado Springs, Colorado Area

As the Lead Support Technician at Bold Technologies, my focus is handling high-priority items from Support and Implementations. I manage escalated issues, technical engineered solutions, and proof of concept implementations regarding Networking, Databases, Telephony and PBX Installations, as well as the core Manitou Products. My goal is to ensure critical computer systems, services, and databases remain active to allow 24/7 efficiency and redundancy.

As an Implementation Specialist, daily tasks included installing and deploying software and hardware infrastructures from Operation Systems and Port Servers to administering server group policies and management plans for customers to manage without additional assistance after being given the finished platform.

Colorado Springs, Colorado Area

As a Customer Care Specialist, my main responsibility was to handle down systems and escalated items from the level 1 support team. Routine tasks were to create and run SQL scripts to manage customer data, perform server health checks, and provide technical assistance for company products.

As a quality assurance technician, my responsibilities included testing new software releases and integrations for bugs and usability issues.

Responsible for providing excellent customer support for troubleshooting software, hardware enhancements, upgrades, and scheduled maintenance while documenting processes and issues accurately.