Connor Welsh Email & Phone Number

Minneapolis, Mn, Us

* Lead and direct day-to-day operations with 6+ Product Support Manager direct reports.* Manage and supervise an analyst team of 15+ individuals, providing support to customers in generating sales leads and achieving business objectives.* Develop comprehensive training content, overseeing trainers and documentation experts, and actively supported the onboarding process of new agents to ensure a smooth transition.* Collaborate with Product, Engineering, and TechOps teams to ensure minimal customer impact during product development, deployment, and updates, and provide valuable customer insights to drive product improvements and contribute to the long-term technical roadmap.* Successfully achieve and maintain core KPIs, including SLAs, Backlogs, and Performance Metrics.* Foster a culture of continuous improvement through targeted strategies to optimize customer satisfaction.* Implement and optimize ticketing systems to effectively track and manage customer inquiries.

Minnetonka, Minnesota, United States

* Led and directed the day-to-day operations of a 120+ member Tier 1 and Tier 2 Technical Support Representatives (TSR) team and supervised 5+ direct reports.* Successfully transitioned the organization from Oracle to Salesforce, collaborating with internal and external teams for cross-departmental alignment.* Facilitated the smooth transition of the TSR team to a fully remote workplace in 2020.* Developed training content, managed trainers and documentation experts, and supported the onboarding of new agents through a 4-week course implementation.* Spearheaded the adoption of automated incident management services, resulting in reduced customer contacts and improved customer satisfaction.* Collaborated with engineers and developers to ensure minimal customer impact during product deployments and provided valuable customer insights.* Assisted the marketing team in creating new materials for channel sales, incorporating customer feedback and testimonials into agent training to enhance empathy and diversity and inclusion initiatives.* Conducted employee interviews, hiring, training, performance appraisals, and addressed complaints and challenges to minimize team impact and enhance productivity.

Minnetonka, Minnesota, United States

* Coached the TSR team to deliver a high level of quality customer experience through call quality analysis scoring, ensuring compliance, and brand representation.* Monitored call trends to identify efficiency improvements for call queue and workload management, maintaining strong customer service levels above 85% SLAs.* Implemented Workforce Management programs across the Transportation division, aligning daily activities with Trimble's business objectives.* Managed vendor and subject matter expert relationships to ensure successful multi-market outcomes.* Collaborated with Sales, Marketing, TSRs, and Management to handle customer escalations.

Minnetonka, Minnesota, United States

* Implemented strategies to monitor agent productivity, ensuring high-quality call queue management and customer service levels.* Identified and resolved Support Team challenges through technology utilization and training resources.* Coached the Technical Support team to promptly identify and escalate customer complaints to appropriate leadership staff.* Collaborated with the Network Operations Center to triage field issues.

Minnetonka, Minnesota, United States

* Conducted technical troubleshooting and assisted customers with product and service inquiries.* Handled inbound and outbound customer queries via phone, email, and chat.* Resolved customer issues related to software, hardware, wireless communications, account management, online orders, and industry events.* Maintained individual and team SLAs and KPIs.* Collaborated on internal documentation and provided training mentorship to new agents.

Coon Rapids, Minnesota, United States

* Advocated for disability services for over 350+ clients, providing key information on human rights and anti-discrimination policies to people with disabilities.* Prepared submissions and lobbied government agencies to promote and protect the rights of people with disabilities.* Managed media relationships to raise awareness about unfair treatment.