Chris Toler Email & Phone Number

Sandy, Or, Us

Portland, Oregon, United States

We recently reinvented the "support' aspect of our company and how we engage with clients as projects turn over. As part of this transition, I was nominated to take over the new department to help ensure its success and growth.Accomplishments & Responsibilities:-Grew the department by 200% in its first year-Established SLA to differentiate tiers of support service-Implemented metrics for response and closure rates which led to immediate improvement of client outcomes-Do whatever it takes to achieve client happiness and satisfaction-Primary point of contact for support clients-Defining and triaging monthly priorities with client and product owner / stakeholders-Assisting customers in real-time using a combination of Freshdesk and Slack-Work with developers to resolve platform and technical issues-Regular releases and updates every 1-2 weeks-End-of-month check-ins with clients to showcase our progress and the value they're getting from the service

Portland, Oregon Area

I was familiar with so many aspects of the company and day-to-day process that I jumped at the chance to take on the Director of Operations role. This let me really dig my teeth into the company and help shape it into something more efficient and healthy.Accomplishments & Responsibilities:-Improved operational process substantially, which led to better team-wide adoption of collaborative efforts-Improved project/team working process and created a track record of completing projects within a 5% margin of error (budget and schedule) -Increased overall client satisfaction by 85% according to feedback and surveys-Invited to participate in local EO forum for Executive team members for 3 years-Refreshed stale document and deck formats into something new and exciting for clients-Managed day-to-day operations and project financials (tracking hours, invoices, etc) including invoice accuracy and delivery to clients-Created and maintained internal project KPIs / OKRs to drive company growth-Created roadmaps, managed budgets, schedules, and deliveries — ensured on-time successful delivery to clients

Portland, Oregon Area

Prior to taking on this role, I worked with external designers regularly in order to complete our client engagements. Over time I realized I already possessed many of the skills necessary to excel as a Product Designer, so I transitioned to the role of Director of Product Design. I continued many of my prior project manager responsibilities throughout my tenure as the Director.Accomplishments & Responsibilities:-Created an internal design system from scratch for wireframing and stylized assets that could be reused from project to project-Nominated @ Awwwards-Created an early prototype of a revision tracking system for designers which was compatible with Sketch. Worked similarly to Abstract.-Led a team of 3 designers across several projects-Continued to act as a Project Manager for our designers and developers-Worked primarily in Sketch and Figma, occasionally in Photoshop-Led and participated in client discovery workshops-Used data-driven insights to inform iterative feedback to UX cycle

Portland, Oregon Area

Accomplishments & Responsibilities:-Nurtured client relationships which resulted in an increase in client retention and repeat business-Participated in the creation of KPIs / OKRs to drive company growth-Created automation rules in Jira to drive collaborative workflow and consistency-Created and improved processes related to end-of-sprint deliverables and customer and client happiness-Roadmap definition and iteration, budget and schedule planning, and client escalation-Identified technical requirements, wrote stories and created backlog-Worked with collaborative teams to scope/size project requests, achieve milestones and goals

Portland, Oregon Area

Accomplishments & Responsibilities:-Worked on recognizable brands such as Pike Place Market, The City of Portland, Barstool Sports, and Intel-Created and maintained systems standards and procedures-Coded primarily in PHP and CSS using Content Management Systems such as Wordpress, Drupal, Magento, Shopify, etc.-Installed and maintained assets in a mixed physical and virtual environment (data center and cloud), including SAN storage, various network equipment, and backup systems-Performed system monitoring and resolved hardware and software issues

I worked closely with multiple development and support teams, as well as other on and off-shore development and QA teams to coordinate on discovery and resolution of bugs and other systemic issues with several online learning platforms which support hundreds of thousands of users on a daily basis.Responsibilities included:-Developed, executed and evaluated software test plans.-Reviewed and analyzed technical requirements-Gained a thorough understanding of project scope and created test plans that were aligned with project parameters and goals-Developed and maintained test plans using approved software methodology guidance-Executed test plans using various testing methods, levels and objectives-Documented test plan results and report testing activity-Assisted with creating documentation such as test management plans, use case, and test scenario templates-Evaluated, troubleshot and tested the software repeatedly in order to detect all errors and bugs and recommend bug fixes-Performed smoke and sanity testing against environments throughout a production deployment cycle, both before and after production update.-Performed debugging to identify cause of bugs, coordinated with development and user support teams-Led meetings with on and off-shore development and quality assurance teams, and coordinated to ensure we meet the requirements for stable release plan.