Dan Barr Email & Phone Number

Cheshire

Managing a team of Technical Support Engineers supporting a wide range of products in different languages and reporting to the EMEA Director of Technical Support, duties include: - Interviewing, hiring and on-boarding new team members as the team grows.- Building strong relationships with the team via individual weekly one-on-ones (O3's) and team meetings.- Providing coaching and direction to team members on daily tasks and priorities.- Manage incoming volume and ensuring SLA's and customer commitments are met.- Setting clear high-quality performance goals based on business outcomes.- Completing performance reviews every 6 months for each team member and handle personnel issue's & complaints.- Planning and delivering strategic projects to decrease time to resolution and significantly increase the Net Promoter Score (NPS).- Reviewing and implementing Action Plans based employee survey feedback.- Maintaining appropriate support coverage during business hours, and when required, being the only on-duty manager of up to 20 team members.- Handling internal and external customer escalations and work with the appropriate departments to resolve issues and outline expectations.- Liaising daily with Worldwide Support Management and other departments to provide a unified, world class customer experience.- Conducting weekly case reviews to identify potential improvement areas.

Key Achievements:-Focus on specific accounts to help customer success and present additional services, this involved regular status calls reviewing open cases.-Effectively handling a variable incoming case volume while prioritising critical cases.-Meeting outlined SLA's depending on contractual agreements.-Effective handling of key account escalations with management visibility. -Meet and exceed business goals including the creation of shared knowledge resources and customer satisfaction.-Product/process training for new hires.

Cheshire, Uk

• Issue replication and working within SLAs based on customer tier and case severity.• Respond to incoming phone calls and emails.• Log customer requests into the CRM system, replicate and troubleshoot issues.• Create knowledge base articles.• Escalate cases to senior staff members for review.

Peterborough, On, Canada.

-Providing first tier technical phone support to Apple computer customers including troubleshooting and how to instruction along with maintain high customer satisfaction. -Began training to become a certificated trainer including passing an Apple training course and delivering classes on various content both technical and operations.

Cheshire, Uk

Providing activation support for InstallShield users along with technical assistance. Exposure to phone and email support along with meeting outline SLA's.

Kelowna, Bc, Canada

Gap year after university where I worked and learnt to snowboard. The role included ensuring guests had everything they needed during their stay and preparing condos for new arrivals.