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.

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.

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.