Drew Schafer Email & Phone Number

Dunedin, OTA, NZ

I report to the Global Head of Customer Support with a team of 13 in Support Operations. I am responsible for overseeing the Support Operations team made up of Training, Quality Assurance, Documentation, Analytics/Reporting, Financial planning, Procurement, and Tooling. I am also responsible for our Customer Support Portal which includes AI integrations to.

I reported to the Global Head of Customer Support and worked alongside the Director of Customer Success to build systems and processes to support our growing Enterprise Customer base. I was responsible for a team of 9 dedicated Enterprise Support Agents and Program Managers. Personally led initiatives to provide 24/7 global enterprise support, developed.

I reported to the Global Head of Customer Support as a Regional Technical Support Manager leading a team of 7 Customer and Technical Support Agents. I was responsible for hiring the team and training them to meet the department success metrics. I was also responsible for developing our Customer Support Portal. Working with my team I worked as Product Owner.

Remote

Reporting to the Regional Manager of Customer Support I offered Technical Support to customers. I was a top performer within the Technical Support Team.

Auckland Group Office

I reported to the Group Business Manager and was responsible for developing technical processes and systems for the group. I managed migrations of key business systems to scalable solutions. I worked as a Product Owner for developing a new software for job management and insurance contract integrations.

Auckland, New Zealand

Ensuring customers received the highest level of customer service and the best customer experience possible. Working with a team to provide exceptional support both onsite and remotely as needed. Planning schedules and training with the team and running regular meetings to ensure smooth day to day operations. Providing Tier 2 and 3 support as needed.

Monitoring and supporting end user desktop and server issues. Answering phone calls requesting support and providing the needed support and instruction. Setting up appointments for on-site technicians when on-site support is needed.

Managing accounts, working with customers to provide a quote for Crestron Programming. Managing the team to spread the work load.

Designing Audio/Video & Lighting systems to maximize efficiency and energy savings.

I worked as a technician for the Trade Show department, building and testing Audio, Video, and Lighting controls systems. Problem solving to ensure that the systems were working properly for the next tradeshow.