Craig Eckersley Email & Phone Number

United Kingdom

Liverpool, England, United Kingdom

Liverpool, United Kingdom

Southport, England, United Kingdom

Remote Technical Support and Project Management, formerly based in San Francisco consulting with startups on QA testing with specialty in crowdsourced solutions

New York, New York

Telecommute

• Manage customer QA lifecycle from post-sales through delivery of crowdsourced testing services
• Partner directly with individual contributors and teams up to C-level to gather requirements, execute testing and report on results
• Build and manage global test teams from the uTest crowdtesting community based on customer sourcing requirements
• Provide strategic recommendations, consult on best practices and approaches with a focus on over-delivering on client goals and success criteria
• Testing spanned both Functional and Non-Functional offerings such as localization and usability testing
• Directly manage teams of globally sourced QA engineers and testers

San Mateo

San Francisco Bay Area

• Answered incoming support requests from a global userbase
• Tracked trends across multiple platforms and escalate accordingly
• Worked closely with development teams to identify, triage and fix bugs
• Built, updated and maintained knowledgebase
• Escalated cases to relevant departments for further investigating
• Decreased response times from 4 days to 12 hours on average

South San Francisco

• Responsible for making quick and decisive judgements
• Created and implemented procedures to improve efficiency of department
• Generated weekly and monthly reports for upper management to track department’s performance
• Assisted in creating Instructional Design courses to maximise training impact
• Built proficiency in Adobe Captivate, Camtasia and SCORM-based content development
• Trained client management teams and employees using GoToMeeting and Powerpoint

South San Francisco

• Trained independent contractors in the use of SupportSpace’s software
• Assessed contractors’ ability to provide services to customers during training and ‘passed’ or ‘failed’ based on results
• Displayed clear and concise communication skills
• Suggested and implemented improvements to our processes and training
• Project lead on building new training courses to better teach our contractors, which lead to my promotion to Supervisor

Preston, United Kingdom

• Received calls from customers requesting technical support
• Provided support over the phone and via LogMeIn
• Required strong communication and documentation skills
• Prioritised work flow based on volume of incoming calls
• Maintained high level of customer service at all times
• Required quick analytical thinking to solve complex technical issues