Eddie Lanz Email & Phone Number

• Serve as the top-line escalation point for high-priority support cases including overall triage and management.
• Report metrics and case management updates to executive and account teams.
• Coordinate appropriate resources to achieve issue resolution for our larger accounts.
• Analyze and implement new Support ticketing systems.
• Build processes that scale and meet the needs of the business and our customers.
• Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives.

• Strategic Initiatives & Key Achievements: Due to these achievements, I was selected as a recipient of the PROS President Club 2020 award and the Customer Experience Above & Beyond Award 2021.
• High Potential Entry Level Candidates (HPEL) Program: Successfully led the entire HPEL program for the Global Customer Support teams. As part of the program, I created a hiring agenda, conducted interviews, and hired.
• Knowledge-Based (KB) Articles: Coordinated with the B2B & Travel Support Departments to develop a process where each Customer Support Engineer created a knowledge-based article describing all steps required to achieve.
• Weekly Support Learning Sessions: Identified knowledge gaps in the team operations and product functions and created a curriculum and training modules to support a well-rounded understanding of all application.
• Support Handover Confluence: Established and deployed a Support Handover Confluence page and Support Handover ticket in Jira to enable improved information location, recording, and tracking for all projects. Enhanced.

Houston, Texas Area

• Supported and coached a 12+ team in the delivery of high-quality support to 100+ global client accounts, managing up to eight PPSS (PROS Pricing Solution Suite) software applications and products to resolve 100+.
• Received accolades from clients and senior leadership conveying high levels of satisfaction, including recognition as an essential asset to resolving complex/compound issues and projects that consist of 60+.
• Worked directly with senior leadership and C-suite on critical issues, serving as a customer support liaison, communicating effectively with internal product management and development teams, and driving solutions.
• Achieved >95% issue resolution rate through the development and implementation of improved incident resolution backlog index. Dramatically improved incident resolution SLA and SLO compliance through enhanced tracking.

Houston, Texas Area

• Expertly managed operations for 50+ client accounts while providing technical support as necessary to an additional 125+ financial software accounts.
• Independently resolved >150 complex service tickets per month, including reviewing source codes, running programs remotely, software enhancements and upgrades, and client training.
• Mobilized in-house testing, validation patches, and configuration changes to generate and implement product management, development, and security solutions.
• Leveraged language skills to engage with international clients, expanding sales opportunities and contributing >$500,000 in additional revenue through Spanish presentations and sales support.
• Served as primary point of contact for two major Spanish-speaking client accounts, fostering positive rapport through concise and professional support to retain $80,000 in annual account sales.
• Increased client satisfaction by 90% year over year by providing customer support in Spanish, driving internal productivity and efficiency through clearer understanding of client needs.

Houston, Texas Area

• Established and managed the Latin America business unit and supported the US business units
• Managed ten (10) client relationships and business development opportunities resulting in over $250,000 in revenue
• Coordinated and managed implementation process continually exceeding targeted completion times
• Developed and standardized implementation processes for the Latin America Business unit based off best practices and continuous improvement efforts (examples of work include development of technical training manual and.
• Assisted other teammates as a team lead in resolving systemic problems related to project specifications, system debugging, system upgrades and technical issues

Houston, Texas Area

• Administrated and managed drilling, formation data acquisition, and evaluation for major oil E&P companies’ projects in the Gulf of Mexico, West Africa, Europe, South East Asia, and U.S. On-Shore (clients included.
• Worked with drilling supervisors, engineers, operations, well-site geologists, surface logging field crews, and project consultants, providing optimal data projections in real-time

Houston, Texas

• Managed entire purchasing and sales process from quotation, purchase order creation, sales order creation, logistics and invoices for all customers, including Latin America.
• Identified and assisted with several continuous improvement efforts including standardization of the purchasing and warehousing processes and optimizing the warehouse layout resulting in at least $100,000 in cost savings
• Oversaw the inventory within the warehouse and ensured proper minimum, maximum, and safety stock levels

Houston, Texas Area

• Provided oversight of operational functions during evening hours including admissions, registration, business office, and instructional support functions.
• Responsible for determining the severity of emergency situations and required action including evacuation, closure, or other emergency responses.
• Resolved building, grounds, facility issues, and security needs.

Houston, Texas Area

• Facilitated students with orientation on how to utilize more than 20 language-learning software.
• Assisted students and faculty members to resolve any software-related issues.
• Collaborated in processing lab reservations for faculty members using Microsoft Outlook.

Bachelor Of Science - Bs, Supply Chain And Logistics Technology, 3.50

Houston, TX

Associate Of Arts (A.A.), Business Administration And Management, General, 3.6

Cypress, TX

Oil Field Service Technician Msa Certifiction, Engineering/Industrial Management, 3.5

Cypress, TX

High School, Science

Puerto La Cruz, Venezuela