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.• Key partner to product management and development teams, collaborating with engineering to resolve core product issues.• Partner with the team to identify, monitor, and report trends.• Build, implement, and improve internal reporting, and other processes to optimize team productivity.• Escalation and Incidents.• Deliver strategic projects on a timely basis.• Operations.

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 Customer Support Engineers. Collaborated in designing a rigorous bootcamp to prepare the new employees for their new roles. • 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 resolution for a specific ticket and product. This helped reduce time for ticket resolution significantly, with an average of 85% per ticket, improved customer satisfaction 95% year over year, and ensured consistent compliance with stringent SLAs. Currently spearheading the roll-out of this process on a company-wide scale, expanding training and product knowledge initiatives to over 20 product specialists throughout the organization. • 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 functions and uses. Interfaced with Development Team Manager to incorporate regular coaching sessions that improved Support Team skillset and ability to provide top-quality support as product experts. • 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 project visibility and task prioritization through clear, concise views of pending tasks and required timelines, resulting in a 90% improvement in on-time completion rates.

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+ tickets weekly. Developed reporting on all steps to provide thorough critical issue resolution while complying with aggressive SLAs in a fast-paced environment. • 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+ high-priority tasks. • 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 through understanding of client needs. • 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 and reporting, resulting in a ~95% resolution rate for critical issues and ~85% for high-priority issues. Championed initiates to improve low customer approval rates including elevated communication, efficiencies, and follow-up consistently to achieve 95%+ client satisfaction.

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.• Interfaced cross-functionally to develop team capabilities, coordinating with internal departments to assist with client presentations and sales support initiatives for Spanish-speaking accounts. •Assisted process and content teams by reviewing and validating websites and applications after they were fully translated into Spanish, editing for conciseness and clarity to support international product expansion.

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 classes). • 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 Shell, Halliburton, and EOG Resources).• 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