Eric Lee Email & Phone Number

Dallas

• As the Service Desk Manager, I manage a team of 10+ on day-to-day Customer Support operations for the AMER region including North, Central, and South America.
• Main focus on the Coaching, Development, and Wellness of team members to drive exceptional Customer Care and Experience; improved nCSAT of team from +10 to +64
• Helped bring to life a 24-hour, follow-the-sun, Support model spanning across 6 different offices
• Developed and implemented an on-call Service Recovery process to ensure continuous Escalation Coverage on weekends
• Assisted leaders in developing and leading several key programs such as; Knowledge Base Creation, Quality Assurance methodology, and Soft Skills training

Dallas, Texas, United States

As the leading cloud platform for hotels, SiteMinder allows hotels to attract, reach and convert guests across the globe. We serve hotels of all sizes with award-winning solutions for independents and groups alike, wherever they are in the world.

Dallas/Fort Worth Area

• As the Supervisor for the Technical Account Management team, I managed a global team who supported over 100 Strategic Accounts, totaling over 12 million in revenue.
• Hired a global team of seven Technical Account Managers with the mission of providing white-glove customer service, valuable industry recommendations, and customized solutions to meet business goals
• Established and monitored key performance indicators, dashboards, and standardizations in SalesForce CRM to analyze and improve team performance
• Operated as the escalation point for Priority 1 and 2 issues and coordinated with Engineering teams through ServiceNow to resolve business-critical issues
• Implemented knowledge-centered support practices throughout the team to further improve customer-facing support portals and increased internal article creation by 20%
• Focused on professional development of team members by establishing a management-by-objectives plan, rewarding growth in advanced technical knowledge

Dallas/Fort Worth Area

• As a Technical Account Manager, I was the technical liaison between ACTIVE Network and our largest Strategic Accounts in the Sports and Endurance market.
• Demonstrated to be a leading product knowledge expert, advising and implementing technical solutions to a book of 15 key accounts, totaling over $7,000,000 in revenue
• Provided business-critical support services by reporting issues in ServiceNow and communicating closely with Development teams through JIRA ticketing system to ensure proper understanding and resolution of issues
• Successfully won several Request for Proposal projects by writing and presenting technical solutions in front of both executives and clients
• Forged close working relationships with Product Managers and Business Analysts to ensure the business requirements of key clients were adequately addressed within the roadmap
• Maintained complex timeframes of AGILE project deliveries through use of JIRA while maintaining excellent communication with key clients such as IRONMAN, The Color Run, USA Hockey, and runDisney

Dallas/Fort Worth Area

• Educated clients and explained features and functionality of software applications to meet business needs
• Delivered creative solutions through self-investigation, case-ownership, and understanding of client business
• Consistently received outstanding customer feedback regarding their service experience
• Proved a strong work-ethic and desire for success by taking additional responsibilities and projects outside of the role

Lubbock, Texas Area

• Supervised a facility of 200+ computers while providing technical solutions to Windows and Mac systems
• Responsible for the on-boarding and continued training of new employees on facility processes, technical systems, and software sales
• Ensured the installation, performance, and physical upkeep of 20 new printing systems across 3 facilities
• Partnered directly with the CIO Office to perform regular technical support on all hardware systems