Keith Sargent Email & Phone Number

Richardson, Texas, United States

-Facilitated Customer Success through relationship management, building rapport, change management, escalation management, and general cross functional teamwork (~$1.2 Million ARR, Total) -Researched client accounts for recurring or major errors, and advised them of existing solutions -Worked with DevOps to devise Custom Development Solutions for unique client needs -Hosted QBRs for accounts in my book of business -Worked with Finance on client renewals, and billing research -Facilitated Customer Success through relationship management, building report -Informed clients of unused or underutilized software features in the name of increasing efficiency, or improving business flows -Project Management

Richardson, Texas

-Analyzed, prioritized and processed Production Issues (bugs) and feature requests -Using SQL and MS Exel, worked with the Finance Team to extract, interpret, and convey raw data from various databases to end users -Worked with the Product Team to define new features for reports, or products -Evaluated and tested unreleased websites or products -Managed select high priority accounts -Evaluated the validity of accounting transactions -Worked with the Support Team on resolving data issues

Richardson, Texas

-Managed head count for the Tech Support Team (8 reps) -Coached and evaluated team members, including performance reviews and training facilitation -Worked with CEO to create departmental goals and KPIs -Served as the general escalation point for all products -Created internal troubleshooting documentation -Created processes for handling requests that weren't 1 call resolutions -Resolved specific client-facing issues by writing and executing SQL scripts -Created custom reports (using SQL) for both internal and external requesters -UAT on software releases -Served as the voice of the client in various cross functional teams

-Provided phone support for our clients-Answered inbound emails-Tested unreleased software for production issues

-Analyze EDI 834 Transactions to aide in locating discrepancies or updated information -Process Health Care plan changes, or initial enrollment by working with various excel files-Participated in closing of aged cases to clean up a back log of subscriber cases-Researched and corrected subscriber enrollments through the use of proprietary systems for Kaiser Permanente -Modified subscriber and dependent Health Plan information through the use of IPLs-In Microsoft Excel, used vlookups to aide in comparing various arrays, and combined vlookups with pivot tables to aide in prioritizing different sets of cases

Addison, Texas

-Tested TechStorm's Android Application for quality, defects, and functionality on both live and beta servers -Using Microsoft Word, created and maintained end-user documentation, as well as internal documentation -Worked with the development team to understand and accommodate client requests, resolve software issues and handle product enhancement requests -Installed TechStorm's Point of Sale solution at merchant locations in the Addison, Texas area -Assisted the Onboarding Department in setting up customer accounts, as needed -Provided Software and Hardware training to co-workers, as needed -Generated daily client processing reports, client inactivity reports, and Client Support phone queue supports for the Co-Founder of TechStorm LLC -Provided phone and email support for business owners who used TechStorm's Point of Sales Solution -Aided the Co-Founder of TechStorm in creating and implementing Client Support processes, procedures and policies -Assisted the Deployment and Installation Department as needed -Worked with the Co-Founder of TechStorm to continuously improve the TechStorm Point of Sales solution, and the Client Support Department as a whole -Trained members of both the Client Support and On Boarding Departments so that they were properly equipped to interact with customers

Dallas, Tx

•Assisted both large and small sites (schools) in deploying, maintaining and troubleshooting Texas Instruments Software•Gave presentations at Texas Instruments’ International Conference•Worked closely with Product Development and Software Quality departments in verifying issues with products (production products or unreleased products), and logging new issues•Handled escalations from Level II Supervisors, Level I supervisors, as well as other personnel in Texas Instruments•Generated reports on customer interactions, and analyzed the accuracy of the data that agents logged per interaction•Created, edited and updated training documentation | delivered training to co-workers, superiors and new hires as needed•Created, edited and updated Knowledge Base Cases (internally and externally visible cases)•Tested new products for quality•Aided in planning various meetings and trainings•Provided off site and on site conference support

Dallas, Tx

•Handled escalations from Level I supervisors and other Call Center Personnel•Created, edited and updated training documentation | delivered training to co-workers, superiors and new hires as needed•Created, edited and updated Knowledge Base Cases (internally and externally visible cases)•Tested new products for quality•Aided in planning various meetings and trainings•Provided off site and on site conference support•Reviewed and processed customer feedback centering around Texas Instruments’ most important product•Provided technical support via email and phone•Evaluated, scored and delivered the phone calls, emails and Knowledge Base cases of co-workers•Mentored/Coached Team Members on improving customer interactions•Ensured that phone, email and chat volumes were under control by either stepping in as needed, or re-assigning Team Members to queues of concern

Dallas, Tx

•As the primary trainer, trained and managed new hires•Created, edited and updated training documentation | delivered training to co-workers, superiors and new hires as needed•Created, edited and updated Knowledge Base Articles (internally and externally visible cases)•Tested new products for quality•Aided in planning various meetings and trainings•Evaluated, scored and delivered the phone calls, emails and Knowledge Base cases of co-workers•Provided off site and on site conference support•Provided technical support via email and phone•Reviewed automatic email responses for accuracy•Reviewed and processed customer feedback centering around Texas Instruments’ most important product

Dallas, Tx

•Provided Technical Support for customers calling in to or emailing the call center•Provided off site and on site conference support•Helped customers download, install, use and troubleshoot various software•Helped customers troubleshoot calculator issues

Dallas, Tx

Provided toll free phone support for external customers.

Bachelor'S Degree, Music Production, 3.18 Gpa

Studied advanced music theory, music copyright, music publishing, licensing, digital audio theory, mixing, mastering, composition.

Abstract Mathematics

High School, Business, Management, Marketing, And Related Support Services, 3.0 Gpa

Graduated in the top 10% of my class