Ken Kump Email & Phone Number

Lindon, Utah

Over 16 years of technical account and customer support management driving customer success. Managed a portfolio of strategic Fortune 500 Enterprise Accounts developing trusted relationships. Collaborate cross-functionally to manage critical technical support incidents, driving exceptional service, achieving high customer satisfaction, lowering churn, increasing renewals, and retention. • Building trusted relationships with 5 to 7 strategic Fortune 500 Enterprise Accounts including Intel, The Internal Revenue Service, Kaiser, AbbVie, and Westchester County NY.• Developed an understanding of account operations, complex environment, and business requirements to assist with troubleshooting decreasing churn and increasing renewals.• Schedule and manage 1 to 5 weekly incident reviews providing reports and discussing next steps.• Coordinate escalation efforts on behalf of the customer with a group of 5 to 6 Support, Engineers, Product Managers staff and clients support team resolving issues within SLA’s.• Assist sales with 5 to 7 yearly account renewals providing information and securing licenses. • Perform 4 to 5 health checks yearly, reporting on the products, and system performance.• Reported monthly technical information on known issues, hotfixes, and update that would impact clients.• Provide onboarding presentation of the Technical Account Manager role, SLA’s, discussing business requirements and constraints.

Lindon, Utah

As a Technical Support Engineer I provided a high level of technical support to enterprise customers for Deployment Solutions Suite. I managed caseloads effectively and created additional knowledge-base articles, consistently meeting or exceeding performance requirements.• Consistently closed 50% more tickets than the average Technical Engineer.• Used troubleshooting skills to resolve customer issues with Ghost Imaging, Deployments, and Patch issues closing 10 to 20 tickets daily.• Discuss best practices, upgrade plans, time to resolutions, and escalations with clients to determine the best plan of action to take. • Certified to create, update, and simplify knowledge base articles.• Networking with the escalation team to address critical incidents • Collaborated with the Technical support engineers to research and resolve client issues developing open communication and cross-functional teams.

Salt Lake City

World-Class Customer Service is achieved by an amazing Team, comprised of remarkable people. As a Customer Support Manager with 8 years of supervisory skills, partnered with the team to develop a vision targeted at improving product knowledge and soft skill. Developed and managed a highly motivated and effective team of agents delivering exceptional technical and customer service. The team was consistent, reached goals, and achieved high service levels of 95% customer satisfaction. • Managed a highly motivated and effective support team of 7 to 14 agents.• Implemented 5 key performance indicators measurements with a bonus program, increasing employee retention to all most 100%.• Improved the agent hiring process by adding 2 steps, call handling and team interviews.• Improved agent knowledge, by providing weekly product and soft skills training. • Support agents increased customer satisfaction by 15% achieving 95% customer satisfaction.• Implemented customer surveys to measure customer satisfaction monthly.• Addressed escalations for critical customer incidents, achieving high customer satisfaction, increasing renewals, and increasing customer retention.• Hired staff, provided leadership, coaching, training, and monthly reviews, and feedback.• Actively participated in the Product Designs Teams, as the voice of the customer to improve business process and to help determine best product enhancements.

Salt Lake City, Utah, United States

* Provided Technical Support for MetaStock Technical Analysis platform. * Mentored and trained support team.