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.
• 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.

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 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

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.
• 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.

Salt Lake City, Utah, United States

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