• Enhanced customer experience by monitoring quality, managing escalations, and improving overall customer support processes.• Communicated with upper management about problems and issues, analytics, performance, and support solutions.• Resolved technical and customer support issues, ensuring communication was professional, accurate, and timely.• Utilized support applications for problem recording and tracking; conducted training sessions for client installs.• Managed team of… Show more • Enhanced customer experience by monitoring quality, managing escalations, and improving overall customer support processes.• Communicated with upper management about problems and issues, analytics, performance, and support solutions.• Resolved technical and customer support issues, ensuring communication was professional, accurate, and timely.• Utilized support applications for problem recording and tracking; conducted training sessions for client installs.• Managed team of associates with responsibilities that included communicating changes, clarifying goals, sharing best practices, preparing schedules, and monitoring attendance/punctuality/PTO.• Monitored team’s quality and performance while driving a positive, professional culture to meet departmental goals and motivate associates.• Evaluated tech support associates’ calls and abandonment rates, assessed performance, and provided feedback and coaching sessions to improve efficiency and customer support quality.• Analyzed and monitored key support metrics/KPIs and data reports to drive improvements and identify performance issues.• Led and participated in other projects to improve and scale services over time. Show less

• Assisted users with email encryption for desktops.• Supported web portal issues and smart phone issues for users.

• Assisted users with email encryption.• Supported clients using Linux servers, SMTP, DNS, and email archiving.

• Handled technical issues and complex escalations from first-line support.• Promoted organization’s products and services.• Researched and resolved complaints to ensure customer retention and satisfaction.• Updated configuration servers and made real-time changes on aggregate routers.