Kyle Gordon Email & Phone Number

Remote

• Identify, track, and develop solutions to business obstacles for stakeholders using Microsoft Excel• Define and interpret key performance metrics to deliver monthly team performance assessments to across-functional group of internal stakeholders• Manage a team of direct reports in multiple enterprise systems (Microsoft CRM & Teams, ZenDesk,Cisco Finesse)• Managed and facilitated the 2 highest-ticket closing months in company’s App Support history (4330 and 3857 tickets closed, respectively)• Analyze macro trends in customer service complaints to ensure other departments have the data they need to improve the quality of service for 3 apps and 2 websites

Nashville, Tennessee, United States

• Identify, track, and develop solutions to business obstacles for stakeholders using Microsoft Excel• Define and interpret key performance metrics to deliver monthly team performance assessments to across-functional group of internal stakeholders• Manage a team of direct reports in multiple enterprise systems (Microsoft CRM & Teams, ZenDesk,Cisco Finesse)• Managed and facilitated the 2 highest-ticket closing months in company’s App Support history (4330 and 3857 tickets closed, respectively)• Analyze macro trends in customer service complaints to ensure other departments have the data they need to improve the quality of service for 3 apps and 2 websites

- Learn new websites/technologies as needed to provide assistance to users based in expert-level knowledge - Communicate solutions to known issues with customers- Liaise between technical teams and customers to provide consistent voice in problem-solving- Report issues to the appropriate teams for resolution

• Support the design, implementation, and maintenance of key performance indicator reports for the store by harvesting and combining data from multiple systems, including an SQL database• Turn inventory stock data, technology trends, market intelligence, and customer ordering trend data into insightful inventory purchasing recommendation forecasts and best practices• Build and implement a yearly project roadmap which increased sales by 68% year 1, with 8% growth year-over-year afterwards• Organize PIMS-SQL inventory system reducing reporting time by 75%• Work with manager and director to research and assess reporting needs as well as implement strategies leading to more analytical, accurate, evidence-based management• Provide insight as a strategy analyst to store’s manager and executive leadership with regards to significant organizational changes involving sales and repair processes• Build pivot tables and charts demonstrating product sales distributions by SKU and category to analyze data to inform stocking decisions• Give presentations in line with Tech Connect’s strategic direction to students, faculty, staff and parents to ensure intended positioning of store’s value proposition• Provide technology recommendations for all Tulane departments• Recruit, Hire, Teach, and Manage a staff of up to 12 student employees

Wide array of troubleshooting for PCs as well as Mac computers. Hardware support and software support.

Master Of Business Administration - Mba, Leadership And Corporate Strategy, Entrepreneurship

Bachelor Of Science In Management, Legal Studies In Business

Activities and Societies: Tulane University Undergraduate Student Government Service Organizations Council Chair (Fall 2010-Spring 2011).