Kyle Johnson Email & Phone Number

Seattle, Washington, United States

Seattle, Wa

* Responsible for running the day to day operations of Fusion Hosted Customer Support (repair & non-bill affecting account administration)* Manage over a team of 40 agents, supervisors, and leads* Always the customer advocate to ensure the customer's needs and requests are heard on all repair issues, portal enhancements and new products* Report to the senior leadership team on the status of support, successes, road blocks, and action plans to accomplish KPI goals, company initiatives, and strategic imperatives. * Accountable for ensuring new product and process training material is available on time and within budget to release and train out all of the support organizations, partners, and vendors* Responsible for writing software development requests to enhance internal tools* Coordinate user acceptability testing on internal and customer facing software updates* Wear multiple hats to get the job done, whatever it may be. Process analysts, business intelligence, report correlation, employee activities committee, dusting down a dirty desk. Whatever business need is priority.

Seattle, Wa

* Responsible for running the day to day operations of the MegaPath Voice over IP Customer Support Seattle Team* Directly manage a team of 20 inbound call agents* Report up to the VoIP Customer Support Manager on the state of the VoIP call queue, ticket backlog, and agent development KPIs for both Seattle and Herndon support centers* Project and process development* Manage escalated customers that are high touch, high visibility and/or high risk* Ensure all new VoIP support training materials are available on time and schedule training for all VoIP support teams without negatively impacting KPIs* SharePoint site collection administrator for all of Customer Operations* Subject matter expert of Hosted Email, Hosted Web, DNS, Residential VoIP, and underlying broadband connectivity* Member of the Employee Activities Committee

Seattle, Wa

* Provide essential knowledge, services, and notification to all internal departments and customers affected by product or service changes and outages* Responsible for researching, and managing all multiple customer affecting issues, compiling relevant data, open internal and partner master trouble tickets, notify leadership, engineering, agents and customers via email and website status, and escalate with partners and internally when SLAs have been exceeded* Interface with engineering teams for all network and system issues* Process, triage and respond to new internal network and system requests* Answer agent inquiries regarding troubleshooting, system usage, policies, procedures, and best practices via phone, online chat, and walk-ups* Log all inquires in detail to establish an agent's skill level, training opportunities, and knowledge base improvements* Assess agent's overall performance and mentor on quality troubleshooting techniques, efficiencies, and soft skills* Author, deliver and maintain knowledge base articles and provide classroom and one-on-one training of materials as the subject matter expert for connectivity, hosted services, and VoIP product suites* Accountable for documenting and communicating to the entire company on all internal software development changes and enhancements * Senior knowledge base administrator responsible for reviewing agent usage reports, ensuring subject matter experts are adhering to best practices on all submitted articles, and notifying authors of antiquated articles* Explain security issues, policies and resolutions to customers affected by viruses, trojans, or malware* Enforce terms of service on unresolved copyright infringement complaints and compromised customer networks including service interruption and cancellation of affected services * SharePoint site collection administrator for all Customer Operations* Member of the Employee Activities Committee

Seattle, Wa

* Provide industry-leading, world-class customer service to SMB and residential clients* Responsible for ensuring customer issues and inquiries are thoroughly captured and addressed holistically* Escalate issues according to each product's documented SLA guidelines* Meet or beat follow up and communication expectations 100% of the time* Create a new ticket or update an existing ticket with concise documentation detailing all actions taken, configuration or account changes, and test results* Verify resolution with the customer, document confirmation and resolution detail, and properly categorize the resolution during ticket closure to analyze root cause and identify network, system or product issues* Responsible for owning tickets from creation to closure in a non-tiered support model, expediting all unresolved tickets with vendors or internally, and ensuring all owned tickets are managed efficiently and to the client's ultimate satisfaction* Maintain call, ticket, and customer satisfaction above KPI targets

Seattle, Wa

* Responsible for running the day to day operations of Seanet's Customer Support (repair, administrative, and billing)* Directly manage a team of 7 support agents* Onboard new employees, build all required user accounts and permissions, train, mentor and coach the agent to meet Seanet's high expectation of customer service and technical knowledge* Assess agent's overall performance and mentor on quality troubleshooting techniques, efficiencies, and soft skills* Author technical documentation, troubleshooting guides, and process and procedures* Manage escalated customers that are high touch, high visibility and/or high risk* Subject matter expert on all products; broadband internet connectivity, dial-up, e-mail, web hosting, DNS, and shell services* Subject matter expert on all proprietary Seanet systems, network, and processes* Interface with system and network engineering on any unresolved customer issue or multiple customer affecting issues* Explain security issues, policies and resolutions to customers affected by viruses, trojans, or malware* Enforce terms of service on unresolved copyright infringement complaints and compromised customer networks including service interruption and cancellation of affected services * Provide industry-leading, world-class customer service to SMB and residential clients* Responsible for ensuring customer issues and inquiries are thoroughly captured and addressed holistically* Update account notes on every customer interaction with concise documentation detailing all actions taken, configuration or account changes, and test results* Verify resolution with the customer and document confirmation and resolution detail* Responsible for owning issues from first customer contact to issue closure in a non-tiered support model* Ability to be flexible from agent to management responsibilities in a small, 15-20 employee, family owned business

Kirkland, Wa

* Assist players in the Massively Multiplayer Online game ‘The Matrix Online’ through a ticket support system* Responsible for handling technical issues, bug reports, terms of service violations, and feature requests* Create documentation and knowledge base articles to minimize ticket response time and increase productivity* Assist in preparing The Matrix Online’s transfer to Sony Entertainment after the acquisition of the game

Seattle, Wa

* Interface with system and network engineering on any unresolved customer issue or multiple customer affecting issues* Provide industry-leading, world-class customer service to SMB and residential clients* Responsible for ensuring customer issues and inquiries are thoroughly captured and addressed holistically* Update account notes on every customer interaction with concise documentation detailing all actions taken, configuration or account changes, and test results* Verify resolution with the customer and document confirmation and resolution detail* Responsible for owning issues from first customer contact to issue closure in a non-tiered support model

Federal Way, Wa

* Responsible for running day-to-day operations of the front end and sales floor departments* Ensure that customers receive the Toys ‘R’ Us legendary customer service and great toy shopping experience* Manage registers, customer service, key holder and break relief schedules as well as weekly associate shift schedules* Adhere to all applicate city, state and federal laws in scheduling allowances for a small team of minors with strict restrictions* Responsible for daily register audits, cash and check accounting, cash drops and armored car service pickup* Interface with the regional corporate office on new programs and marketing rollouts, corporate wide required training, HR and benefit updates, and loss prevention assertiveness training * Hire, onboard and train new associates on cashiering, customer service desk, processing refunds, corporate product placement best practices, and storeroom process and procedures * Hire over 100 associates with focused expedited training for 3 months of holiday seasonal work