Lance Gorham Email & Phone Number

North Carolina, United States

North Carolina, United States

- Achievement: Developed a ‘premium support’ framework for top-tier clients- Achievement: Spearheaded integration of multiple lines-of-support- Achievement: Established a multichannel quality management program- Achievement: Assisted with deployment of a new ACD solution, with associated training- Ultimate responsibility for customer experience- Directed staffing, hiring, and other personnel decisions- Used objective data to improve workflow and team performance- Developed, revised, and enforced Support SLAs- Worked with Services, Success, and Sales teams to ensure uniform customer experience across all contact surfaces

Raleigh, North Carolina, United States

- Achievement: Increased first-call resolution rate by over 100%- Achievement: Reduced mean time to resolution (MTTR) by two-thirds- Achievement: Increased case-throughput by 5x- Achievement: Deployed new ACD solution, with associated training- Managed customer experience, escalations, queues, and personnel- Responsible for team performance, adherence to procedure- Developed and was responsible for department KPIs- Created enrichment opportunities to assist individual team members with growth and career goals.

Raleigh, North Carolina, United States

- Be a technical resource for the team, assisting with inquiries and joining calls as necessary to resolve customer issues- Act as a first-level escalation point for customer, process, and inter-departmental issues - Provide coaching and feedback to individuals and team, assist in QA activities- Represent team concerns to management, and be responsible for delivering new initiatives, processes, and procedures to the team- Assist with interview, hiring, and performance-improvement activities

Raleigh, North Carolina, United States

- Resolve customer incidents via email, phone- Manage schedule to ensure availability to assist other technicians as necessary- Contribute to internal and external knowledge bases, training material, etc- Other duties as assigned

Nashua, New Hampshire, United States

- Facilitate day-to-day operations at the direction of Management- Assist with or assume control-of escalated issues.- Maintain own queue of higher-priority or ‘sensitive’ issues- Provide coaching and feedback to team- Interface with other departments, ie Sales, Engineering, to improve process- Other duties as assigned

Burlington, Ma

- Maintain the team responsible for high-dollar, highly-visible clients- Improve customer experience and operational efficiency wherever possible- Conduct 1:1 meetings, call and ticket monitoring, and quality assessments with team- Manage the call and ticket queues- Maintain availability for priority and sensitive issues, escalations

Merrimack, Nh