Max Hamer Email & Phone Number

Create support content for both Consumer and Commercial audiences. Create both internal and external content. Review and suggest improvements for existing content as measured by customer satisfaction rating. Highlight: Highest impact to content customer satisfaction was an improved rating by 40%. Interview Subject Matter Experts to verify details and.

Create support content for Commercial/Enterprise audiences. Create both internal and external content. Review and suggest improvements for existing content as measured by customer satisfaction rating. Highlight: Highest impact to content customer satisfaction was an improved rating by 40%. Interview Subject Matter Experts to verify details and technical.

This was essentially the same as my previous position with Prithvi Catalytic, and my current one with Motiv.* Lead Triage meetings to evaluate incoming support content requests* Author, edit, and publish support content* Provide reporting for support content

This was essentially the same as my later position with Collabera, and my current one with Motiv.* Lead Triage meetings to evaluate incoming support content requests* Author, edit, and publish support content* Provide reporting for support content

• Duties included:
• Authored and maintained internal content for Customer Service & Support agents
• Worked with Readiness Program Managers and other management to ensure proper documentation of new products, projects, and processesSome projects and accomplishments:
• Created a Style Guide for Customer Service & Support content authors
• Improved rate of meeting Service Level Agreement deadlines by 15%

• Duties included:
• Wrote responses to Requests for Proposal (RFP) with details on testing methods, personnel, bids, and other relevant information
• Edited technical reports from analysts, website content, and biographies for analysts
• Created boilerplate re-useable text for all content

• Duties included:
• Researched and responded to inbound customer support requests escalated by outsourced vendor agents
• Defined and drove initiatives to improve processes in customer serviceSome projects and accomplishments:
• Authored process documentation for customer service agents
• Trained, monitored, and evaluated customer service agents both in the U.S. and India