Nick Burroughs Email & Phone Number

Columbia, South Carolina, United States

Responsibilities:- Worked with 5-15 IT professionals each day to troubleshoot and optimize their IT environment for success.- Trained customers in product function, consulted them on best practices and strategies- Troubleshooting and advised on complex SaaS suites of 1-10 products- Repaired broken APIs and services required to integrate multiple platformsHighlights:- Top 10% of team in Customer Experience & Satisfaction scores- Trained multiple new team members on product & processIndustry: Cybersecurity & IT - B2B SaaSClientele: EnterpriseTools: Zendesk, Salesforce, Jira, Microsoft Office

South Carolina, United States

Responsibilities:- Assessed networks and IT infrastructure to help clients understand strengths and weaknesses of their environment. Helped them troubleshoot their main IT challenges.- Consulted with clients on successful management of compliance, licensing, computer hardware and data and general IT efficiency.- Upsell, cross-sell and generate new revenue opportunity for the sales team.- Increase customer adoption and renewal by focusing on equipment & peripheral sales.- Researched hardware and software solutions for new clients to maximize operational efficiency. - Migrated and managed the internal CRM involved in business operations.- Collaborated with project teams to deliver well documented criteria for onboarding and installation.- Coordinated with the help desk team to create tickets based on client needs and upcoming initiatives.Achievements:- Brought in $150k / yr of equipment opportunities, increased MRR by $25k and built the sales playbook the company scale past $1M ARR- Built the KPIs for the sales & customer success teams- Increased the LTV of customers by 5% by implementing a customer success program to upsell new product- Reduced CAC significantly by building a CRM and follow-up system for all warm prospectsProjects:- Implemented agile / scrum mechanics in the team to improve speed of delivery of projects and initiatives.- Designed and deployed technical presentations for clients to help them understand IT operational efficiency.- Built the workflows and documentation for new team members to use to succeed in the role.Industry: Technology / ITClientele: Small to Mid-SizeTools: Google Workspace, various CRMs

Apopka, Florida, United States

Highlights:- Managed the entire technology stack for a 20 person call center. Setup and maintained a cloud dialer, CRM, eCommerce platform and all associated applications.- Frontline support for all incoming support tickets, maintained 99% uptime of call center operations- Increased outbound call center volume by 20% by implementing updated technology and streamlining data entry. Responsibilities:- Managed all technical aspects of a call center, including a CRM, dialer, multiple databases and website.- Handled incoming support requests including hardware, software, automation and integration issues.- Coordinated with multiple engineers in building, testing and deploying automations and integrations from CRM / database. - Monthly reviews of process and implementing continuous improvement to current architecture.- Managed all data in a data center and built protocols for data entry and management of multiple datasets.Projects:- Migrated all data to a new CRM and dialer.- Developed an in-house portal for all tickets to be processed through.- Built an intranet for reps to find all product knowledge and protocols.Tech stack used:Hubspot, ActiveCampaign, AirTable, Stacker, Kixie, WordPress, Notion

Florence, South Carolina, United States

Helped mid to large sized nonprofits launch new CRMs from scratch, migrate data from older platforms and trained them on new platforms.

Highlights:- Provided tier 3 support for all incoming calls and served as the subject matter expert for over 40+ reps on the floor. - Reduced the escalated ticket processing time by 30% by reprioritizing how tickets were processed.Responsibilities:- Fielded escalated level 2 & 3 tickets, provided on-call backup to support staff needing assistance- Tested and documented issues in JIRA for software developers. Coordinated with them to deploy fixes.- Tested software releases for quality assurance before they went into production.Projects:- Co-launched an eLearning platform to help clients better understand the software & hardware we provided

Highlights:- Handled over 10,000 tickets with a 4.9 / 5 satisfaction score. Responsibilities:- Served as help desk technician for enterprise clients with software and hardware tickets. - Frontline support for multiple products including four different database software suites, two Android / iOS apps, mobile devices such as tablets and other hardware components like printers.- Supported integrations into Microsoft products, ActiveCampaign and other providers.Projects:- Successfully completed multiple outbound customer service campaigns to re-engage clients that hadn't logged into the software recently