Nir Malchy Email & Phone Number

Venice, California, Us

I built and documented the complete framework of Support operations for Flourish Software:This includes the mission statement, SLAs, agent job description, expectations documents, Agent handbook, onboarding guide, handoff guides, and every department SOP.I used the Jira Service desk to design and build the Support queues, workflows, portal settings, request types, notifications scheme, reports, and more. This design proved itself by making the transition to the SOC2 certificate easy.Built Automations for smooth client and internal notifications based on the progress of development tasks linked to support issues and streamlined communications regarding the progress of tasks. I used AIO (Bob Swift) to build reports, generating significant analysis that drove support, implementation, success, and product departments to action.We maintain exceptional SLA and client satisfaction ratings: - 5:00 minutes first response time and 5 Stars Average Client Satisfaction score.I am Hiring, training, reviewing, nurturing, and mentoring the support team members.We are constantly adopting new tools for the empowerment of the support team and comprehensive self-help center:Tooltip Alerts, FullStory, Postman, grafana, Loom, MightyCall, Help Docs, Chargebee, and more.I created a foundation of inter-department collaboration and work processes that empower the company. The Support team helps the product, success, and development teams to accelerate growth and client retention.I am the Technical Writer for Flourish Software.

Venice, California, Us

I was hired to be the west Coast support manager.Immediately took over all the clients and later named the Client Support Manager.

Los Angeles, California, Us

- Analyzing, optimizing, and scaling technical support teams.- Creating Client-Onboarding and Client-Success departments and process.- Designing a client live webinar program.- Building a new smart customer self-service experience.- Constructing a new internal knowledge base.

Minneapolis, Minnesota, Us

Core Achievements:● Improved support team training by developing and maintaining training guidelines, materials, and schedules leading to more consistent and positive results for the customer.● Enhanced support performance by developing and implementing work procedures and monitoring tools for the support team.● Created and managed an annual live webinar program for delivery to our customers and trained all of our support agents to deliver this training to leverage our value add and customer retention.● Created and delivered unique custom webinars and presentations for our premier clients.● Improved customer satisfaction and reduced resolution time by developing and implementing a video-based support strategy utilizing Video & Image Sharing Platform.● Increased fast response rate at an A+ (within an hour) from 45% to 55%. Improved our average grade to A (96.3) as measured by UserVoice.● Demonstrated improved ratings with an increase of 20% in ticket load with the same (and sometimes less) number of agents. Core Duties and Responsibilities:● Manage a team of six agents, supporting over 40,000 site administrators and more than a million end users seven days a week.● In charge of daily operations of the team while also serving as Top Tier and Crisis Manager for support tasks.● Maintained consistent collaboration with our technical writers on FAQ articles and videos in order to enhance the development of all our customer training and education initiatives.● Responsible for bug tracking and management and serve as the conduit between end users and software development teams utilizing User Voice, Atlassian-JIRA, and Cloud App. This includes reporting and replicating, workarounds, resolution, verification, and follow-up with clients.● Assisting the sales and deployment teams with closing and deploying customers.● Software: Salesforce, JIRA, UserVoice, Citrix, ZenDesk, join.me, Mail Gun, Reflector, Slack, Trello

Minneapolis, Minnesota, Us

• Mentored and trained support personnel.• Wrote Support protocols and guides.

הרצליה, Il

SEA-Gal is the largest professional sailing academy and private yacht club in Israel. I served as the Lead trainer and operational officer for the academy.• Supervised in excess of twenty instructors in all aspects of the academy’s policies, procedures and academic standards.• Taught all aspects of practical and theoretical components of sailing.• Provided training, coaching and teaching to less experienced instructors.• Responsible for the maintenance of sailing routes, sailing vessels, guest services and nautical duties.• Leader of all cross Mediterranean and coastal sailing charters.• Developed and designed all courses, training material and teaching manuals for the academy.• Acted as the chief administrative officer for national standardized captain certification process. • Promoted and developed the academy’s quality control board. The board’s responsibility is to ensure the academy’s practices, procedures and quality where compliant with the highest standards.

Extreme Information Systems is an Israel IT start up company which outsources training and information technology functions to the largest financial service companies in Israel. • Designed, coded and debugging applications in various software languages (HTML, VB, VBA,C++ and SQL)• Software testing and quality assurance.

Lieutenant Commander - Captain And Commanding Officer

Bachelor'S Degree, Computer Science