Raymond Downen Email & Phone Number

Colorado Springs, Co, Us

Colorado Springs, Colorado, United States

Colorado Springs, Colorado, United States

Colorado Springs, Colorado, United States

As a member of their Customer Service and Support Team I am responsible for: - Proactively troubleshoot and address customer concerns among multiple contact methods - Enter and maintain customer CRM records - Document and escalate advanced customer concerns - Follow-up with customers to ensure quality assurance - Develop and maintain existing customer relationships while maximizing software placement All while working with an amazing team of Executives and Employees determined to provide the best service and quality available.

Orlando, Florida, United States

Roles & Responsibilities:- Provided technical support for products including TravelClick's Central Reservation System, Business Intelligence solutions, and web products, directly to our global hotel customers via email, and phone. - Investigated technical issues and handle cases through resolution - Determine root cause of issues, resolving on the first attempt if possible. - Responsible to accurately documenting case issues in our CRM (Salesforce.com). - Provided efficient and prompt customer follow-up on unresolved issues, coordinate efforts with other support teams when necessary.-Researched existing processes using knowledge base software and available job aids, ensured quality processes and customer satisfaction on all customer interactions.-Expert in educating customers on the TravelClick products and training resources available.-Responsible to identify and communicate critical issues quickly and escalate to appropriate points of contact, kept up to date with frequently changing processes and procedures.

Kissimmee, Fl

Roles and Responsibilities:-Provided on-site and mobile laptop maintenance and repair for a team of 10 nurses, imaged/re-imaged new or corrupt machines (ensuring all needed and required software/settings have been applied)-Repaired, replaced, and updated hardware components on existing physical machines, skillful in quick and courteous service to both internal and external customers. -Responsible for remote access, troubleshooting and repair of computers in an "on-demand" environment.-Performed general help desk tasks and interacting with customers both face-to-face and by phone.

Orlando, Florida Area

Roles & Responsibilities:-Designed and facilitated the implementation and launch of a B2B sales force. -Responsible for hiring and recruiting, creation and design of a new hire on-boarding process. -Constructed and launched a quality assurance program for the entire conferencing division. -Streamlined the workflow and scheduling process, worked with owners to increase profit margins by streamlining of processes.-Trained management staff on effective coaching and employee interactions.-Redesigned existing training for all client facing positions, responsible for equipment sourcing and procurement (tele-conference division) - Software Installation and maintenance of all on-site computers and laptops.-Repaired physical hardware as needed (including laptops, desktops, peripherals, drives, monitors, VoIP phone systems and accessories)

Orlando, Florida Area

- Returned to help establish policies regarding supervising and monitoring inbound and outbound call center staff of 30 employees - Recruiting and Staffing of 30 person special sales team- Planning and managing daily activities of the team - Prepared reports for management on accounts, quality of service and target achievement- Facilitated the training programs for new recruits ­- Maintaining performance evaluation and reviews - Ensuring that all procedures and policies are being followed - Creation of action plans for all employees to help maintain or improve results

Orlando, Fl

Roles & Responsibilities:-Responsible for providing daily motivation to a sales team of over 20 individuals.-Created and interpreted/analyzed reporting on both a team and corporate level.-Responsible for quality assurance monitoring and, providing feedback to all team members. -Facilitated interactions between staff and clients (including team meetings and sales rallies).-Expert in Building and maintaining strong relationship with employees, ensuring a positive and productive working environment Maintaining performance evaluation duties.

Orlando, Florida Area

- Creation and implementation of a facility wide quality assurance monitoring and performance program- Supervising and monitoring inbound and outbound call center staff of 100+ employees- Planning and managing daily team activities - Prepare reports for management on accounts, quality of service and target achievement- Hiring and recruiting - Co-designed training programs for new recruits - Ensuring that all procedures and policies are being followed - Creation of action plans to improve areas of opportunity and further develop skills

Associate Of Science - As, Information Technology

Activities and Societies: National Honor Society, Presidents/Dean's List

Associate Of Arts - Aa, Buisness

Activities and Societies: National Honors Society, Deans List