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A seasoned, customer support senior manager with 25 years of experience leading technical teams. I am passionate about developing and implementing efficient business processes, driving ownership and accountability for the customer experience, and doing whatever it takes to get the job done.
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Senior Manager, Product Support At Ultimate Kronos GroupUkg (Ultimate Kronos Group) Jan 2018 - Jul 2024Lowell, Massachusetts, United StatesSenior Manager Product Support • UKG • 2018 to 2024January 2018 to July 2024• Managed a team of 11 senior support representatives advising, troubleshooting and solving issues on the Workforce Dimensions Timekeeping and Ultimate Software platforms.• Maintained strong relationships with 325 mid-market customers using Salesforce for tracking support interactions and Gainsight for building customer success experience.• Developed onboarding training for support representatives.• Leader of 2 managers with a total of 30 tier 1 support representatives. -
Manager Product SupportKronos Incorporated Jan 2001 - Dec 2017Manager Product Support • UKG • 2010 to 2018Workforce Central Technical Triage• Managed a 15 person Tier 1 technical team. Supervised the dynamics of daily operations by adjusting staffing schedules, projects, training to ensure customer support and experience.• Prepared and implemented enhancements within the call center.Manager Product Support • UKG • 2003 to 2010Small Business and Field Partner• Managed a 20 person Tier 2 technical support team charted to provide support services to enterprise level customers, internal and 3rd party partner implementation teams.• Oversee the delivery of root cause analysis to customers from my team through problem replication submitting Jira incidences collaborating with hardware and software engineering. Manager Product Support • UKG • 2001 to 2003Rapid Response Support Services• Managed a 12 person Tier 1 technical support team charted to provide front line support services to customers.• Supervised daily operations and interfaced directly with customers to ensure satisfaction. -
Technical Support Roles, Kronos Support ServicesKronos Incorporated Sep 1996 - Jan 2001Chelmsford, MaTeam lead / Technical Development specialist • UKG • 1999 to 2001• Prepare and schedule in-house product training to ensure product knowledge coverage.• Coordinate and supervise a team of 5 technical advisors and mentors.• Deliver ongoing in-house training to technical support representatives.• Provide management with feedback on support representative’s skills and development needs.Senior Technical Support Representative • UKG • 1998 to 1999• Frontline support for answering calls assisting the enterprise level customers, internal and 3rd party partner implementation teams.• Provide root cause analysis to customers through problem replication submitting Jira incidences collaborating with hardware and software engineering. Technical Support Representative • UKG • 1996 to 1997• Frontline support for answering calls assisting customer with software and hardware issues.
Richard Dumais Skills
Richard Dumais Education Details
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Business Administration And Management, General -
Accounting And Business/Management
Frequently Asked Questions about Richard Dumais
What is Richard Dumais's role at the current company?
Richard Dumais's current role is Manager, Customer SupportPassionate People Leader.
What is Richard Dumais's email address?
Richard Dumais's email address is ri****@****nos.com
What is Richard Dumais's direct phone number?
Richard Dumais's direct phone number is +161975*****
What schools did Richard Dumais attend?
Richard Dumais attended University Of New Hampshire - Whittemore School Of Business And Economics, Bentley College.
What skills is Richard Dumais known for?
Richard Dumais has skills like Saas, Professional Services, Software Implementation, Workforce Management, Cloud Computing, Salesforce.com, Requirements Analysis, Integration, Business Intelligence, Business Analysis, Software Documentation, Sharepoint.
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5brownadvisory.com, brownadvisory.com, brownadvisory.com, yahoo.com, wjacademy.org3 +120245XXXXX
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Richard Dumais
Milton, Ma
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