Sam Olson Email & Phone Number

Lincoln, Ne, Us

Lincoln, Nebraska, United States

Lincoln, Nebraska, United States

Lincoln, Nebraska, United States

• Manage, drive performance, and help push professional development for a team of 10-12 Support Specialists at any given time.• Perform quality reviews for my team to ensure email and phone standards are being upheld.• Assist with scheduling needs, ensuring we have proper coverage for inbound support requests.• Serve as the Support Scrum Master, where I facilitate meetings, help the development team and stakeholders understand and enact Scrum, and drive process improvement.• Assist in application review and conduct interviews for prospective members of Support.• Create and maintain Salesforce reports that track product and team member metrics.• Participate in business unit monthly market updates.

Lincoln, Nebraska, United States

• Compiled and analyzed support interactions and bubbled up important information to the product team.• Assisted our support team with escalated technical questions and issues.• Triaged defect tickets and escalated to our product team as needed.• Measured and monitored user and employee sentiment towards our product.• Led various technically-based training sessions for the department.• Met regularly with product team leaders to ensure we were pushing upward feedback from Support.

Lincoln, Nebraska, United States

• Provided support for coaches and athletes through phone calls, emails, chats, remote sessions, and social media.• Completed the master level in the department’s product knowledge program and began proctoring demos for those still in the program.

Lincoln, Nebraska, United States

• Developed and executed promotional schedules and marketing initiatives for Nebraska Wrestling and Swim & Dive.• Served as an In-Game Producer for wrestling meets, which consisted of coordinating HuskerVision video board elements, the PA announcer, and canned music.