Shane White

Shane White Email and Phone Number

Customer Support Leader | SaaS & Technical Operations Specialist | Team Leadership & Process Improvement @ Bullhorn
boston, massachusetts, united states
Shane White's Location
Greater Boston, United States
Shane White's Contact Details
About Shane White

Experienced support team leader with over a decade of expertise in team building, customer service management, and incident response. Led global team of technical operations engineers to deliver exceptional service 24/7/365 for 10,000+ customers and business partners by identifying the root cause of complex software issues and collaborating with other engineering and development teams to deliver appropriate and timely resolutions. Proven track record in establishing and managing team performance goals, handling escalations efficiently, and successfully expanding global support teams.

Shane White's Current Company Details
Bullhorn

Bullhorn

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Customer Support Leader | SaaS & Technical Operations Specialist | Team Leadership & Process Improvement
boston, massachusetts, united states
Website:
bullhorn.com
Employees:
979
Shane White Work Experience Details
  • Bullhorn
    Technical Operations Manager
    Bullhorn Jan 2020 - Present
    Boston, Massachusetts
    • Managed a global team of Tier 3 Support engineers to deliver exceptional 24/7/365 support for 7 SaaS applications, ensuring reliable service to 10,000+ customers and business partners.• Set, tracked, and reported on a comprehensive range of KPIs, including response times, resolution rates, and utilization. Consistently used data-driven insights to optimize team performance, improve service levels, and enhance the overall customer experience.• Scaled team from 8 to more than 20 engineers, enhancing overall team efficiency and performance metrics.• Acted as cross-functional team leader between Support, Development, Services, and Sales for all urgent and critical technical issues.• Acted as incident manager responsible for reporting and root cause analysis of outages and criticalapplication issues. Wrote external incident reports directly for Bullhorn’s President and CTO.• Developed career pathways for support engineers into Research and Development teams.
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  • Cogito Corp
    Customer Support Manager
    Cogito Corp Jul 2017 - Jan 2020
    Boston, Massachusetts
    • Managed a team of customer support professionals to consistently achieve high customer satisfaction (95%) by implementing clear KPIs and SLAs, and collaborating with support engineering to enhance response strategies and resolution times.• Streamlined customer support and internal support workflows by implementing Zendesk and integrating with Jira Project Management and Salesforce CRM.• Led incident management and communications, delivering timely Root Cause Analysis and Incident Reports.
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  • Yudu Media
    Technical Support Manager
    Yudu Media Jul 2013 - Jun 2017
    Cambridge, Ma
    • Managed customer support, training, and production for North America-based clients, achieving a 99% customer satisfaction rate.• Assisted with business development and account management for key US clients, providing demonstrations, technology overview, and UAT to new customers.
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  • Proctorcam, Inc
    Proctor Manager
    Proctorcam, Inc Feb 2013 - Jun 2015
    Boston, Ma
    • Trained and mentored proctors to handle technical troubleshooting and resolve live technical issues for clients, ensuring seamless service during high-stakes exams.• Led customer support and proctoring team in a high-pressure environment, maintaining a 95% customer satisfaction rate.• Acted as primary escalation contact, effectively managing escalations and reducing issue resolution time.
  • Fire Engine Red
    Client Care Specialist
    Fire Engine Red Jan 2011 - Feb 2013
    Boston, Ma
    Provided timely telephone and email support for software end-users, as well as technical support for internal colleagues. Provided implementation of, and training in, seven communications and form submission software products. Identified bugs and needed improvements in software modules and evaluated possible resolution strategies or ways to enhance products.
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  • Dartmouth College
    Help Desk Specialist
    Dartmouth College May 2005 - Jan 2011
    Hanover, Nh
    Primary tier one support contact for division’s entire 200+ employee user base, providing training, troubleshooting, and task documentation for all installed applications. Provided equipment setup, software installation, application training and support, and system upgrades for all users. Responsible for project assignment, coordination and management of Support Services employees, and tracking of weekly metrics for all support services.
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  • National Field Representatives
    Technical Support Specialist
    National Field Representatives Jun 2002 - Jan 2005
    Claremont, Nh
    Managed digital image database and company email systems by receiving, storing, and triaging data from employees and contractors across the country. Assisted Information Technology Services department in software deployment and troubleshooting, data backups, and systems upgrades.

Shane White Skills

Technical Support Troubleshooting Customer Satisfaction Management Customer Service Support Management Technical Training Project Management Databases Teamwork Communicative Skills Leadership Crm Higher Education Social Media Team Building Process Improvement Digital Media Marketing Marketing Strategy Itil Customer Relationship Management Training Facilitation Customer Service Management Incident Management Public Relations Technical Writing Quality Assurance Service Desk Account Management Service Level Agreements Business To Business Documentation Saas Interpersonal Skill Training Delivery Problem Solving Zendesk Publishing Technology Application Support Knowledge Base Product Support B2c Supervisory Skills Web Applications Start Ups Communication Help Desk Support Software Deployment User Documentation Os X Windows 7 Client Oriented Google Docs Managing Database Learning Quickly Editing Data Backup Solutions Email Marketing Software Wordpress Quality Control

Shane White Education Details

Frequently Asked Questions about Shane White

What company does Shane White work for?

Shane White works for Bullhorn

What is Shane White's role at the current company?

Shane White's current role is Customer Support Leader | SaaS & Technical Operations Specialist | Team Leadership & Process Improvement.

What is Shane White's email address?

Shane White's email address is sh****@****udu.com

What is Shane White's direct phone number?

Shane White's direct phone number is +161758*****

What schools did Shane White attend?

Shane White attended River Valley Community College.

What are some of Shane White's interests?

Shane White has interest in Word And Puzzle Games, Writing, Classic Literature, Civil Rights And Social Action, Education, New Technologies, Science And Technology, Running, Human Rights, Travel.

What skills is Shane White known for?

Shane White has skills like Technical Support, Troubleshooting, Customer Satisfaction, Management, Customer Service, Support Management, Technical Training, Project Management, Databases, Teamwork, Communicative Skills, Leadership.

Who are Shane White's colleagues?

Shane White's colleagues are Brit Siler-Weiss, Bullhorn Testaccount, Lauren Harries, Alan Saunders, Kayla Clayton, David A . Keyworth, Josie Pennock.

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