Scott Kroll Email & Phone Number

Portland, Or, Us

Portland, Oregon, United States

Supervised the two top performing teams for Government Signature support under the Service Cloud umbrella, the highest offering for support reserved for the top clients generating the most revenue. Engaged as the primary contact for support when we encountered critical severity issues, gathering the right resources to address the challenges quickly all while maintaining a client first approach to all interactions resulting in overwhelmingly positive client satisfaction feedback. In addition to handling daily escalations, upheld a focus on high productivity and monitored key performance indicators resulting in exceeding set support targets on a consistent basis.Key Duties:• Handled customer management escalations in a timely manor with a focus on delivering a positive client experience in addition to coaching individual engineers to continually provide world class support.• Responsible for ensuring all engineers met or exceeded support target metrics in regards to case closure productivity, customer satisfaction results, and time to resolve.• Served as project team member on several strategic driven initiatives in the roll out of the new org CS as well as the transition to the Salesforce cloud model.• Was accepted and graduated from the Salesforce Accelerate Leadership journey with top marks while reinforcing valuable management skillsets that concentrate on both ensuring team alignment alongside the coaching of direct reports. Making sure engineers had the tools and training to overcome any obstacle in the way of providing top tier support in addition to achieving their personal career goals.• Consulted closely on a daily basis with top management, Customer Centric Engineering, and R&D on our client’s highest priorities to find solutions and implement the software products essential to their critical business operations.

Portland, Oregon, United States

Responsible for a team of 1st and 2nd level support consultants for a multitude of CDK PC software solutions across a large number of dealerships within the US and Canada. In a short time, has proven to be an indispensable asset to the team, resolving challenging issues while maintaining a client first approach, consistently shown in strong client relationships and direct feedback.Key Duties:• Promoted to a Analyst 2 position after only a year working with the PC team in a virtual office environment.• Served as team lead and coordinator responsible for monitoring call volume, tracking cases, working with on-site technicians, and auditing team calls across a group of 10 support analysts. • Collaborated closely with other tier 2 and tier 3 teams to resolve difficult technical issues in business critical situations allowing dealerships to return to normal functionality with minimal downtime. • Brought to bear solid technical understanding to give clients a quick resolution to a variety of technical challenges. Used knowledge of UNIX, Windows OS (XP, Vista, 7, 8, 10), JAVA, and Microsoft .net to meet and exceed client expectations.• Was trained in a variety of departments such as systems, PC, and Websense support providing CDK clients with a one stop solutions while maintaining a world class customer service experience.• Served as one of four Websense PC support members to pilot a newly acquired software support model. • Pooled resources with outside vendors to improve response times and re-define service windows.