Shane Metz Email & Phone Number

Paragould, Arkansas, United States

🔷 Independent SaaS Solutions Provider🔷 HubSpot Solutions Provider & HubSpot Customer🔷 14x HubSpot Certified Professional🔷 Upwork Top Rated Talent🔷 Small book of business to focus on quality excellence🔷 Database Administration and Automation🔷 Reporting and Dashboard ExpertPartnering with small to medium businesses to develop, integrate, and maximize the value of their tech stacks through project based sprints.

🔶 Attained Senior status in 14 months🔶 Collaborated with internal teams to enhance and streamline support tools🔶 Partnered with leadership to establish support best practices to enhance the customer experience 🔶 Partnered with Product Experts to master Jira tool functionality and share support insights🔶 Hosted both scheduled and impromptu office hours to offer assistance to colleagues🔶 Demonstrated consistent internal support across multiple Slack channels🔶 Leveraged 11 separate resources to solve for the customer.🔶 Recognized with multiple bonuses for consistently delivering high-quality Sales Qualified Leads

Cambridge, Massachusetts, United States

🔶 Surpassed ramp-up expectations on all support channels by 2 months🔶 Developed expertise, effectively addressing inquiries across multiple platforms and channels.🔶 Rapidly acquired proficiency in Looker, enhancing KPI awareness for both myself and colleagues🔶 Engaged in numerous panel discussions for new hires🔶 Leveraged 11 separate resources to solve for the customer🔶 Recognized with multiple bonuses for consistently providing high-quality Sales Qualified Leads

Sunnyvale, Ca

🟩 Played a pivotal role in the successful launch of the Premium Services Technician Pilot🟩 Upheld exceptional levels of customer satisfaction with a primary focus on achieving first-call resolution🟩 Received multiple pay-for-performance bonuses in recognition of outstanding contributions🟩 Provided support for both wireless and wired networks and devices, encompassing software and hardware troubleshooting, as well as malware removal and security measures.

Sunnyvale, California, United States

🟩 Demonstrated consistent dedication to achieving metric targets🟩 Maintained a high level of customer satisfaction with a strong emphasis on first-call resolution🟩 Provided support for both wireless and wired networks and devices🟩 Recognized with multiple pay-for-performance bonuses in acknowledgment of exemplary performance

Sunnyvale, California, United States

🟩 Collaborated with leadership to establish and enhance quality assurance best practices and processes🟩 Maintained a track record of consistently meeting KPI goals

Sunnyvale, California, United States

🟩 Led as the primary point of contact for all mentors within the department🟩 Played a key role in developing a comprehensive Mentor Guide for the team🟩 Effectively onboarded up to 6 new hires weekly for large scale six month ramp-up🟩 Demonstrated consistent dedication to achieving metric targets

Sunnyvale, California, United States

🟩 Received numerous gift card and monetary bonuses for surpassing KPI benchmarks🟩 Crafted verbatim statements for our team to ensure adherence to rigorous Quality Audits🟩 Maintained a continuous effort to meet metric targets consistently

Paragould, Arkansas, United States

🟣 Stepped into the position of Knowledge Lead within the team🟣 Crafted Point-of-Sale specific documentation tailored to the department's needs🟣 Created and facilitated training sessions for department members🟣 Implemented internal chat channels to minimize noise levels within the call center🟣 Conducted mystery audits by simulating user interactions🟣 Monitored call and ticket queues to maintain adherence to SLAs

Paragould, Arkansas, United States

🟣 Recognized as the 2007 Standout Performer: the most number of installations in a single year🟣 Developed a comprehensive Best Practices Guide for New Installers🟣 Provided training and shadowing opportunities for newly onboarded installers

Paragould, Arkansas, United States

🟣 Provided prompt responses to incoming calls and welcomed customers🟣 Maintained consistent efforts to meet metric targets🟣 Ensured a high level of customer satisfaction, emphasizing first-call resolution