Technical Support Manager
CurrentLead all aspects of technical customer support services and the Technical Support team for this Emmy award-winning manufacturer of professional camera monitoring systems that are used throughout the entertainment industry.● Saved $86k in the first 3 months, and more than $385k in the past 2.5 years, by redesigningthe product returns process for our largest reseller account. This new SOP is now beinglaunched throughout the three companies within our division.● Grew NPS score from the low 30% to consistently over 71% in the first 12 months. Consistently led the team to maintain a 63% average which is the highest in the division. ● Managed department transition from Zendesk to SalesForce, adding supplemental applications: Screensteps, KCS, and GURU. This resulted in streamlined support processes with access to manageable data that was accessible by all departments and used to guide future releases and generate revenue.● Created partnerships with industry leaders to capture and resolve software bugs that increased network share by being fully compatible with Sony and Canon equipment.