Skyler Hall Email & Phone Number

Philadelphia, Pennsylvania, United States

United States

I manage a group of larger LiveRamp client accounts as the technical point of contact for scoping new workflows, troubleshooting/optimizing existing workflows, and communicating major updates and/or system changes to my clients.

Philadelphia, Pennsylvania, United States

I manage a team of 8-10 Technical Support Engineers who are responsible to troubleshooting all client requests across LiveRamp's entire customer base. Job duties include: Managing TSE queues and SLA performance, hiring of new TSEs, optimizing internal procedures, updating internal KB documentation, owning customer escalations, joining client calls, client account management, building/generating departmental performance reporting, and cross-department collaboration with other teams including Engineering, Product and/or Commercial.I maintained consistently high SLA metrics for my team including First Response Times (>98% within SLA), Total Turnaround Times, and CSAT scores of 4.75/5 or greater.

Philadelphia

Actioned/Resolved client support tickets for ~600 LiveRamp clients and troubleshot reported issues/tasks surrounding LivRamp’s core products. Responsible for meeting published SLAs and training newer TSE members on product functionality and client communication tactics.Maintained an average 4.9 CSAT rating from LiveRamp customer feedback surveys.Closed over 4800 client cases during my time as TSE.Volunteered to provide dedicated support during this timeframe for clients including Macy’s, Omnicom (Annalect), Greyhound, US Bank, Citi and Sephora.

Greater Philadelphia Area

Coordinated all IT projects and provide end user consultation and software support to over 1200 employees across 23 automotive dealerships in the Greater Philadelphia and Delaware region

Greater Philadelphia Area

System Utilization, software training, report programming, troubleshooting, installing, and strategic consulting. Help managers of automotive dealerships streamline their business practices and increase gross profit through software enhancements and procedures.

Market Research and Strategic Consulting, including product sales development and feedback survey analysis. Assisted with all tasks such as making phone calls for surveys (B2B and residential), answering phones, proofreading, editing, handling mailings and e-blasts, coordination and booking of focus groups, report preparation, periodic office administration, data entry, data / statistical analysis, periodic participation in client meetings, updating company marketing materials (website, newsletters, C-note$, etc.), web research and working on new publications.