Manager Of Technical Support, Coding Solutions And Computer-Assisted Coding
Salt Lake City, Ut And San Diego, Ca
Remotely led teams to improve customer satisfaction and maximize customer experiences. Optimized support processes, KPI metrics of quality and performance, dashboards, and reporting tools. Liaised with product management, engineering, operations, and sales to advocate for customers and drive continuous improvement of support processes and product supportability. Recruited, onboarded, and trained new support analysts. Managed escalations to resolve problems, restore customer satisfaction, and protect future retention.• Earned Net Promoter Survey (NPS) scores in the high 70s and low 80s for three consecutive years.• Managed inbound call center staff to attain service levels consistently above 90%.• Closed 82% of cases at first response and 95% within 48 hours; dependably met SLAs and exceeded all KPI targets.• Created process to build daily user tables employed by the support and sales teams, resulting in an 85% decrease in cases of one particular incident type.• Developed high-performance team culture based on dedication to customer satisfaction and excellence through empowerment, staff career development, adoption of best practices, adherence to defined processes, coaching, and empathy.• Developed workflow and reporting tools using Salesforce, Excel, VBA, SQL, and Avaya/CMS.• Administered analysts’ case queues using TechExcel (CustomerWise) CRM system.• Analyzed current phone processes of 15 support teams to identify errors, omissions, and inconsistencies across the Tier 1 support space to streamline best practices.• Reformed and reconstructed tracking and reporting processes for staff attendance and unplanned PTO.
