Tim Faherty Email & Phone Number

Wallingford, Ct, Us

United States

Lead high-impact onboarding sessions and product training to ensure a seamless transition, achieving rapid client time-to-value.Develop and execute tailored success plans to increase client retention, reduce churn, and maximize renewals.Leverage Helpscout to analyze customer behavior and engagement trends, generating actionable insights that enhance user experience and drive meaningful outcomes.Proactively monitor customer health scores and reach out to clients with solutions and resources that enhance satisfaction and loyalty.Collaborate cross-functionally with Sales, Marketing, and Product teams to deliver customer insights, guide product enhancements, and identify upsell/cross-sell opportunities, resulting in increased product utilization.Automate customer support metrics and performance reports, reducing manual workload and improving data visibility, leading to significant efficiency gains.Empower clients with step-by-step guidance and best practices, driving increased feature adoption and maximizing platform success.

Connecticut, United States

HB Communications, Inc (HB, A Diversified Company) was acquired by Diversified in August 2021. Served as the primary point of contact for assigned clients, managing all customer service interactions and maintaining the overall business relationship.Acted as a trusted advisor to help clients realize value from their partnership, ensuring a positive relationship experience.Provided empirical measurement for contractual compliance and demonstrated the value of services delivered.Developed and maintained an evolving account plan to track progress, highlight elements of success, and identify opportunities for new technology implementations.Advocated for clients internally, offering guidance and support to operational teams while closely monitoring processes and managing escalations.Fostered strong business partnerships by providing project oversight, proactive service, implementation of new products and services, consultative support, and comprehensive problem resolution across the program.

North Haven, Connecticut

Oversaw the Audio-Visual Customer Service Help Desk, which serviced and supported a global client base. The Network Operation Center (NOC) exceled in providing a white glove customer service experience while delivering timely and innovative solutions to all communication technology issues. Lead the new hire onboarding and training process, which allowed continual refinement of department processes and procedures. Mentored each employee during one-on-one coaching sessions to refine their existing skill set and focus on any areas of professional and personal growth. Key point of contact for client related issues and concerns, maintained work orders and requests to ensure the scope of work is met. Partnered with all teams throughout the business including Sales, Operations, Accounting, and Purchasing, which consistently provided our clients with fast solutions. Created and maintained a culture that promoted an uplifting work environment that encouraged team collaboration and an open platform to deliver our clients the best results.

North Haven, Connecticut

Handled inbound requests from Fortune 500 clients nationwide and abroad regarding issues with integrated technology. Used Salesforce ticketing system to track open service requests, repair logs, and technical resolutions. Coordinated available dates/times with clients, HB technicians or various sub-contracted technical resources to satisfy both service and preventative maintenance requirements.Completed remote troubleshooting steps in order to potentially resolve issues prior to scheduling a local technician.Worked with manufacturers to facilitate repair of equipment.Quoted clients on new and necessary equipment and labor so that any outstanding or new issue is addressed and resolved within a 72-hour period.Delegated tasks and client requests to the appropriate teams in order to address equipment issues, account information, or new installation requests.

Wallingford, Connecticut

Handed high-risk accounts including state, government, and high-profile national corporate accounts.Received inbound customer call-in requests and maintained 35-50 accounts per day.Provided information on specific products and services to customers.Followed-up with customers to asses account for opportunities to generate company revenue, build rapport, and increase company loyalty. Received and processed orders and resolved a variety of customer questions and concerns.Kept records of customer interactions and transactions, by logging detailed inquiries, complaints, or comments, as well as actions taken. Checked to ensure that corrective actions were taken with clients to ensure customer satisfaction.Corresponded with a wide-scale of customers via e-mail and completed troubleshooting, account review/maintenance, processed bulk orders for equipment/accessories, and established new corporate accounts and contracts.Achieved aggressive quarterly sales targets which consist of contract renewals, strategic upgrades, accessory generated revenue, and reducing three day repeat call in rate.

Wallingford, Connecticut

Performed a full range of customer service functions, including, handling inbound and outbound calls, analyzing, researching and resolving billing, service and equipment inquiries, claims and adjustments for both verbal and written customer equipment problems.Utilized advanced troubleshooting skills which resolved technical issues specific to provisioning, network connectivity and/or device related issues. Escalated appropriate functional partners needed through resolutionEducated each customer on the benefits and pricing of recommended products and servicesProvided peer to peer coaching and feedback to other customer service representatives to enhance their verbal and written customer communication, conversation structure and flow and ability to recognize customer issues and buzz words, and respond to any issue/need the customer may have in order to successfully resolve the issue at handAssisted Leadership team with customer escalations and special projects, which included resolving high priority issues/needs, customer retention, and continued loyalty.

Wallingford, Connecticut

Used expert negotiation and problem solving skills in order to resolve complex and non-routine customer concerns while making executive decisions in order to fulfill customer request(s) and expectations.Assisted customers with troubleshooting when faced device issue or malfunction.Trained company new hires by leading training classes that outlined company policies, procedures, call handling, and customer rapport building. Also assisted new hires by listening to customer interactions and discussing company best practices in order to enhance call quality and overall performanceEffectively communicated steps, procedures, and processes clearly and concisely to suit the customer and their needs when handling complicated requests.