Timothy Madrid Email & Phone Number

San Francisco Bay Area

- Singular employee for the entire management of customer support for consumer applications at Dolby including: Dolby Access app - Dolby Atmos personalization - Dolby.com general support - Internal general Ecosystem support - Everything else not covered by other teams- Built out entire consumer apps support model in Salesforce and on Dolby.com- Designed and built from scratch the Dolby Access Knowledge base in Salesforce and online contact forms- Create and maintain all KB articles for Dolby Access and associated technologies (Atmos, Vision, Voice) and several other specialty SKUs- Lead support manager for Dolby Personalization app on IOS and Android mobile devices plust associated features on Mac and PC - Management, training, mentoring of team of geographically dispersed third-party tier 1contractors- Negotiate and manage contracts for third-party tier 1 support agents

San Francisco Bay Area

- Tier 2 technical support escalations for Dolby Atmos, Audio, Vision, and Voice on PC and Xbox consoles, including QA testing, interoperability testing, app log analysis, Home Theater ecosystem troubleshooting- Bug testing, tracking and reporting (Jira, Confluence)- Member Microsoft ecosystem health team - bug scrubs, scrum meeting, platform (PC, Console) strategy

Petaluma, Ca

I led a large team of customer support professionals supporting all of Core Brands cutting edge products including Elan, Niles, Speakercraft, Gefen, Furman, Panamax and Sunfire.Everyday I was immersed in NetSuite case management, customer support analytics, team management, inventory control and product returns processingMy specialties are designing case management systems, forms, and workflows in high profile CRM systems like NetSuite, SalesForce and many other platforms.I also am a seasoned technical writer with hundreds of published knowledge base articles, FAQs, and quick-start guides.I am a hands-on manager who loves working with people and building outstanding teamsI also spent over 8 years as a senior technical service representative directly supporting customers so I know what real customer service is.

ContractorMember of Kaiser Digital Services Group for Customer Support Operations. -Streamlining business processes and website deliverables for kp.org. -Training support teams on new features.

Emeryville

-Overall strategic leadership and direction for customer support.-Managed all facets of customer retention.-Analyzed operational processes.-Developed customer service department procedures and practices.-Coordination between customers and other departments such as marketing, production, community, social media, video, order processing, and external partners to resolve customer queries.-Hiring, scaling up, development and evaluation of personnel.-Owner of CRM ticketing system and all associated report queries and metrics.-Cultivated a vibrant and professional work environment that adhered to the office culture and optimized productivity.

San Francisco

Strategic head of customer service and technical support call center.• Lead on Netsuite to Salesforce CRM migration. Personally built and administered the system.• Built team out from small 3 person outfit to over 10 trained professionals providing customer service and technical support via tickets, phone, and chat.• Created and owned escalation process to R&D, QA, product, IT, web engineering, finance and sales resulting in increased awareness of customer concerns to development and “closed loop” case process.• Developed premium subscription support service adding 10% profit onto each sale.• Administrator and advocate for all company user forums.• Developed and wrote countless customer facing knowledge base articles.

San Francisco Bay Area

Managed daily operations of high-volume support center.•Acted as last tier escalation point for difficult cases. “Turn-around” specialist capable of converting upset customers back to fans.•Stakeholder and administrator for Netsuite CRM system.•Conducted usability training, customer demos and technical sales engineering.

San Francisco Bay Area

Highest tier technical support engineer.•Experienced providing live technical support on Windows, Mac and mobile platforms.•Exceptional tech support: troubleshooting, escalation, retention, and problem resolution. •Extensive experience in eCommerce, SaaS, DRM, online accounts, firewall and proxy.

Berkeley, Ca

Worked with top acquisitions editors to produce cutting edge programming and web development technical books. - Lead project manager responsible for hitting all chapter submission deadlines.- Successfully shipped over 50 titles.- Edited raw chapters in pre-production state- Had great working relationships with well known authors such as Herb Schildt and John Smiley.

San Francisco

Video game reviewer and website producer. Known as the "Cheat Monkey."

Journalism

Extra coursework taken in the school of journalism. Classes taken on newspaper and magazine production and writing, reporting, and online.

Bachelor Of Arts (B.A.), English