Tyler Hidrogo Email & Phone Number

Mesa, Az, Us

Pleasanton, California, Us

- Provided global leadership and structure to advanced engineering support teams.- Created dashboards for data-driven decisions and proactive trend monitoring to meet SLAs.- Drove adoption of KCS/Knowledge Management, enhancing self-service and prompt issue resolution.- Coached and mentored teams, established proper escalation paths, and documented best practices.- Partnered with engineering to improve escalation processes, enhancing accountability and turnaround times.- Enhanced FEDRAMP processes, revamped roles/descriptions, and implemented the SWARM support method globally.- Actively participated in Incident Response Team (IRT) coverage, facilitating global incident resolution.- Serve as a Designated Support Advisor for the three largest clients, ensuring their specific needs and concerns are addressed.- Conduct RCA/Postmortems after incidents to identify root causes and develop strategies to prevent future occurrences.

- Serve as project manager for all site builds, transitions, and re-designs on multiple platforms.- Work with SEO partner to build out sites for web optimization including high converting Facebook/Google Adword campaigns, UI/UX, and lead generation.- Specialize in Bootstrap responsive design for sites to be viewed on desktop, tablet, or mobile.- Over 100+ sites built on several platforms such as WordPress, SquareSpace, and Shopify.- Turn business and user requirements into customer-focused functional design.- Create various design assets including brochures, logos, and business cards.- Consult with product owners to maximize the responsive design efforts with the appropriate display of existing products and features.- Created wireframes, branding concepts, and color mockups for websites using Adobe Photoshop.- Customized several sites from scratch, which includes WordPress customization’s using CSS, JS, and PHP.

Chandler, Arizona, Us

- Managing and exceeding Support KPIs and metrics that include CSAT, # of Resolves, reducing backlogs, increasing efficiency, and upholding change management.- Manage three teams: tier 2 advanced technical support (Omni-channel; phone, chat, email, and social media), data import team, and migration team.- Partner with leadership/multiple departments to improve customer experience and grow/develop teams.- Own and bring to conclusion high impact customer escalations by working with cross-teams.- Manage major priority issue outages and communication to customers.- Evaluate current processes, technology and organizational skills to drive improvements enhancing customer and employee experience.- Manage to the company’s and department’s vision, goals, mission, and values.

Arlington, Virginia, Us

- Experience scaling diverse teams on multiple platforms with more than 1400+ clients.- Work closely with product to understand new enhancements/features while managing several projects to ensure deliverability. - Perform weekly audits on different cases to ensure quality establishing trends and forecasting.- Expertise in customer engagement with a proven record of developing customer facing strategies to drive customer satisfaction, retention, and growth.- Developed metrics relevant to measure the performance of our success teams including: CSAT, NPS, and other supporting KPIs.- Coach, develop, mentor, and inspire a team of managers and advocates to deliver a world-class customer experience.- Provide consistent updates to support site and continuously develop help documentation for clients to reference specific resources.

Mesa, Arizona, Us

- Manage team of client managers (high touch) focused on retention and growth.- Created proactive outreach campaign gathering data to understand customer health.- Established SLA’s after combining all acquired companies processes and procedures. - Rebranded support site with helpful tips & tricks blog, help documentation, training videos, and webinars to improve customer engagement. - Identified and created KPI measurements to monitor performance of each rep increasing customer satisfaction and reducing churn.- Drive cross-functional calibration with support functions and teams.- Evaluate and manage employee performance to establish employee training/development plans that align with organization development philosophy.

Mesa, Arizona, Us

Client Support:- Support clients with the setup and functionality of Socious Software.- Manage 150+ clients daily assisting with the features of the software and how to use both efficiently and effectively. - Training new and old customers on features of the system as well as how to maintain their site. - Use various skill sets to communicate confidently and professionally with customers of all levels.- Project Manage small and large migrations from old system to Socious. - Submit tickets to Redmine/JIRA/TFS for bugs, enhancements, and quick fixes.Web Development:- Use PSD mockups and turn them into live pages within the Socious platform.- Customize widgets and search features using TWIG and PHP in Eclipse/PHPStorm.- Test and confirm bugs in the system and determine best case solutions for appropriate outcome. Project Management:- Use Photoshop/Illustrator to design banners, headers, icons, and graphics for customer websites.- Served as product manager for the enhanced version of the software called Member Cloud. - Speak at company events educating our users on Bootstrap responsive design and how to utilize within the software.

Phoenix, Az, Us

- Supervised, trained, and mentored new employees with on-boarding process, which met all first-year goals for enrollments per advisor. - Liaison of various departments; relied on for relaying processes, translating business requirements by department, and serving as ambassador for all success advisors. - Conducted effective team huddles communicating vital information and feedback to and from all levels of management. - Collaborated with multiple department levels to deliver informative presentations on best practice for on-boarding and retention. - Tested new processes and adjusted for best approach designed for implementing new prep courses resulting in two additional students per month. - Was proactive by managing database, updating records via company CRM, while maintaining concise documentation.- Led several projects providing best method for advisors to meet business goals thus, increasing the quality of client, referrals, and NPS Score. - Established and sustained strong customer relationships increasing retention by 30%. - Developed the strategy to roll out for a new on-boarding process which improved the quality of students enrolled and increased retention.

- Demonstrated hands-on technical skill and working knowledge of all components within each Sun and Dell servers.- Proficiently collaborated with colleagues documenting work-flow procedures at each station increasing three extra units serviced per day. - Excelled at each station to assist in the production process and cycle of resale. - Produced the re-configuration of previously owned Sun Microsystems and Dell Servers for resale.- Ran cross-functional teams and training of multiple areas such as:- Init Station - Test, diagnose, and troubleshoot repair units.- Debug Station - Reassemble repair units after tear down, test, and pass on to next station.- Configuration Station - Ensure electronic functionality of repair units based on a “Pass/Fail” basis.- Audit Station - Ensure repair units traveling through the repair process meet all assembly and test specifications prior to shipping.- Pack Station - Pack repair units into protective packaging to ensure safe handling of customer units.

Masters, Management

Bachelor Of Science (Bs), Information Technology Business Systems Analyst

Bachelor Of Arts (B.A.), Business Administration

Associate Of Liberal Arts, Liberal Arts And Sciences/Liberal Studies