Erik Cerbulis

Head Of Support at RapidDeploy
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us****@****om
(386) 825-5501

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5.0

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Frankie Costoya

In my time working with Erik, I found him to be a strong leader. Erik enabled me to work on projects outside of the normal scope of my role. Instead of shutting down my curiosity he pushed me to learn more about our product and its technical inner workings. This type of leadership allowed me to grow and become a more valuable asset to my team members. He was always a strong leader to lean on when things were tough. I highly recommend Erik for leadership roles within a support organization.

Hans Fernandez

Few people have the opportunity to report to a manager who is also a coach and mentor—but I did when I worked for Erik. In 2012, I started my technology career and had the privilege of working with Erik to deliver time-sensitive resolutions to software issues. He always gladly entertained my "why" questions and always showed me new technologies by asking me to shadow at his desk. As his career advanced and he became busier he always blocked out time to assist the new employees with technical questions. He also taught many soft skills through example. I was particularly impressed by Erik's ability to handle even the toughest clients—effortlessly. That skill often takes years to develop among customer service professionals, but it seemed to come perfectly naturally to him, and I worked very hard to emulate his style. It was no surprise when Erik transition to a manager role. Erik’s ability to juggle multiple projects was unlike any I have seen before and made a dramatic difference in the productivity level of our team; it only made sense that this skill was desired elsewhere in the company. He continued to talk to us plainly about our goals and aligning those with the company’s larger goals and always provided keen feedback during one on ones. Oh, and he made sure our staff meetings were never without food and coffee. Talk about motivating a team! Any employee would be lucky to have Erik as a manager.

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Credentials

  • Customer Service Foundations
    LinkedIn
    Jul, 2021
    - Nov, 2024
  • Lean Management
    Simplilearn
    Feb, 2021
    - Nov, 2024

Experience

    • United States
    • Public Safety
    • 1 - 100 Employee
    • Head Of Support
      • Jul 2022 - Present

    • Senior Technical Support Specialist
      • Dec 2020 - Jul 2022

    • United States
    • Software Development
    • 700 & Above Employee
    • Product Support Manager
      • Jul 2018 - Oct 2020

      Reporting to the Chief Customer Officer, directed a managed-service software offering comprised of multiple, individually customized programs. Cultivated a positive work environment that fostered camaraderie and teamwork, focusing on customer service and increasing process efficiencies. Reporting to the Chief Customer Officer, directed a managed-service software offering comprised of multiple, individually customized programs. Cultivated a positive work environment that fostered camaraderie and teamwork, focusing on customer service and increasing process efficiencies.

    • United States
    • Software Development
    • 1 - 100 Employee
    • Product Support Team Lead
      • Apr 2016 - Jul 2018

      Supervised daily operations for a team of four support agents supporting web-based Public Safety software solutions, focusing on KPI's involving improved customer satisfaction and first-call resolution for cases received. Supervised daily operations for a team of four support agents supporting web-based Public Safety software solutions, focusing on KPI's involving improved customer satisfaction and first-call resolution for cases received.

    • United States
    • Software Development
    • 100 - 200 Employee
    • Product Support Advisor
      • Apr 2006 - Apr 2016

      Provided advanced technical support for complex issues involving computer-aided dispatch, records management, mobile and web-based applications, running on both System i (formerly AS/400 and iSeries) and Windows platforms.

    • Support Analyst III
      • May 2002 - Mar 2006

      Provided first level customer support for computer-aided dispatch, records management and mobile software utilized by Public Safety agencies throughout North America and the Caribbean.

  • Lake Mary Police Department
    • Lake Mary, Florida, United States
    • Senior Emergency Communications Operator
      • May 1992 - Apr 2002

Education

  • Webster University
    Masters, Information Technology Management
    2004 - 2008
  • University of Central Florida
    Bachelors, Public Administration
    1997 - 2001

Community

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