Experience

Walters Media

• United States
• Book and Periodical Publishing
• 1 - 100 Employee

• Technical Support Representative II

  • Nov 2016 - Present

  Resolved most difficult customer technology issuesHelped to on-board and train new technical support representativesAssisted with software testing to ensure that software releases meet customer expectations

• Product Line Manager

  • Nov 2012 - Nov 2016

  Facilitates the development of multiple short and long term software projects that enable consistent year over year sales growth.Achieves consistently high customer satisfaction metrics by effectively leading a staff of both permanent and temporary employees.Organizes and leads meetings with a cross-functional team to define development objectives and ensure that objectives remain relevant in a constantly shifting market.

• Tech Support Supervisor

  • Jan 2012 - Nov 2012

  Recruited, hired and trained staff of both permanent and temporary employees.Oversaw all aspects of software testing, including the writing and execution of testing plans.

• Technical Support Lead

  • Dec 2007 - Jan 2012

  Provided the highest level of customer support, with a focus on one-call resolution.Served as a resource for other techs and tackled the most difficult issues.