Experience

iotum

• Canada
• Telecommunications
• 1 - 100 Employee

• Operations/Customer Support Manager

  • May 2013 - Present

  - Providing leadership and guidance working with our Customer Service team to ensure customer satisfaction - Exercising and implementing new techniques to ensure customer satisfaction and retention - Acting as a customer service representative to help the Customer Service Dept., speaking fluent English and Spanish - Coordinating QA testing of software on an as-needed basis - Responsibility for managing post-deployment testing - Continually looking for and communicating improvements regarding products and services - Managing hiring, resource allocation and scheduling Customer Service Dept. - Resolving technical customer service escalations - Improving customer service quality results by studying, evaluating, and re-designing process - Recommending, drafting, distributing and enforcing policies and procedures - Drafting, training and executing outage plan actions - Diagnose and troubleshoot system related concerns and issues - Contacting third party service providers with relevant and detailed information to assist on specific service related concerns and issues - Resolving transactions disputes with our merchant and customers - Providing constant feedback to Marketing and Developers to ensure we are in-sync with the current products and services Show less



FreeConference.com

• United States
• Telecommunications
• 1 - 100 Employee

• Operations Manager / Customer Support Team Lead

  • Sep 2007 - Apr 2013

  Customer Service Representative (September 2007 - February 2010) • Acting as a customer service representative to help the Company support its customer base, speaking fluent English and Spanish • Handling customer support requests via email, phone and instant messaging in a courteous and professional manner • Offering basic technical support for Global Conference Partners' sites and services • Identifying trends and issues with Global Conference Partners' sites and services and escalating technical issues to the operations team Customer Support Team Lead (February 2010 - November 2011) - In addition to the Customer Services Representative responsibilities • Providing leadership and guidance working with our Customer Service team to ensure customer satisfaction • Exercising and implementing new techniques to ensure customer satisfaction and retention • Resolving Customer Support escalations • Providing technical assistance and solutions to our Customer Support team • Overviewing Customer Service responses and providing better methods and suggestions for better communication with customers • Offering training for our sites and services • Identifying trends and issues with our sites and services and provide possible solution • Maintaining a high degree of technical knowledge relating to supported products • Working closely with Customer Service and Developers team members on various projects Operations Manager/Customer Support Team Lead (November 2011 – April 2013) • Maintaining servers to ensure proper functionality • Escalating technical issues to our service providers • Performing root cause analysis and determining appropriate courses of action to resource identified issues with our sites and services • Identifying trends and issues sites and services and provide possible solution • Scheduling on-call calendar for the customer service • Maintaining and updating office equipment • Repairing failing office equipment Show less