Manager, Customer Support candidate in Louisville, Colorado, United States

Summary

In my professional journey, I have accumulated a wealth of experience across various roles, showcasing a diverse skill set and a proven track record of success. My extensive professional background, leadership achievements, and commitment to continuous improvement make me a standout professional in the customer support and data analytics domain. Let's delve into the critical aspects of my career.
Manager, Customer Support at Alteryx (05/2018 01/2023)
In this pivotal role, I led a team of 12 customer support engineers at Alteryx in Broomfield, CO. My leadership was marked by achieving consistent customer satisfaction scores exceeding 93% and a remarkable 75% reduction in backlogged tickets within six months. I implemented effective coaching and mentoring strategies, established clear performance expectations, and conducted regular evaluations to enhance team performance.
I spearheaded the hiring and onboarding of 30 Customer Support Engineers globally, building a proficient 24/7 support team. Strategic workforce management and improved capacity planning reduced the time to hire by 40%.
A key achievement was implementing and leading a continuous improvement team, focusing on enhancing technical content and Support delivery systems. This resulted in successfully implementing Knowledge Management Programs using Knowledge-Centered Service (KCS) and Intelligent Swarming support models. The program significantly increased customer self-served resolution rates, reduced support tickets by 50%, and decreased the time to resolve cases by 20%.
Collaborating with cross-functional teams, I played a pivotal role in identifying software bugs and implementing quarterly goals and KPIs. Notably, introducing an AI-support tool reduced support ticket escalations by 25%.
Implementing a Subject Matter Expert (SME) program as part of the escalation management plan contributed to a 20% reduction in support ticket resolution time within two months.
I also delivered impactful presentations and training sessions to customers, including weekly customer onboarding training, and live training sessions for over 100 individuals.
Customer Support Engineer at Alteryx (06/2015 05/2018)
In my earlier role at Alteryx, I provided crucial customer support, managed tickets, and maintained a stellar 95% customer satisfaction rating. I conducted comprehensive training sessions for new hires, resulting in a 30% increase in productivity after six months.
Data Engineer at Cabelas (11/2009 06/2015)
My tenure at Cabela's involved collaborating with marketing groups to implement a marketing attribution model supporting a $120 million advertising budget, resulting in a nearly 20% decrease in advertising costs.
Sales Executive at MarketForce (05/2008 11/2008)
In a brief yet impactful stint at MarketForce, I identified and contacted potential leads, leading to a notable 30% increase in qualified leads.
Account Executive at CMS Direct (05/2005 05/2008)
I managed assigned accounts and identified revenue growth opportunities, contributing to a consistent 15% annual revenue growth.
Database Marketing Data Analyst at Intuit (11/2004 05/2005)
Collaborating with cross-functional teams at Intuit, I was crucial in launching a payroll product and achieved a response rate 150 times higher than expected in marketing campaigns.
Sr. Account Manager and Team Lead at Experian (Z-24) (04/1995 11/2004)
At Experian, I relaunched a business unit, grew the account base, and achieved annual revenues of $11 million. My efforts were recognized with an Experian Elite award for leading sales achievement.
Database Marketing Analyst at Condé Nast Publishing (03/1993 04/1995)
In this role, I enhanced subscription data and contributed to a marketing campaign that resulted in a new $15 million advertising deal.
Education and Certifications:
B.A. in Psychology from the University of Colorado (1982 1987).
Alteryx Core Certification (2022).
Knowledge-Centered Service (KCS) v6 Certification from Upland RightAnswers (2019).
Intelligent Swarming Insights from the Consortium for Service Innovation (2019).
Maximizing Leadership Potential from the Center for Creative Leadership (2019).
Certified Support Center Manager from Service Strategies (2018).

Expectations

1. Seek Challenging Projects:
Volunteer for projects that stretch my skills and expertise.
Tackle challenges that allow me to demonstrate my abilities and make a meaningful impact.
Apply experience as a Customer Support professional and ensure the success of a Support team through continuous process improvement.

2. Continuous Learning:
Stay updated on industry trends, new technologies, and best practices.
Pursue relevant certifications, workshops, and training opportunities.

3. Apply technical skills:
Apply my skills using SQL and Python.
Continue developing new data analytics skills.

4. Mentorship and Coaching:
Seek guidance from mentors and experienced professionals.
Offer my expertise to others and consider mentorship relationships to gain valuable insights.

5. Take on Leadership Roles:
Showcase your leadership skills by effectively managing and inspiring others.

6. Seek Feedback:
Request constructive feedback from colleagues, supervisors, and mentors.
Use feedback to identify areas for improvement and growth.

7. Adaptability and Innovation:
Embrace change and be adaptable to new technologies and methodologies.
Propose innovative ideas that contribute to the organization's success.

8. Attend Professional Development Programs:
Participate in leadership development programs or workshops.
Engage in activities that enhance my strategic thinking and decision-making skills.

9. Stay Informed about Company Strategy:
Understand the overarching goals and strategies of the organization.
Align my efforts with the company's mission and contribute to its success.

Manager, Customer Support

Manager, Customer Support

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