Atlanta Metropolitan Area
Customer-focused technical manager with extensive experience in managing enterprise accounts, resolving technical issues and enhancing customer satisfaction through collaboration and procedural improvements. -Managed comprehensive technical issues, including dozens of escalations for strategic clients, overseeing incident resolution, and communicating with all levels of customer organizations, from C-suite, Technical PMs, and end users. -Collaborated with engineering and product teams across time zones to drive down TTR for critical bugs by 40%, helping to shape the feature roadmaps informed by client requests. -Facilitated weekly alignment meetings with customer technical program managers to review outstanding issues through Salesforce dashboards and refine support strategies. -Developed internal Salesforce Dashboards to track case trends and maintain transparency related to SLAs, CSATs, TTR and Jira watchlists for TAMs. -Achieved a 70% reduction in monthly case volume by implementing proactive process improvements and thorough documentation. -Created escalation process for TAMs, including documentation with detailed steps, templates, and FAQs. -Scaled the Technical Account Management team by 300% in two years by establishing on-boarding processes and documentation and meeting weekly with new hires to go over case handling, dashboard reporting and effective communication. -Managed multiple technicall projects including email proxy server changes, CRM integrations for custom CRM setups, security incident remediation, and more.
Resolution-focused Support Engineer, working on complex technical cases for enterprise clients while driving customer success through collaborative troubleshooting and case management. -Provided Tier 2 support for a B2B marketing automation tool integrated with Salesforce, handling high-complexity issues and integrations. -Collaborated with customers and product teams to implement best practices and effective workarounds. -Achieved and surpassed monthly productivity and customer satisfaction metrics through persistent troubleshooting and customer-first mentality. -Created 16% of product-specific knowledge base content to minimize repeat cases and enhance customers' self-service capabilities. -Mentored and onboarded six junior engineers, fostering team development through organizing social outings.
- Helped stabilize operations and improve service in order to better serve clients through enacting an organized infrastructure of duties throughout the office; ensuring the duties were performed by the logical employee in a timely manner. - Set daily schedules for up to 30 tractor/trailer drivers, consistently completing 95% of scheduled deliveries, while providing the desired service for up to 20 customers, all with different needs - Recruited and hired over 30 qualified drivers during my tenure, implementing a system of background checks and drug testing - Ensured compliance with DOT regulations, including collection and auditing of driver logs, and random drug testing
- Performed successful sales visits for a variety of international clients which resulted in maintaining business relationships and establishing new business in the form of deliveries to new locations, including match-back loads to save mileage and costs for major steamship lines as well as 53' local shipments for Hyundai Mobis - Grew the company from 9 drivers to 30 drivers by the time I left, through online and face to face recruitment - Introduced and implemented a brand new trucking software interface for organizing customer database, invoicing, and tracking shipments, from a system based on manual excel spreadsheets to improve administrative efficiency
- Completed the Coverage Follow-Up Operation in Korean and English while maintaining high service quality for both the U.S. Census Bureau and participants in the survey