- Spearheads process improvement initiatives and problem-solving strategies to establish standardized procedures and an escalation policy for the customer support team.
- Proactively monitors key metrics, extracting actionable insights to enhance operational efficiency and team performance.
- Cultivates and nurtures robust relationships with key customers, leading to a significant increase in customer loyalty.
- Inspires and motivates team members to overcome challenges, fostering a culture of efficiency and high performance.
- Plays a pivotal role in guiding customers through onboarding and product setup, ensuring successful adoption while identifying upsell opportunities.
- Assumes responsibility for the oversight, preservation, and management of all client inquiries, concerns, and issues, ensuring strict adherence to SLA policies.
- Prioritizes and evaluates client support requests, identifying innovative solutions while meticulously documenting critical findings for Product, Engineering, and QA teams.
- Acts as the Incident Commander and Manager for high-priority (P0) support requests, streamlining and executing P0 procedures effectively.
- Leverages Zendesk and Jira platforms to meticulously log, manage, and update support issues, feature requests, and design inquiries while cultivating lasting customer relationships.
- Maintains an in-depth understanding of company offerings, enabling the provision of tailored recommendations aligned with customer needs, thus facilitating upsell opportunities.
Tyler Fox, PMP, MS
Driven Project Manager
Dedicated Customer Support Manager
Passionate about Client Satisfaction
Building Relationships
Tyler Fox, PMP, MS
Driven Project Manager
Dedicated Customer Support Manager
Passionate about Client Satisfaction
Building Relationships
About Me
I have honed my ability to lead and drive the efficient resolution of technical issues. I am proficient in utilizing key industry tools such as, DataDog, Jira, and Confluence, which are instrumental for effective issue tracking and robust documentation, in addition to working extensively in Zendesk, now migrated to Salesforce Service Console.
My strong communication and organizational skills, combined with a creative mindset, make me an asset to any project.
My strong communication and organizational skills, combined with a creative mindset, make me an asset to any project.
- Address: Horsham, PA
- Job Type: Full Time, Contract to Hire
- Location Preference: Remote
- Project, Task Management, & CRM Systems: Salesforce, Zendesk, Axosoft, Jira, Confluence, Monday.com, Trello, MS Project
- Tech Stack & Proficiency: Mac OS, Google Suite, Microsoft Office, SQL (Beginner), WordPress CRM, WordPress Design & Management, WordPress Hosting
- Soft Skills & Management: Project Management, Customer Success, LEadership, Project Planning, Project Coordination, Project Organization, Customer Support Manager, Customer Success
Education
PMP Certified
July 2019
Masters Degree
Drexel U., 2015
GPA: 3.86
Bachelors in CRJ
West Chester U., 2007
GPA: 3.67
Resume
Experience
2022 - Present
Manager, Customer Support
Urbint, Remote (NY)
2021 - 2022
Senior Project Manager
Exelon, Philadelphia, PA
- Exercised rigorous budgetary control for projects ranging from $2 to $5,000,000, collaborating closely with project teams to monitor costs and optimize expenditures while upholding quality standards.
- Orchestrated project schedules with unwavering commitment to meeting crucial milestones at every project phase.
- Effectively communicated project plans and ongoing progress to key stakeholders and project contributors, ensuring transparency and alignment.
- Strategically formulated and managed project budgets, demonstrating a keen ability to control costs while consistently meeting organizational and project objectives.
- Exhibited expert proficiency in senior-level project management, overseeing a diverse portfolio of projects from inception through to successful completion.
- Expertly managed multi-million-dollar project budgets, consistently delivering projects either on or under budget, resulting in substantial cost savings and enhanced financial efficiency.
- Implemented robust change management processes to accommodate adjustments in project scope, guaranteeing that projects remained on course and aligned with stakeholder expectations.
- Maintained precise project schedules, facilitating the punctual attainment of critical milestones.
2019 - 2021
Manager, Customer Success & Implementation
Urbint, Remote (NY)
- Oversaw a portfolio of 25+ customers, prioritizing post-production project success for each client.
- Acted as the primary customer advocate, promptly responding to inquiries, addressing feature requests, and effectively resolving issues.
- Nurtured and developed strong client relationships, resulting in contract renewals and sustained client engagement.
- Guided multiple clients through the entire project lifecycle, from initial implementation to long-term customer success.
- Identified and closely monitored key success criteria and annual client goals, aligning support efforts with client objectives.
- Managed and tracked customer support requests and inquiries across various communication channels.
- Orchestrated seamless coordination between customer issues and internal teams, conducting regular meetings to ensure project success.
- Thoroughly documented processes to streamline product setup, customization, and maintenance.
- Established and upheld Standard Operating Procedure (SOP) documents to maintain operational consistency.
- Took the lead in training new customers during onboarding, leveraging various communication platforms.
- Conducted kickoff, design, and status meetings to sustain client engagement and ensure ongoing awareness of project progress.
2017 - 2019
Manager, Customer Support
Opvantek, Yardley, PA (Acquired by Urbint)
- Orchestrated and executed all support-related activities with a relentless commitment to achieving outstanding customer satisfaction.
- Took charge of resolving customer service challenges and assumed the role of Incident Commander for escalated urgent application issues, ensuring swift resolution.
- Skillfully managed customer escalations in strict accordance with Opvantek's policies, upholding company standards.
- Fostered and nurtured strong customer relationships, significantly enhancing overall customer satisfaction levels.
- Provided personalized coaching and guidance to customers, facilitating their application and support training via phone, email, and video conferencing.
- Demonstrated expertise in delivering top-notch technical support, adeptly diagnosing and resolving technical issues while proposing effective solutions.
- Effectively communicated priorities, oversaw day-to-day tasks, and conducted meticulous quality testing before the release of features and bug fixes.
- Maintained unwavering commitment to upholding application standards across Opvantek's diverse software customer base.
2016 - 2017
Customer Support & Implementation Specialist
InfoMC, Conshohocken, PA
- Led the coordination and execution of on-site training sessions for the implementation of project planning on the company's web-based application.
- Exemplified excellence in customer service by promptly responding to, triaging, and efficiently managing a daily influx of over 20 customer requests.
- Skillfully nurtured and managed relationships with new clients, advisors, and directors, fostering strong connections and partnerships.
- Maintained a consistent flow of timely and accurate updates through daily standup meetings, ensuring all stakeholders remained informed and aligned.
- Demonstrated exceptional multitasking abilities, effectively juggling multiple tasks and responsibilities while consistently meeting challenging deadlines.
- Applied advanced critical thinking and problem-solving skills to address complex issues and drive innovative solutions.
2015 - 2016
Business Analyst
STI Computer Services, Eagleville, PA
- Orchestrated and crafted web-based training sessions using Skype for Business and WebEx to convey new firm enhancements, features, and bug fixes to Stakeholders and Subject Matter Experts.
- Formulated user stories and requirements within an Agile environment.
- Illustrated wireframes and mockups using tools like Cacoo, Pencil, Visio, or Photoshop (when available).
- Generated high-quality requirement specifications (business requirement documents) to facilitate functional design development.
- Crafted comprehensive test plans to ensure the smooth functioning of system changes, the preservation of existing processes, and the alignment with user needs where necessary.
- Authored training scripts to educate internal users, support personnel, and external customers on ERP system changes and new procedures.
2014 - 2015
Quality Assurance Engineer
STI Computer Services, Eagleville, PA
- Conducted rigorous stability and scalability testing for EMR and Practice Management Billing Software.
- Configured testing scenarios mirroring ongoing customer concerns to replicate similar errors.
- Collaborated closely with scrum masters, managers, developers, and business analysts.
- Actively participated in daily scrum meetings, including scrum reviews, planning sessions, and retrospectives within an agile environment.
- Personally crafted test scripts for software and application assessments prior to product launch.
- Performed smoke and regression tests on the core application to ensure its readiness before product release.
- Maintained open communication channels with business analysts and developers regarding software, applications, as well as enhancements and fixes, utilizing VMWare Workstation and SQL Database.
Volunteer
2015 - Present
Rachel's Helping Hands Cancer Foundation
COO, Co-Founder, Rachel's Helping Hands Cancer Foundation
- Oversees all aspects of the website, including content, hosting, and domain, using WordPress as the platform.
- Guides board meetings, contributing innovative fundraising concepts.
- Pioneers fundraising campaigns, achieving annual donations exceeding $25,000 through a successful 5K fundraising event.
- Orchestrated various fundraisers as an event coordinator, accumulating a cumulative total of over $175,000 since the organization's inception.
- Demonstrates adept communication and coordination skills while liaising with vendors, external parties, and food/beverage services to ensure precise execution according to specifications.
Education
2015
Masters of Science in Information Systems
Drexel University, GPA: 3.86
2007
Bachelors in CRJ
West Chester University, GPA: 3.67