Alexander O'Neil
Washington,DC
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Manager, Tech and Software Customer Success
Bloomberg Industry Group
Arlington, VA
09.2023 - Current
- Established processes to ensure efficient workflow throughout the organization.
- Initiated new projects that resulted in increased productivity across all departments.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Served as a Salesforce citizen admin.
- Developed a culture of continuous improvement and managed change at both the team and individual level.
- Created reports outlining customer usage and retention metrics.
- Developed and established new relationships to drive company growth.
- Collaborated with cross-functional teams to establish customer success programs.
Manager, Customer Technical Support
Bloomberg Industry Group
Arlington, VA
09.2022 - 09.2023
- Conducted research on software and hardware products to recommend solutions for customers.
- Managed a team of technicians in providing timely resolution of customer inquiries.
- Created reports on performance metrics and presented them to senior management.
- Performed analysis of new technologies and trends in order to develop strategies for improving customer service operations.
- Implemented processes to ensure quality control standards were met when delivering services to customers.
- Worked closely with other departments such as sales, marketing, engineering, finance, IT., to improve customer experience.
- Analyzed customer feedback data to identify areas where improvements can be made in product or service delivery.
- Created and deployed new hire training initiatives.
- Established continuous improvement initiatives to achieve KPIs.
Manager, Technical Support Operations
Association of American Medical Colleges
Washington, DC
07.2020 - 09.2022
- Recruited and hired qualified candidates to fill open positions.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Created of KPIs for the team, individual staff members and own achievement of support inquiry key metrics.
- Assisted in cluster changes for how data is captured through our CRM
- Worked with the AAMC Services business units to ensure the CTS staff has the resources needed to support our internal and external customers.
- Created and implemented standard processes to improve operational efficiency and the customer experience.
- Generated daily, weekly, and monthly reporting to assist with the ongoing development of the staff and to inform other stakeholders.
- Convene regular meetings to cover business operations and facilitate trainings conducted by the subject matter experts that will enhance the customer support provided by all team members.
Sr. Client & Technical Support Specialist
Association of American Medical Colleges
Washington, DC
04.2019 - 07.2020
- Participated with other ERAS staff in the review of current ERASS software and the identification of problem areas for future development and refinement.
- Investigated, identified, and resolved inaccurate data/files by analyzing client databases and logs.
- Participated in the design and testing of new software enhancements
- Communicated new issues to the ERAS management team and team members.
- Assessed customer satisfaction with services through follow-up communication.
- Performed peer reviews of technical projects, providing feedback to production staff and senior personnel.
- Collaborated with engineers to produce timelines, production roadmaps and scenario plans.
Client & Technical Support Specialist II
Association of American Medical Colleges
Washington, DC
09.2017 - 04.2019
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Maintained compliance with established and updated policies and procedures with minimal supervision.
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Monitored service orders to completion and closed service tickets.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals.
Client & Technical Support Specilist
Association of American Medical Colleges
Washington, DC
05.2015 - 08.2017
- Handled customer service issues by providing guidance or escalating for advanced support.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Assisted customer in understanding products, components and systems using technical demonstration..
- Monitored support activity trends to create problem resolution and solution reports.
- Developed and maintained strong relations with customers to meet quality expectations.
- Meticulously reported details regarding resolution of issues into database for use by other staff members.
Education
Bachelor of Science - Business
Hampton University
Hampton, VA05.2013
Skills
- Technical Troubleshooting
- Staff Development
- Project Management
- Documentation and Reporting
- Interpersonal Skills
- Managing Operations and Efficiency
- Attention to Detail
- Problem Resolution
- Teamwork and Collaboration
- Team Leadership
- Verbal and Written Communication
- Multitasking and Prioritization
- Documentation Development
- Scheduling and Coordinating
- Collaborative Team Player
- Team Building
Certification
- Certified Salesforce Administrator
Timeline
Manager, Tech and Software Customer Success
Bloomberg Industry Group
09.2023 - Current
Manager, Customer Technical Support
Bloomberg Industry Group
09.2022 - 09.2023
Manager, Technical Support Operations
Association of American Medical Colleges
07.2020 - 09.2022
Sr. Client & Technical Support Specialist
Association of American Medical Colleges
04.2019 - 07.2020
Client & Technical Support Specialist II
Association of American Medical Colleges
09.2017 - 04.2019
Client & Technical Support Specilist
Association of American Medical Colleges
05.2015 - 08.2017
Bachelor of Science - Business
Hampton University
- Certified Salesforce Administrator
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