Allen Bullock
Redmond,OR
Summary
Experienced leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
14
14
years of professional experience
Work History
Product Support Specialist III
Dutchie
07.2021 - Current
- Deliver feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes
- Assist customers via email, live chat, and phone calls, utilizing Zendesk, Zendesk Talk, and Salesforce to ensure prompt and efficient service
- Identify, triage, and escalate issues to internal personnel along with clear outline of problems and technical detail
- Collaborate on monthly support newsletter
- Led the restructuring of internal support documentation in Confluence
- 9x Quarterly Support MVP
- Maintain a 95% QA score and 90% CSAT rating.
- Reduced average call handling time, optimizing internal knowledge base for quicker reference.
Customer Support Specialist
NBC Sports
02.2017 - 06.2021
- Engage with clients daily as front-line contact for both B2B and B2C users
- Complete average of 356 closed support cases per month with mean resolution time of less than 24 hours
- Communicate with remote team through phone, slack, email, and Microsoft Teams
- Increase customer satisfaction by resolving issues in timely fashion through email and phone
- Resolved 95% of issues with first call and escalated more complex issues to obtain necessary customer support
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Customer Support Manager
Distinct Software Solutions
01.2016 - 02.2017
- Devised, deployed, and monitored processes to boost long-term business success and increase profit levels through outstanding customer service
- Delegated daily tasks to employees, streamlining daily progress and efficiency
- Made over 50 customer calls and emails per day.
- Created customer support strategies to increase customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Success Manager
Golf18 Network
02.2012 - 01.2016
- Managed 300 accounts, made 40-50 outbound calls/emails per day
- Submitted monthly reports, including booking forecasts, monthly highlights, and CRM entries
- Recommended changes, improvements, or deletions in products according to customer feedback.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
Operations Support Specialist
Golfsmith International LLC
03.2011 - 02.2012
- Managed book of 50 top special-order customers and kept them up to date on offerings and proactively contacted to procure sales
- Coordinated with vendors, customers, and internal departments to understand, monitor, and communicate special orders
- Reviewed shipping company operations to confirm integrity of shipment data submitted to drivers and processed orders that drivers delivered to terminal
- Created various documents, including daily, weekly, and monthly reports, customer communications, purchase orders, invoices, and financial statements.
- Optimized inventory management by introducing just-in-time inventory system, reducing excess stock.
- Coordinated with vendors and suppliers to maintain positive relationships, ensuring timely delivery of products and services.
Education
Bachelor of Arts -
Western Oregon University
Monmouth, Oregon01.2006
Skills
- Zendesk/Salesforce/Ticketing Systems Customer Success
- Microsoft Suite/Google Suite
- Troubleshooting
- Account Management
- Customer Experience
- Email/Phone/Chat Support
- Quality Assurance
- Remote Support
- Escalation management
- Knowledge Base Maintenance
- Incident Management
- CRM Software
Timeline
Product Support Specialist III
Dutchie
07.2021 - Current
Customer Support Specialist
NBC Sports
02.2017 - 06.2021
Customer Support Manager
Distinct Software Solutions
01.2016 - 02.2017
Customer Success Manager
Golf18 Network
02.2012 - 01.2016
Operations Support Specialist
Golfsmith International LLC
03.2011 - 02.2012
Bachelor of Arts -
Western Oregon University
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