Andrew Gasparovic
Summary
Results-driven Technical Account Manager with expertise in customer relationship management and data analysis. Streamlined onboarding processes and improved team collaboration to enhance operational efficiency. Resolved complex technical issues while fostering strong client relationships through effective communication and problem-solving.
Overview
8
8
years of professional experience
Work History
Technical Account Manager
Telos Alliance
Cleveland, Ohio
2023.06 - Current
- Provides expert technical support to customers, troubleshooting complex broadcast radio equipment issues, and resolving deep-level IT infrastructure problems (network switch configuration, IP address conflicts).
- Collaborated with cross-functional teams to address mis-shipments and customs disputes.
- Managed departmental data and reporting by utilizing Excel for tracking metrics, creating PowerPoint slideshows for weekly meetings, and logging cases in Microsoft Dynamics 365 CRM.
- Streamlined the onboarding process by writing a comprehensive customer success handbook for new support employees. Five new employees found this handbook very useful, and current employees use it to remember how to do basic procedures.
Residential Operations Lead
Red Mountain Sedona
Sedona, Arizona
2021.05 - 2022.03
- Supervised young adults with addiction and mental health disorders, maintaining professional boundaries to foster a supportive environment.
- Collaborated with program executives to plan and monitor client activities, ensuring adherence to program rules and guidelines.
- Coordinated schedules for 15 to 20 clients, ensuring timely medication adherence and punctuality for jobs and therapy sessions.
- Instructed clients on successful money management techniques to promote long-term stability and independence.
Customer Service Representative
Pink Jeep Tours
Sedona, Arizona
2018.05 - 2019.02
- De-escalated high-tension interactions with dissatisfied clients using active listening and strategic problem-solving to achieve positive outcomes.
- Identified up-sell opportunities and executed high-conversion sales for premium off-road excursions, contributing to revenue growth.
- Created and implemented employee training guide that improved sales performance among new hires.
Education
Masters of Business Administration (MBA) -
University of Tennessee
Knoxville, Tennessee12.2027
Bachelor of Science - Audio Production
Full Sail University
Winter Park, FL01.2023
Skills
- Technical support
- Customer relationship management
- Data analysis
- Microsoft Excel
- Project management
- Team collaboration
Timeline
Technical Account Manager
Telos Alliance
2023.06 - Current
Residential Operations Lead
Red Mountain Sedona
2021.05 - 2022.03
Customer Service Representative
Pink Jeep Tours
2018.05 - 2019.02
Masters of Business Administration (MBA) -
University of Tennessee
Bachelor of Science - Audio Production
Full Sail University