Andy Lacefield
Summary
Detail-oriented professional considered knowledgeable leader and talented problem solver. Adept as primary point of escalation for high-level client questions, needs, wants and complaints. Committed to streamlining procedures while optimizing employee talent.
Overview
7
7
years of professional experience
Work History
Resource Management Supervisor
Quativa
08.2022 - 05.2023
- Oversaw onboarding and mentorship, planned and executed meetings, and developed process documentation
- Drove the database change to create Install Partner-specific pricing within the Quativa app with a small team to support the much-anticipated Choose Your Installer functionality
- Led the update for the contract-formatting and e-sign template creation process and assisted in deploying the update for over 10 separate Install Partners' contracts.
Customer Support Supervisor
Quativa
05.2022 - 08.2022
- Oversaw onboarding and mentorship, planned and executed meetings, and developed process documentation.
- Supervised Support team members and provided constructive feedback, resulting in higher morale and increased employee retention.
- Streamlined the communication and escalation flow between Sales, Support, and Technology for user bug reports
- Obtained and maintained a customer satisfaction score of 99% through application of superior conflict resolution and problem-solving skills.
Technical Support Specialist
Quativa
04.2021 - 05.2022
- Collaborated with the Technology Departments' Product team in escalating end user technical issues and app-enhancement opportunities
- Created support documentation that enabled Support team to extend skills, leverage system features, and find resolutions to questions while assisting customers
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues for end-users across various time zones.
Project Coordinator
Energy Service Partners
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Gathered requirements for ongoing projects and organized details for management use.
- Maintained open communication by presenting regular updates on solar project status to customers.
Communications Manager
Energy Service Partners
01.2021 - 04.2021
- Handled inbound contacts and provided customer service according to departmental policies and procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Communications Specialist Supervisor
City Of Siloam Springs
08.2020 - 01.2021
- Developed, revised, and improved protocols for dispatch to be industry-compliant and to provide best management practices.
- Created curriculum and instructed department on warrant entry into both local and national databases.
- Developed and implemented a process to streamline timely distribution of inmate citation and release paperwork between agency, county detention center, and district court.
Dispatcher
City Of Siloam Springs
06.2016 - 02.2020
- Received & dispatched both routine & emergency calls for service for Siloam Springs Police, Fire, EMS, and after-hours utilities; transferred calls for service to the proper surrounding agencies as needed
- Maintained updated and detailed records of calls in physical and electronic database.
Education
Bachelor of Science - Music
John Brown University
Siloam Springs, AR2016
Skills
- Training and Development
- Customer Satisfaction
- Motivational Leadership
- Remote Conferencing and Communication
- Policy and Procedure Writing
- Troubleshooting and Diagnosing
Timeline
Resource Management Supervisor
Quativa
08.2022 - 05.2023
Customer Support Supervisor
Quativa
05.2022 - 08.2022
Technical Support Specialist
Quativa
04.2021 - 05.2022
Communications Manager
Energy Service Partners
01.2021 - 04.2021
Communications Specialist Supervisor
City Of Siloam Springs
08.2020 - 01.2021
Dispatcher
City Of Siloam Springs
06.2016 - 02.2020
Project Coordinator
Energy Service Partners
Bachelor of Science - Music
John Brown University