Barb H Kranz
Oshkosh,WI
Summary
Detail-oriented technical customer service professional with extensive experience in fast-paced environments. Expertise in resolving technical issues and enhancing onboarding processes, leading to improved team performance and customer satisfaction. Proven ability in mentoring, project coordination, and effective communication.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Support Lead
Spectrum
01.2019 - Current
- Provided technical support to agents, handling an average of 1000 calls monthly
- Managed new hire training classes as Bridge Lead, enhancing onboarding experience
- Assisted facilitators in preparing materials and resources for training
- Co-Facilitated role plays, equipment labs and internet advanced streaming Labs
- Delivered mentoring sessions to new agents, fostering individual development and confidence
- Completed leadership program at ADP
- Successfully completed Supervisor New Step program
- Contributed to AOS committee initiatives
Ecommerce Web Support
SSI
Greenville, WI
01.2017 - 01.2019
- Provide Technical Web Support of 4 Ecommerce Websites
- Implemented new website features and ensured functionality
- Assisted consumer and business users with registration, password resets, and technical issues via calls, emails, and live chat, ensuring a smooth user experience
- Created and implemented standardized forms and templates, enhancing quality standards and communication efficiency
- Achieved high call quality and handle time standards on a weekly basis
- Mentored new employees, improving call flow and service quality
Information Systems Service Coordinator
HBS
Little Chute, WI
01.2014 - 01.2017
- Improved break fix completion from 14 days to 5 days
- Managed call flow and provided timely technical support to customers.
- Evaluated and responded to incoming sales leads and requests for technical support assistance
- Supported 18 sales personnel and 10 inside sales reps in achieving project completion goals.
- Created and updated weekly project/engineer spreadsheets, enhancing team productivity.
- Created standards, policies and procedures to successfully pass HP Audits
- Defined and documented technical best practices
- Achieved certification in CW Dispatch to enhance operational efficiency.
- Above & Beyond Award nominated and chosen by my peers, engineers and project managers
Education
Associate degree - CIS Technical Support Specialist, CIS Technical Networking Specialist
Moraine Park Technical College
Fond Du Lac, WI01-2002
Skills
- Technical troubleshooting
- Customer support
- User training
- Project coordination
- Team leadership
- De-escalation support
- Conflict resolution
- New hire mentoring
- Employee development
- Communication skills
- Presentation delivery
- Organizational skills
- Time management
- Relationship management
Certification
- Supervisor Step program
- LDP (Leadership Development Program)
- Novell 5.1 Network Administration
- Help Desk Support Certified
- Dispatch CW Certified
Timeline
Technical Support Lead
Spectrum
01.2019 - Current
Ecommerce Web Support
SSI
01.2017 - 01.2019
Information Systems Service Coordinator
HBS
01.2014 - 01.2017
Associate degree - CIS Technical Support Specialist, CIS Technical Networking Specialist
Moraine Park Technical College