BLAKE HAMPTON
Burlington,NC
Summary
Results-driven professional with over a decade of successful client service and project balancing experience in diverse industries. Proven ability to exceed customer expectations, driving a 10% increase in overall company revenue. Managed and delivered projects worth $2.5 million in investment revenue and $3 million in lending revenue. Instrumental in adopting innovative project management and support tools to streamline workflows, leading to a 20% improvement in project efficiency. Demonstrated expertise in mentoring new analysts and effectively managing a moderately-sized portfolio of clients through implementation to results reporting. A collaborative and strategic thinker with a focus on achieving project objectives while maintaining strong client relationships.
Overview
11
11
years of professional experience
Work History
Technical Support Manager
Keen Decision Systems
12.2022 - Current
- Led research, evaluation, and seamless implementation of advanced support tools, culminating in the successful adoption of Jira Service Management.
- Proactively resolved complex client support issues, efficiently triaging support tickets, and facilitating seamless communication between departments to expedite resolutions and enhance overall client satisfaction.
- Increased customer satisfaction ratings to 100% over six consecutive months.
- Tracked KPIs and created continuous improvement plans.
- Established and managed a comprehensive client-facing knowledge base resource center, ensuring constant access to valuable information and enhancing customer satisfaction.
Marketing Analyst
Keen Decision Systems
08.2020 - 11.2022
- Collaborated with clients end to end through model updates, aiding them in all aspects from data collection, often including third-party agencies, to results readouts with the internal client success team
- Accountable for researching and recommending support platforms based on accessibility and expense to our executive team
- Conducted trend forecasting and analysis.
- Built out our dashboards from scratch for our support system to gain insights better supporting our clientele also fell under my purview
- Assessed KPIs to achieve in-depth understanding of campaign performance.
- Responsibilities included triaging and troubleshooting tickets, ensuring adherence to our internal SLA, and collaborating with the support team to achieve positive experiences for our clients.
- Entrusted with all new analysts' education on all our various systems and following up on their development during onboarding
Branch Sales and Service Associate
PNC Bank
07.2018 - 08.2020
- Connected with new clientele to establish lasting and successful relationships, while meeting with existing clients to increase the company's share of wallet.
- Targeted and engaged potential customers in market by building relationships and creating value propositions with impact.
- Responsible for training of Managers, Tellers, and new Branch Sales and Service Associates
- 2019 PNC Performance Award nominee
- Over $2.64M in lending and $3.25M in investment revenues in five quarters
- 125%+ of sales goals for 5 straight quarters and 100% client satisfaction through 7 straight quarters
- 4x Sales Associate of the month
Branch Sales and Service Representative
PNC Bank
12.2016 - 06.2018
- Assisted clientele with essential account servicing, ascertaining their needs, and referring them through the proper channels to resolve previously stated needs
- Referred over $1.5M in lending revenue and $1M in investment revenue to Sales Associates through four quarters
- Cross-trained on Sales Associates responsibilities as well as operational duties normally delegated to management
- 5x consecutive Sales Representative of the month
- Built and used effective working relationships across department, functional and geographic reporting lines to share knowledge and achieve common goals.
- Shared, showed and supported clients on variety of technological digital and online tools and resources to explore solutions to achieve financial goals and financial well-being.
Restaurant Manager
Wendy's International LLC
03.2015 - 12.2016
- Responsible for hiring, onboarding and training of crew and management as well as career development and identifying employees for promotion
- Handled scheduling, inventory replenishment, and new product rollouts
- Personally managed P&L and cash services
- During time as manager store revenue increased 27%
- 4 consecutive quarters in the top 10% of corporate stores
Outbound Sales Associate
Time Warner Cable
12.2014 - 03.2015
- Connected with existing customers to update them on current products and promotions and upsell current packages
- Made 25 cold calls per day converting 25% of new clients or increasing share of wallet of existing clients.
- My tenure at TWC was only three months, unfortunately, because, during my training period, my severely asthmatic son developed pneumonia and was hospitalized. While he was in the hospital, I missed around five full days of work, which was a violation of their new hire policy, and the company was forced to release me
Training Manager
ACS Xerox
01.2013 - 12.2014
- • Instructed and managed teams of 25-30 new agents
- Responsible for individual development as well as team-building exercises
- Decided which agents graduated to live production and which agents were released from the training program
- 85% graduation rate through 7 classes
- Developed 15+ Tier One Agents throughout time in position
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Conducted orientation sessions and organized on-the-job training for new hires.
Senior Customer Support Representative
ACS Xerox
08.2012 - 01.2013
- Interacted with clients directing them towards quick solutions and the complete fulfillment of their needs
- Top 5% of agents
- Promoted to training manager within 6 months of being on job
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Education
Bachelor of Arts - Organizational Leadership
Arizona State University
Tempe, AZBachelor of Science - Pre-Medicine
North Carolina Central University
Durham, NCSkills
- Team building and Career Development
- Zendesk
- Slack
- Atlassian Suite (Jira, Confluence, and JSM)
- Customer Service
- Teamwork and Collaboration
- Methodical
- Strategic Thinker
- Relationship Building
- Verbal and Written Communication
- Asana
- Multitasking
Timeline
Technical Support Manager
Keen Decision Systems
12.2022 - Current
Marketing Analyst
Keen Decision Systems
08.2020 - 11.2022
Branch Sales and Service Associate
PNC Bank
07.2018 - 08.2020
Branch Sales and Service Representative
PNC Bank
12.2016 - 06.2018
Restaurant Manager
Wendy's International LLC
03.2015 - 12.2016
Outbound Sales Associate
Time Warner Cable
12.2014 - 03.2015
Training Manager
ACS Xerox
01.2013 - 12.2014
Senior Customer Support Representative
ACS Xerox
08.2012 - 01.2013
Bachelor of Arts - Organizational Leadership
Arizona State University
Bachelor of Science - Pre-Medicine
North Carolina Central University
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