Summary
Overview
Work History
Education
Skills
References
Skills
Timeline
Generic

Brian Kessler

Sparks Glenco,MD

Summary

Accomplished Customer Support Team Lead at Side, adept at leading and developing teams to exceed client expectations. Expert in PC diagnostics and troubleshooting, with a proven track record in effective communication and problem-solving. Successfully trained and coached agents, enhancing team performance by 20% through strategic feedback and collaboration.

Overview

13
13
years of professional experience

Work History

Customer Support Team Lead

Side
Baltimore, Maryland
11.2024 - Current
  • Internally promoted to lead, and developed a team of 12 Tier I agents.
  • Trained new agents during the onboarding process to ensure that their knowledge and skills appropriately met client expectations.
  • Delivered professional feedback and coaching based on insights from Quality Assurance Team.
  • Regularly met with the client to go over expectations and ensure we were meeting or exceeding them.

Customer Support Tier II

Side
Baltimore, Maryland
04.2018 - 11.2024
  • Promoted within the company to provide senior-level technical support to teachers and for new educational software via phone, email, and remote sessions.
  • Efficiently manage escalated calls from the tier-1 service to provide specialized service to customers.
  • Diagnose and present bugs to the software development team via Jira.
  • Provide support for multiple platforms, including PC, Mac, Chromebook, and iPad.
  • Collaboratively train new agents while helping existing staff deliver excellent service.
  • Set up and remotely upgrade local servers.

Customer Service agent – Tier I & II

Side
Baltimore, Maryland
09.2012 - 06.2015
  • Provided phone, email, and social media-based support to a range of clients, including multiple AAA video game companies.
  • Responded to escalation requests to assist with resolving difficult customer issues in an efficient manner.
  • Tasked with managing the returns process and providing requisite training to other members of the associated RMA team.
  • Delivered feedback to Tier I agents based on observations made regarding the progress of their work.

Education

Certification - Computer Support Technician

TESST College of technology
Baltiomre
08.2012

High School Diploma -

Towson High School
06-2009

Graduation Diploma -

National Outdoor Leadership School

Skills

  • Microsoft Office Suite
  • PC-based hardware support
  • PC and gaming console diagnostics and troubleshooting
  • Networking infrastructure
  • Multiple CRM platforms, including Zendesk, Parature, JIRA, and Salesforce
  • Effective communication
  • Problem solving
  • Policy enforcement

References

  • Scott Ellison, Project Lead, (443) 687 0395
  • Jeremy Olipas, Project Manager, (253) 209 9525

Skills

Proven track-record of exceptional leadership in a multitude of environments., Trusted and experienced project manager of 10-15 technical team members., Experienced with delivering feedback and support to underperformers., Demonstrated ability to develop agents to take on higher-level tasks., Microsoft Office Suite, PC-based hardware support, PC and gaming console diagnostics and troubleshooting, Networking Infrastructure, Multiple CRM platforms (Zendesk, Parature, JIRA, and Salesforce)

Timeline

Customer Support Team Lead

Side
11.2024 - Current

Customer Support Tier II

Side
04.2018 - 11.2024

Customer Service agent – Tier I & II

Side
09.2012 - 06.2015

Certification - Computer Support Technician

TESST College of technology

High School Diploma -

Towson High School

Graduation Diploma -

National Outdoor Leadership School

Similar Profiles

CREATE PROFILE