Bryan A. Pressley
Webster,MA
Summary
Results-driven customer service and support professional with over 20 years of experience in customer-facing and teleconferencing roles. Proven track record of identifying and implementing solutions that align with customer expectations and business objectives. Skilled in utilizing service-based platforms such as Zendesk, Salesforce, and HubSpot, with a strong aptitude for quickly mastering new technologies. Eager to leverage exceptional problem-solving abilities and collaborative skills to enhance the effectiveness of a dynamic customer support team.
Overview
25
25
years of professional experience
Work History
Technical Product Specialist
SimplePractice
05.2021 - 08.2025
- Acted as the primary liaison between customers and Engineering teams, resolving technical issues promptly and escalating when necessary, improving customer satisfaction rates.
- Maintained a queue of customer requests through Zendesk, conducted database investigations using TablePlus and Snowflake, and managed technical escalations and bug fixes via Asana and Linear.
- Conducted ad hoc video conferences with customers for real-time collaboration, enhancing issue resolution efficiency and customer experience.
Product Specialist
SimplePractice
10.2020 - 05.2021
- Utilized knowledge of the SimplePractice platform to answer procedural questions and provide basic troubleshooting assistance to customers, resulting in an increase in customer satisfaction.
- Maintained up-to-date information about platform changes and relayed them to customers, enhancing their understanding and usage of the platform.
- Held video conferences with customers during trial periods, improving onboarding efficiency and customer experience.
Account Manager, Business Solutions
Connection
11.2019 - 09.2020
- Created and nurtured relationships with decision-makers in a business-to-business setting, resulting in repeat patronage and increased customer loyalty.
- Achieved Top 20 status among peers by leveraging Connection resources such as hardware, software, and professional expertise, leading to enhanced customer satisfaction.
- Maintained consistent training in several sales disciplines and an extensive portfolio of products and services, ensuring up-to-date knowledge and effective customer support.
Regional Account Manager
Kubotek USA, Inc.
07.2017 - 04.2019
- Established and maintained relationships with small-, medium-, and large-business clients, achieving sales goals by leveraging Salesforce and HubSpot for lead follow-ups.
- Developed rapport with decision makers, including presidents and CEOs, enhancing client engagement and satisfaction.
- Represented Kubotek 3D at trade shows and industry conferences, adapting sales strategies to changing market trends.
Sales and Marketing Support Representative
Kubotek USA, Inc.
05.2016 - 06.2017
- Ensured clients stayed up to date with CAD maintenance packages, regularly exceeding renewal goals through consistent communication campaigns, achieving a 30% increase in renewals.
- Performed account-level customer service functions, enhancing customer satisfaction rates through effective issue resolution and support.
- Assisted in planning and executing marketing strategies and campaigns, generating blog posts and customer success stories, contributing to an increase in customer engagement.
Solutions Specialist/Keyholder
Verizon Wireless
08.2012 - 05.2016
- Presented devices, plans, and solutions to customers, consistently exceeding sales quotas by 10-25% and maintaining high customer satisfaction rates.
- Operated as Keyholder from June 2015, performing managerial functions, including opening/closing the store, managing cash, and handling customer escalations, improving operational efficiency.
- Participated in daily Forecast calls, monitored monthly inventory counts, and ensured smooth store operations.
Universal Care Representative/Operations Auditor
Verizon Wireless
08.2011 - 08.2012
- Handled universal customer care, including billing assistance, technical support, and sales of cellular and broadband solutions, leveraging technical expertise from Flextronics.
- Ensured proper execution of daily activities as Operations Auditor, reducing mistakes by maintaining weekly audits and providing action plans to minimize non-compliance.
- Conducted weekly Wireless Workshops, teaching customers to use new equipment, and increased personal quota by identifying additional customer needs during workshops.
Customer Service Technician (Team Leader)
Flextronics
03.2007 - 08.2011
- Led a team of technicians, maintaining shift schedules and performing inventory audits, enhancing operational efficiency and team performance.
- Exceeded sales goals by 10-25% by recommending solutions and providing one-on-one training sessions, boosting customer confidence and satisfaction.
- Reduced return rates by delivering personalized training sessions on advanced devices, improving customer satisfaction and product understanding.
Chemical Operations Specialist (74D)
Army National Guard, 272nd Chemical Co.
04.2000 - 04.2009
- Honorably discharged after nine years of service, including overseas duties in support of Operation Iraqi Freedom III, enhancing base security and reconnaissance patrols.
- Provided logistical support during Operation Big Ice, collaborating with headquarters leadership and utilizing Excel to curate troop and equipment deployments, improving operational efficiency.
- Selected to escort the Company Commander on missions between Forward Operating Bases, demonstrating reliability and leadership in high-stakes environments.
Education
Associate of Arts - Business Foundations
University of Phoenix
09-2013
Skills
- Skilled in Microsoft Office tools
- Experience with GSuite applications
- SQL data analysis
- Experience with Salesforce
- Experienced with HubSpot tools
- Zendesk support expertise
- Skilled in Slack collaboration tools
Timeline
Technical Product Specialist
SimplePractice
05.2021 - 08.2025
Product Specialist
SimplePractice
10.2020 - 05.2021
Account Manager, Business Solutions
Connection
11.2019 - 09.2020
Regional Account Manager
Kubotek USA, Inc.
07.2017 - 04.2019
Sales and Marketing Support Representative
Kubotek USA, Inc.
05.2016 - 06.2017
Solutions Specialist/Keyholder
Verizon Wireless
08.2012 - 05.2016
Universal Care Representative/Operations Auditor
Verizon Wireless
08.2011 - 08.2012
Customer Service Technician (Team Leader)
Flextronics
03.2007 - 08.2011
Chemical Operations Specialist (74D)
Army National Guard, 272nd Chemical Co.
04.2000 - 04.2009
Associate of Arts - Business Foundations
University of Phoenix
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