Christine Crowley
Raymond,ME
Summary
Experienced with managing technical support teams to ensure efficient problem resolution and customer satisfaction. Utilizes strong leadership and communication skills to foster team collaboration and drive performance improvements. Knowledge of advanced technical troubleshooting and support methodologies, consistently delivering high-quality service.
Overview
23
23
years of professional experience
Work History
Customer and Technical Support Manager
IDEXX Laboratories Inc.
02.2023 - Current
- Managed Customer and Technical support team with 30+ support representatives, 3 Supervisors and 2 Technical Support Engineers.
- Ensured consistent service delivery by establishing quality control measures, including call monitoring and coaching sessions for consultants.
- Tracked KPIs and created continuous improvement plans.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Mentored new Supervisors, fostering a culture of collaboration and learning within the team.
- Supported new product launches through seamless integration of new technologies into existing support frameworks.
- Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
Customer and Technical Support Supervisor
IDEXX Laboratories Inc.
07.2018 - 02.2023
- Supervised a team of 15 Customer and Technical Support consultants providing inbound phone support to Veterinary customers
- Evaluated staff performance regularly, providing constructive feedback aimed at continuous improvement in service delivery standards.
- Monitored team performance and facilitated the necessary training programs to help maintain a high level of competence among support staff.
- Reduced employee turnover by fostering a positive work environment focused on teamwork, open communication, and ongoing skill development.
- Led regular meetings with the team to discuss updates in technology trends, ensuring all members stayed current with industry developments.
- Streamlined the technical support process for improved response times and increased issue resolution rates.
- Collaborated with other departments for seamless integration of new products and services into existing support infrastructure.
- Coordinated cross-functional teams to address software and hardware issues, improving overall product quality.
Team Lead – Customer Relations
IDEXX Laboratories, Inc.
12.2012 - 07.2018
- Provided leadership and case management guidance for 10 Customer Relations Consultants across multiple lines of business.
- Promoted positive work environments by fostering teamwork, open communication, and employee recognition initiatives.
- Served as role model for our team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Assist with Goal setting and Quality Coaching to Customer Relations consultants to improve delivery and execution when interacting with customers
- Trained new team members by relaying information on company procedures and safety requirements.
- Facilitate collaboration between multiple business partners to resolve unexpected or exceedingly complex customer issues
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Influenced positive change within our organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Assisted in recruitment to build team of top performers.
Customer Relations Consultant
IDEXX Laboratories, Inc.
05.2009 - 12.2012
- Facilitated successful conflict resolution between customers and company representatives, fostering positive outcomes for all parties involved.
- Engage and maintain relationships with key customers through proactive outreach and analysis of the customers’ needs and objectives
- Recognized consistently for outstanding performance in handling difficult situations with empathy and professionalism.
- Served as an escalation point for challenging cases requiring specialized knowledge or authority, ensuring swift resolutions that satisfied both parties.
- Developed strong relationships with clients, resulting in increased customer retention and loyalty.
- Proactively identified potential issues through ongoing monitoring of account activity, preventing escalations or complaints.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Conducted thorough analysis of customer feedback to identify trends and areas for improvement.
Technical Support Consultant
IDEXX Laboratories, Inc.
10.2005 - 05.2009
- Responded to customer inquiries and provided technical assistance over phone to Veterinary Customers.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Consistently exceeded customer expectations by delivering personalized service tailored to individual needs.
- Documented all client interactions accurately in CRM system while maintaining strict confidentiality standards.
- Monitored system performance to identify potential issues.
- Maintained up-to-date knowledge of industry trends, technologies, and best practices to provide informed guidance during consultations with clients.
- Acted as a walking helpdesk to support team members with internal processes and complex customer concerns.
- During my time as a CSC, I supported IDEXX Reference Laboratory Services, as well as Chemistry (Catalyst, VetTest, VetLyte, VetStat), Hematology (Lasercyte, Coag, Ua, VetAutoreader) and Assay (Kits, SnapShot)
Veterinary Assistant
York County Veterinary Emergency and Referral Hospital
06.2002 - 10.2005
- Assisted in emergency situations effectively providing first aid or life-saving measures under veterinarian supervision.
- Provided compassionate care for animals during treatment and recovery from illnesses or injuries.
- Enhanced patient care by assisting veterinarians with examinations, surgeries, and diagnostic procedures.
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Expedited laboratory processing times by collecting samples efficiently for blood work or other testing purposes.
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Provided customer support to clients, answering questions and addressing concerns.
- Helped with training of new veterinary assistants and support staff to improve individuals' capabilities.
- Participated continuing education training seminars workshops conferences advance knowledge stay current industry trends best practices.
Education
Bachelor of Science -
University of New England
Biddeford, ME07-2005
High School Diploma -
Thornton Academy
Saco, ME01.2001
Skills
- Technical troubleshooting
- Relationship building
- Performance metrics
- Professionalism
- Software and hardware support
- Adaptability and flexibility
- Escalation management
- Remote support
- Interpersonal communication
- Team building
- Customer support management
- Change management
Professional references
References gladly provided upon request.
Timeline
Customer and Technical Support Manager
IDEXX Laboratories Inc.
02.2023 - Current
Customer and Technical Support Supervisor
IDEXX Laboratories Inc.
07.2018 - 02.2023
Team Lead – Customer Relations
IDEXX Laboratories, Inc.
12.2012 - 07.2018
Customer Relations Consultant
IDEXX Laboratories, Inc.
05.2009 - 12.2012
Technical Support Consultant
IDEXX Laboratories, Inc.
10.2005 - 05.2009
Veterinary Assistant
York County Veterinary Emergency and Referral Hospital
06.2002 - 10.2005
Bachelor of Science -
University of New England
High School Diploma -
Thornton Academy
Similar Profiles
Noh Mun YeongNoh Mun Yeong
Logistics supervisor at IDEXX Laboratories Inc.Logistics supervisor at IDEXX Laboratories Inc.
Hayley StewartHayley Stewart
Diagnostic FSR 1 at IDEXX Laboratories Inc.Diagnostic FSR 1 at IDEXX Laboratories Inc.
Alexa GuerraAlexa Guerra
Team Lead Scientist I at Idexx LaboratoriesTeam Lead Scientist I at Idexx Laboratories