Christopher Lee
Smyrna,DE
Summary
Proven track record in enhancing customer experience and portfolio management, notably at Axispoint Technology Solutions Group, Inc. Excelled in complaint handling and customer service, driving significant improvements in client satisfaction. Demonstrated strong leadership and technical proficiency, ensuring optimal service delivery and account growth. Skilled in both team collaboration and independent problem-solving.
Overview
23
23
years of professional experience
Work History
Customer Experience Executive
Axispoint Technology Solutions Group, Inc.
03.2024 - Current
- Offered direction and gave constructive feedback to motivate team members.
- Kept current on market and product trends to appropriately answer customer questions.
- Built customer confidence by actively listening to concerns and giving resolutions.
- Collaborated with internal stakeholders to close gaps and improve customer experience.
- Managed accounts to retain existing relationships and grow share of business.
Service Delivery Manager
Axispoint Technology Solutions Group, Inc.
04.2019 - 03.2024
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Facilitated completion of deliveries and verified documentation.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Contributed to internal and external account reviews.
Customer On Boarding Engineer
MTM Technologies
01.2017 - 04.2019
- Wrote, reviewed and edited technical document in accordance with template requirements.
- Provided input to team lead regarding areas for process and procedural improvement.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
NOC Supervisor
MTM Technologies
06.2014 - 01.2017
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Analyzed network traffic and performance metrics to optimize system performance.
- Diagnosed and resolved hardware and software issues.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
NOC Analyst
MTM Technologies
03.2011 - 06.2014
- Diagnosed and executed resolution for network and server issues.
- Designed and evaluated WAN and LAN connectivity technologies.
- Monitored network hardware operations to evaluate proper configuration.
- Strengthened communication skills through regular interactions with others.
- Worked flexible hours across night, weekend, and holiday shifts.
- Skilled at working independently and collaboratively in a team environment.
Army Soldier
United States Army
01.2002 - 04.2009
- Identified issues, analyzed information and provided solutions to problems.
- Organized and detail-oriented with a strong work ethic.
- Worked effectively in fast-paced environments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
Education
High School Diploma -
William Penn High School
New Castle, DE06.2001
Skills
- Customer Portfolio Management
- Customer Service
- Complaint Handling
- Contract Management
- Account Management
- Customer Trend Analysis
- Customer Billing
- Review of contracts
Timeline
Customer Experience Executive
Axispoint Technology Solutions Group, Inc.
03.2024 - Current
Service Delivery Manager
Axispoint Technology Solutions Group, Inc.
04.2019 - 03.2024
Customer On Boarding Engineer
MTM Technologies
01.2017 - 04.2019
NOC Supervisor
MTM Technologies
06.2014 - 01.2017
NOC Analyst
MTM Technologies
03.2011 - 06.2014
Army Soldier
United States Army
01.2002 - 04.2009
High School Diploma -
William Penn High School
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