Christopher Woodward

Team Lead | Technical Support II |

DellEMC |

Draper, UT

03.2016 - Current

Delegated tasks appropriately according to individual skill sets.
Played an instrumental role in meeting customer expectations through detailed technical analysis of issues concerning system backups, data integrity maintenance within node environments.
Supported the manager in developing plans for future projects, initiatives and objectives.
Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
Developed strategies to increase team productivity and improve customer service levels.
Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
Efficiently drive case load through technical assistance to team members
Demonstrated strong customer orientation and outstanding phone etiquette with a dedicated work ethic.
Collaborated with other departments to develop effective solutions that meet customer needs.
Resolved escalated customer complaints or queries promptly and efficiently.
Achieved success while remaining composed and focused in stressful environments.
Held regular one-on-one coaching sessions with staff members to encourage personal development.
Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
Applied field-specific knowledge and a proactive mindset to effectively address and resolve issues in real-time.
Delegated daily tasks to team members to optimize group productivity.
Developed knowledge-based articles for future diagnostic support
Adhered to a customer-first mindset by effectively utilizing strong verbal and written skills for prompt communication.
Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
Implemented strategies to drive operational excellence through high-quality closures.
Ensured high levels of satisfaction by promptly addressing and resolving customer complaints and issues.
Identified software bugs and feature requests, while coordinating with the relevant team for handling.
Provided timely responses to customer-initiated interactions including phone calls and emails.
Assisted customers with emergency support needs during non-business hours on a rotational schedule, in collaboration with other team members.
Implemented a customer-centric approach to support, facilitating regular communication with clients and successfully resolving all issues in a timely manner.
Possessing excellent written and verbal communication skills, which have been effectively utilized in real world scenarios.
Delivered excellent customer service by exhibiting traits such as patience, understanding, and empathy.
Adapted to new processes by utilizing knowledge base articles and playbook, making valuable enhancements.
Proven track record of tackling projects with efficiency and effectiveness, garnering trust and confidence from team members.
Experienced in a SaaS environment, with knowledge of web applications, networking, internet communication protocols, APIs and programming languages.