David Hartman
Medina,Ohio
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
Calendly
Medina, OH
12.2022 - Current
- Provided technical support through Zendesk to customers by responding to inquiries and resolving issues in a timely manner.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
Training and Development Specialist
DRB
Green, OH
05.2022 - 12.2022
- Developed and implemented comprehensive training programs to meet organizational objectives.
- Conducted assessments to identify areas of improvement for new employees.
- Created instructional materials including manuals, presentations, workbooks, and handouts.
- Delivered technical training sessions for new hires and existing staff members.
- Developed documentation for both a customer facing and an internal knowledge base.
Southeast Regional Lead
DRB
Green, OH
02.2022 - 05.2022
- Collaborated with account executives to coordinate new accounts, identify potential customers and coordinate product demonstrations.
- Cultivated and maintained industry relationships and customer partnerships to capitalize on opportunities and maximize business success.
- Created testing and evaluation procedures to assess team-members performance before, during and after training sessions.
- Analyzed team KPIs on weekly basis through review of in-depth reports.
- Constantly collaborating with team members to identify weak points and devise strategies to improve them.
Level III Technical Representative
DRB
Green, Ohio
11.2019 - 02.2022
- Operate in a completely remote environment and my daily tasks include troubleshooting with customers via live chat, email, and phones, as well as assisting in direct customer care by utilizing applications such as Salesforce, Mitel, and Microsoft’s communication platforms
- Entrusted with training new hires and keeping track of their progress throughout the onboarding process through planned shadowing sessions, and QA review
- Troubleshot malfunctions with systems and programs to pinpoint root cause of issues and restore.
- Trained end-users in best practices to minimize errors and protect key data.
- Integrated new technologies to meet area requirements.
Youth Director
Cornerstone Chapel
Medina, OH
05.2016 - 01.2020
- In charge of a large group of teens in ensuring consistent teaching and leading was delivered to the group on a routine basis
- Heavily involved within curriculum building, event planning, and ensuring the rest of the staff’s responsibilities were always fully met and completed.
- Demonstrated positive social skills to build healthy relationships.
- Scheduled summer activities, field trips and visits to cultural institutions and recreational swimming pools.
- Worked with church leadership, parents and volunteers to establish clear goals and guidelines for church youth.
Education
Associates - Theology
Cornerstone Bible College
01.2020
Restaurant Management
Medina County Career Center
05.2018
Skills
- Network configuration
- User training
- Remote troubleshooting & Customer Service
- Presentations and public speaking
- Post-sales support
- Resource management
- SAAS Experience
- Administrative leadership
- Microsoft Office
- Salesforce
- Zendesk
- Asana
- Live chat experience
- Call center experience
- Client relationships
- Staff training and motivation
- Team building
- Communication
How I can add value
I am an enthusiastic learner and self-starter with a keen eye for detail. I enjoy figuring out new ways to solve problems on a daily basis, as well as discovering new ways to help others and increase efficiency. I'm an effective communicator who is committed to developing interpersonal relationships and providing the best possible experience for our customers and team members.
Timeline
Customer Support Specialist
Calendly
12.2022 - Current
Training and Development Specialist
DRB
05.2022 - 12.2022
Southeast Regional Lead
DRB
02.2022 - 05.2022
Level III Technical Representative
DRB
11.2019 - 02.2022
Youth Director
Cornerstone Chapel
05.2016 - 01.2020
Associates - Theology
Cornerstone Bible College
Restaurant Management
Medina County Career Center