David McDougal
Senior Customer And Technical Support Advocate
Summary
Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
1
1
Certificate
1
1
Language
Work History
Senior Support Representative Specialist
WiTopia Inc.
06.2008 - 12.2023
- Delivered exceptional service levels by maintaining up-to-date knowledge on emerging technologies relevant to the company''s offerings.
- Fostered a culture of collaboration and open communication within the support team, resulting in improved morale and higher employee retention rates.
- Managed escalated customer cases, successfully negotiating resolutions that balanced company policies and client needs.
- Provided expert guidance on product features and usage, ensuring optimal user experience.
- Played an integral role in the successful launch of new products by providing pre-launch testing feedback and post-launch support expertise.
- Exceeded performance metrics consistently by maintaining a high level of customer service excellence.
- Tracked KPIs and created continuous improvement plans.
- Developed and implemented training initiatives for new hires.
Network Operation Center Technician
SunRocket
02.2007 - 08.2007
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Provided primary customer support to internal and external customers.
- Sought ways to improve processes and services provided.
- Cross-trained and backed up other customer service managers.
Technical Support Engineer
Patton Electronics
01.2004 - 03.2007
- Built long-lasting relationships with key accounts through consistent delivery of outstanding technical support and service.
- Contributed to sales efforts by providing pre-sales technical consultations, addressing prospective client concerns regarding product functionality and compatibility.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Documented faults and bugs for referral to development staff for use in updates.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
Education
Certification - SEO (Search Engine Optimization)
Bruce Clay SEO
San Diego, CADiploma - General Studies
North Hennepin Community College
Edina, MNCompleted coursework towards High School Diploma - undefined
Orono High School
Orono, MNSkills
Sales Support
Training and mentoring
Stress Tolerance
CRM Systems Knowledge
Remote Support Capabilities
Staff Training
Scheduling
Remote Support
Escalation management
Customer de-escalation
Network Administration
Hardware support
Technical Troubleshooting
Account Management
Problem-solving aptitude
Complaint resolution
Product and service knowledge
Sales closing
Project management abilities
Certification
Real Estate License
Timeline
Senior Support Representative Specialist
WiTopia Inc.
06.2008 - 12.2023
Network Operation Center Technician
SunRocket
02.2007 - 08.2007
Technical Support Engineer
Patton Electronics
01.2004 - 03.2007
Certification - SEO (Search Engine Optimization)
Bruce Clay SEO
Diploma - General Studies
North Hennepin Community College
Completed coursework towards High School Diploma - undefined
Orono High School
Awards
DECA (Distributed Economics Club of America) State Finalist
References
References available upon request
Awards
DECA (Distributed Economics Club of America) State Finalist
References
References available upon request