DEREK GREEN
Sonora,US
Summary
Professional with strong background in managing technical client relationships and delivering impactful solutions. Skilled in troubleshooting, software implementation, and providing tailored support, ensuring client satisfaction and loyalty. Highly collaborative team player focusing on achieving results and adapting to changing needs. Reliable and versatile with strong foundation in technical knowledge and excellent communication skills.
Overview
15
15
years of professional experience
1
1
Certificate
Work History
Technical Account Manager
Inmoment, Inc
09.2021 - Current
- Serve as the primary contact for technical support, responding to routine inquiries and troubleshooting minor issues with InMoment products and services for enterprise SaaS clients across diverse sectors.
- Utilized HTML, CSS, and JavaScript to create visually appealing and responsive web pages that met client requirements.
- Increased client satisfaction by promptly addressing technical issues and providing tailored solutions, increasing customer satisfaction by 13%.
- Deliver in-depth product training for customers, enhancing their understanding and usage of the technology.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
Technical Account Manager
Becton Dickinson
04.2021 - 09.2021
- Acted as primary technical support contact, addressing inquiries and troubleshooting B&D products.
- Managed multiple high-value healthcare accounts with strong organizational and prioritization skills.
- Provided onsite deployment support, including configuration, testing, and training for B&D products.
- Led cross-functional teams to develop customized solutions, achieving 10% increase in client satisfaction.
- Enhanced database performance by optimizing SQL queries and indexing strategies.
Data Center Technician
Microsoft
05.2020 - 08.2020
- Optimized data center performance through regular equipment audits and updates, ensuring functionality.
- Streamlined hardware installation processes, reducing deployment time and potential errors.
- Managed and resolved approximately 30 tickets daily from customers.
- Installed and managed structured cabling infrastructure for efficient network operations.
- Relocated and installed shelves, power strips, rails, servers, and switches to improve organization.
IT Support Manager
Robert Half
04.2019 - 03.2020
- Managed daily operations to ensure smooth functioning of the support department.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Monitored employee and customer interactions to assess quality of service.
- Executed regular performance reviews to deliver constructive feedback and promote professional growth.
- Compiled comprehensive reports on team performance, pinpointing strengths and opportunities for enhancement, increase customer satisfaction by 10%.
Technical Support Manager
Tesla
03.2017 - 04.2019
- Scale, lead, train, and promote career development of Service (customer care and technical team) of 32 direct reports.
- Ensure successful launch readiness for Model 3 through training initiatives and presenting KPI progress and support needs directly to Director and VP of Tesla Service.
- Utilized root cause analysis to reduce recurring issues, increasing customer contentment by 12% and 10% Issue Resolution.
- Initiated cross-departmental projects to optimize workflows and minimize service delays.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
Client Experience Manager
TaskUs
07.2016 - 02.2017
- Managed high-value accounts (Zoom, DoorDash, Turo Inc., and Uber), consistently exceeding expectations and cultivating trust among stakeholders.
- Collaborated with cross-functional teams in the US and Philippines to integrate client feedback into product development processes.
- Provided guidance to support teams (Tier 1, Tier 2, Tier 3) in Manila, Philippines.
- Monitored and increased agent productivity by 10% by identifying and implementing process change
- Increased customer satisfaction by 15% by identifying key drivers via root cause analysis to improve overall customer experience
- Reduced churn rate by identifying at-risk clients early and implementing targeted interventions.
MacOS/iOS Technical Support Manager
Apple
10.2012 - 07.2016
- Managed (remotely) Tier 2, and Tier 3 Technical Support Specialists team of 22 agents (phone/chat) in North America.
- Elevated customer satisfaction to 93% through strategic process enhancements and real-time coaching.
- Developed comprehensive training modules merging Apple ecosystem expertise with exceptional customer service.
- Enhanced knowledge base with over 200 articles, reducing repeat inquiries by 32%.
- Optimized workflows by analyzing customer feedback and implementing targeted process improvements.
Manager of Customer Care (Streaming Division)
Netflix
10.2010 - 03.2012
- Led team of 25 Customer Care and Streaming Support Specialists.
- Managed and motivated employees to be productive and engaged in work to meet and exceed quality service goals.
- Pioneered UK market expansion, establishing infrastructure and achieving significant growth.
- Enhanced cross-functional operations by integrating performance analytics with real-time feedback, raising issue resolution from 80% to 90%.
- Developed KPI tracking system for executive reporting, enabling data-driven decisions.
Education
Bachelor of Science - Computer Science
Portland State University
Portland, Ore06.2010
Skills
- SaaS deployment and cloud solutions
- Web development with Python and JavaScript
- API development and integration
- Client onboarding and training
- Public safety software solutions
- IT infrastructure management
- Sales support and CRM expertise
- ITIL framework knowledge
- Software development practices
- Kubernetes management
Timeline
Technical Account Manager
Inmoment, Inc
09.2021 - Current
Technical Account Manager
Becton Dickinson
04.2021 - 09.2021
Data Center Technician
Microsoft
05.2020 - 08.2020
IT Support Manager
Robert Half
04.2019 - 03.2020
Technical Support Manager
Tesla
03.2017 - 04.2019
Client Experience Manager
TaskUs
07.2016 - 02.2017
MacOS/iOS Technical Support Manager
Apple
10.2012 - 07.2016
Manager of Customer Care (Streaming Division)
Netflix
10.2010 - 03.2012
Bachelor of Science - Computer Science
Portland State University
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
- SQL for Data Science Professional - University of California UC Davis
- Front-End Developer Certificate - Duke University
- Network+ - CompTIA
- Certified Solutions Architect - Amazon Web Services
Work Preference
Work Type
Full TimePart TimeContract WorkGig WorkWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionPaid time offHealthcare benefitsPaid sick leave401k matchSimilar Profiles
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