Summary
Overview
Work History
Skills
References
Timeline
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Dominique Woodard

Summary

Solutions-focused Technical Support Manager known for productive and efficient task completion. Possess specialized skills in troubleshooting, technical training, and customer relationship management. Excel in communication, leadership, and problem-solving to enhance team performance and ensure customer satisfaction. Committed to leveraging these abilities to provide exceptional support and drive continuous improvement in technical operations.

Overview

4
4
years of professional experience

Work History

Technical Support Manager

Mend VIP
03.2022 - Current
  • Lead daily operations for the support team, including scheduling, workload distribution, escalations, and coaching.
  • Leverage CSAT to monitor performance and customer satisfaction, consistently averaging 9.3+/10.
  • Client-facing lead and primary escalation point for complex troubleshooting, for rapid resolution.
  • Partner with Product, Engineering, and Implementation teams to share insights, close feedback loops, and drive platform improvements.
  • Team management, including but not limited to onboarding/offboarding, team building, decision-making, and training a high-performing team aligned with company needs.
  • Assist in developing training materials for new employees and ongoing staff development.
  • Resolve customer complaints in an efficient and professional manner.

Tier 2 Support Agent

Mend VIP
  • Established and supported relationships with over 300 healthcare professionals and more than 30 healthcare organizations.
  • Automated workflows using Zapier streamline repetitive tasks for both team and company-wide use.
  • Prioritized and managed over 40 open issues daily while maintaining SLA standards.
  • Created and maintained both an internal and client-facing knowledge base.
  • Tracked and managed hundreds of customer issues via Atlassian for transparency and cross-team collaboration.
  • Handled real-time customer inquiries via LiveChat, ensuring prompt resolution.
  • Leveraged Salesforce to manage customer interactions, track case history, and resolve support requests.
  • Escalated unresolved issues following standard procedures; ensured client satisfaction with proactive follow-up.
  • Maintained knowledge of products and services for effective support.

Skills

  • Team leadership and people management
  • Strategic planning and revenue-building discussions
  • Proficient in Atlassian
  • Proficient in Salesforce
  • Proficient in LiveChat
  • Proficient in Zapier
  • QA testing and documentation
  • Workflow automation and ticket management
  • Software issue resolution
  • Hardware issue resolution
  • Network issue resolution
  • Customer service communication (written & verbal)
  • Team management
  • Customer satisfaction
  • Knowledge base management
  • Relationship building
  • Conflict resolution
  • Performance monitoring
  • Project management experience

References

Gabriel Latorre, Lead QA Analyst, Mend, (407) 916-9978

Timeline

Technical Support Manager

Mend VIP
03.2022 - Current

Tier 2 Support Agent

Mend VIP

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Dominique Woodard