Donald Tarr
Customer Support Manager
Mansfield,OH
Summary
Achieved the highest CSAT Score among anyone on the Customer Success team at Edlio/SchoolInfoApp of 98%, over a 2-year period, managing 3500 tickets and 25k individual users. Possesses a deep understanding of multiple CRM systems in 7+ Years of Customer Success Management and Support. Slashed our customer Churn at Forbes AAC by over 15% by negotiating pricing and fees while ensuring the continuation and enhancements of services.
Owns the Customer experience and guides clients through the onboarding process of various services while driving conversations between multiple departments including Sales and Marketing. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Customer Success Representative
Edlio
Mansfield, OH
03.2021 - 02.2023
- Accomplished 98% CSAT across hundreds of clients, 9 of largest Partner clients and all 3500 tickets and client requests over 2 year time span.
- NPS Score average of 59-68 over 2 year average, increasing by 10 points from DOE
- 2 Years Experience with: Data Integration systems including Slack, Jira, Zoho CRM, and Confluence Experience
- Minimized Churn rate by additional 8% increasing our ARR to 86%
- Owned Customer experience in Customer Facing live chat, email, ticket queues and Zoom meetings
- Created detailed customer facing Knowledgebase in Zoho CRM consistently across sites and all 9 major partners
- Mastered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Streamlined update procedures for support action consistency.
Customer Success Manager, & Network Administrator
Forbes AAC
Mansfield, USA
11.2018 - 03.2021
- Increased ARR to 93% over 3 years timespan.
- Achieved CSAT Score of 86% across entire Helpdesk
- NPS Score of 55 at DOE increased to 72 over 3-year timespan.
- Minimized customer Churn by 15% by negotiating pricing and fees, while ensuring the continuation and enhancements of services.
- Improved efficiency of deployment, maufacturing, and development of Winslates by 80% utilizing Clonezilla imaging software.
- Zero team turnover over 3-year period.
- Developed the Winslate Dashboard for Winslate 12, and ProSlate 11 ALS devices.
- Created new images for Winslate Adapta ALS device and deployed new AAC IRIS Bond Duo and Hiru eye trackers
- Implemented “Three, Two, One” backup strategy for company data and recovery processes utilizing Synology NAS Replication and offsite Datto workstation & server backups.
- Implemented remote workforce during the Covid-19 Pandemic
- Achieved a 98% uptime throughout the process.
- Drove Development and implementation of product across 3 model types while maintaining
Customer Success Manager & ITA Technician
Info-Link Technologies
Mount Vernon, USA
02.2016 - 10.2018
- Achieved CSAT Score of 87%
- Achieved ARR of 82% leading to promotion of on-site technician of one of largest clients, managing 5 sites and supporting 80 Users
- Assisted in infrastructure upgrade for nation- wide client across 160 stores
- Microsoft Server & PC Operating System and Software Experience
- Managed new and existing Backup Software Products for 115 clients nation-wide
- Deployed new network solutions to multi-site clients (ranging from 5 sites to as many as 160)
- Created and maintained comprehensive customer facing knowledgebase articles for internal and external use.
- Monitored metrics and developed actionable insights to improve efficiency and performance
Customer Success Manager & IT Technician
Knox County Head Start
Mount Vernon, USA
01.2016 - 01.2017
- Achieved CSAT score of 96% with this on-site client
- Zero customer churn, zero team turnover.
- Implemented image-based deployments increasing PC deployment times by 2.5x
- Served as part of a single point of response for the School-wide technical needs -Functioned as the primary trainer of new workers & teachers -Maintained a database of hardware and software -Acted as a liaison between the Helpdesk and
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Mentored team members to promote productivity, accuracy, and commitment to friendly service.
Helpdesk Manager
Mount Vernon Nazarene University
Mount Vernon, OH
03.2015 - 06.2015
- Decreased resolution time from average of 2.5 hours to 49 minutes across all campuses
- Achieved CSAT of 75% or higher for first time in Campus's history
- Implementation of Motherboard App decreased incoming ticket queue by 56% through automated, chat-based troubleshooting feature.
- Drove development and Implementation of Motherboard App.
- Zero team turnover.
- Implemented Weekly Wednesday Workshops, leading to decrease in incoming tickets from Teachers, Staff, & Administration by 18%
- Recruited, trained and supported help desk technicians and representatives.
- Deploy printers, computer sets, scanners, and various other equipment around campus and track which buildings and
offices have what equipment.
Human Intelligence Collector
US Army
Fort Bliss, TX
06.2006 - 06.2011
- Battalion Soldier of the Year 2009-2010
- Battalion Soldier of the Quarter (x2)
- Wrote High Impact Mission Reports and reported directly to O6, Colonel during 2009-2010 Iraq Deployment.
- Army Presidential Unit Citation, Meritorious Service Medal, Army Commendation Medal, Army Good Conduct Medal, Armed Forces Expeditionary Medal, Armed Defense Service Medal, Army Achievement Medal, Iraq Campaign Medal
- Supervised and conducted Human Intelligence (HUMINT) Collection Operations. Operations include screenings, debriefings, interrogations of civilians on battlefield (COB), enemy prisoners of war (EPW) and detainees to establish priorities for exploitation; source operations within area of intelligence responsibility; triage and exploitation of captured or confiscated documents and media.
- Identified adversarial elements, intentions, compositions, strength, dispositions, tactics, equipment, personnel and capabilities.
- Prepared highly detailed intelligence and administrative reports; utilizes communications equipment; capable and trained in use of interpreter/translator operations; under Counterintelligence (CI) supervision, plans and participates in CI source and Force Protection Operations (CFSO).
- Conducted debriefings and interrogations of HUMINT sources.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
Education
BBA - Business Management, Marketing
Mount Vernon Nazarene University
Mount Vernon 05.2015 - 05.2019
Skills
Jira, Confluence, & Slack Integrated Data Systems
undefinedTimeline
Customer Success Representative
Edlio
03.2021 - 02.2023
Customer Success Manager, & Network Administrator
Forbes AAC
11.2018 - 03.2021
Customer Success Manager & ITA Technician
Info-Link Technologies
02.2016 - 10.2018
Customer Success Manager & IT Technician
Knox County Head Start
01.2016 - 01.2017
BBA - Business Management, Marketing
Mount Vernon Nazarene University
05.2015 - 05.2019
Helpdesk Manager
Mount Vernon Nazarene University
03.2015 - 06.2015
Human Intelligence Collector
US Army
06.2006 - 06.2011
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