Dustin Aldridge
Aubrey,TX
Summary
Highly-motivated contributor with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Strong desire to participate within an organization that the skills and work ethic developed during my service in the U.S. Navy and employment at SiteMinder can be utilized to benefit the company and myself. Authorized to work in the US for any employer.
Overview
18
18
years of professional experience
Work History
Premium Services Manager
SiteMinder
Dallas, TX
01.2018 - Current
- Manage a high-performing team of three Premium Services Consultants
- Created and ran reporting to review KPIs for team members
- Performed Quality Assurance on team members calls and cases to ensure premium quality customer service
- Regularly conduct coaching/mentoring (1:1) sessions with team members while providing feedback for areas of opportunity as applicable
- Ran reports to review SLA metrics of cases for third-party priority partners and direct VIP customers/ groups
- Assist in resolving technical support cases raised by third-party priority partners, direct VIP customers/ groups, and escalated cases from our first-line support teams
- Participate in global meetings with regional offices to discuss metrics
- Project lead for a new global initiative to aid in more efficient troubleshooting and escalation practices
- Collaborate in global beta projects.
Level 2 Support Technician
SiteMinder
Dallas, TX
11.2014 - 12.2017
- Handled inbound calls and cases from third-party customers for issues experienced by their direct customers
- Ensured cases were picked up, investigated, and solved in a timely manner to meet high SLA (Service
- Level Agreement)
- Investigated escalated cases from SiteMinder Level 1 Support
- Successfully provided 100% SLA on cases raised for multiple months
- Viewed as a subject-matter expert for multiple products within the company.
Level 1 Support Technician
SiteMinder
Dallas, TX
08.2014 - 11.2014
- Handled calls by our customers utilizing our products in an inbound call center
- Provided resolution to cases raised by our customers via e-mail or submitted online and in-product
- Created and edited support troubleshooting articles in our internal knowledge base.
Customer Technical Support Representative
Intuit
Plano, TX
11.2011 - 04.2014
- Supported three company based software products - Lacerte, ProSeries, & QuickBooks
- Handled inbound calls from customers to resolve issues encountered by the customer during use of the software
- Educate clients on known issues
- Educate clients on best practices and navigation/use of the software, as well as self-troubleshooting opportunities available via an external knowledge base
- Educate clients on methods to submit enhancement requests for the products as necessary
- Make outbound calls to clients as necessary
- Accurately document all information for each service request utilizing Siebel and CRM to ensure an accurate tracking of issues and requests
- Escalated service requests to the Technical Assistance Group (TAG) for tier 2 support as necessary via Siebel and CRM
- Created and lead a project which improved company and agent scores for customer satisfaction for support, company/agent caring, and overall customer service
- Earned reputation for resolving customer problems in an efficient and professional manner
- Created articles as necessary for use in the internal and external knowledge base
- Mentored and monitored 8 coworkers with technical writing to be published for use in an internal and external knowledge base
- Assisted fellow coworkers with difficult to resolve issues presented by customer calls
- Tested possible bugs/defects within the software(s) that were discovered, either by client or agent, and submitted a defect ticket with a test file to development for further investigation
- Skills Acquired: Customer care relations, multi-tasking, data entry, listening, issue resolution, prioritizing, technical writing/mentoring, coaching, problem-solving/troubleshooting, verbal/written communication, and resolving conflict
Petty Officer Second Class
United States Navy
, United States, Japan
04.2005 - 04.2009
- Served a four year term as a Surface fleet Sonar Technician on the U.S.S Stethem DDG 63 in Yokosuka
Education
AS - Science
Collin College
01.2013
Skills
- Analytical/Critical Thinking
- Coaching and Mentoring
- Conflict Resolution
- Customer Service
- Experience with Siebel /CRM / Salesforce /Zendesk
- Help Desk Experience
- Managerial skills
- Problem Solving
- Proficient in Microsoft Excel / Outlook / PowerPoint / Word 2003 & 2010
- Team Collaboration and Leadership
- Technical Support and Troubleshooting
- Technical Writing
- Software Troubleshooting
- Quality Assessment of Agent Calls/Cases
- Verbal and Written Communication
Accomplishments
- Received Good Conduct, Navy and Marine Corps Achievement Medal during naval service
- Received Honorable Discharge in 2009
- Won employee of the year for 2015 and Employee of the quarter 2018 at SiteMinder
Additional Information
- Held a Secret Clearance while in the United States Navy.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Premium Services Manager
SiteMinder
01.2018 - Current
Level 2 Support Technician
SiteMinder
11.2014 - 12.2017
Level 1 Support Technician
SiteMinder
08.2014 - 11.2014
Customer Technical Support Representative
Intuit
11.2011 - 04.2014
Petty Officer Second Class
United States Navy
04.2005 - 04.2009
AS - Science
Collin College