Summary
Overview
Work History
Education
Skills
Work Availability
Work Preference
Software
Websites
Interests
Timeline
Hi, I’m

Eddie Hockenbury

Burlington,VT
Eddie Hockenbury

Summary


I am a Technical Support Specialist with comprehensive experience in technical troubleshooting, product training and customer service. In my role, I am known for being a strong team collaborator and for adapting to changing needs. I'm looking to apply my experience to the Renewable Energy Industry, which I have been passionate about since receiving my Bachelor's Degree in Community and International Development.

Overview

9
years of professional experience

Work History

Cox Automotive

Lead Technical Support Specialist, Dealer.com
11.2022 - Current

Job overview


  • Completed scaled support initiatives for the new Assist Department, including a monthly training procedure for contracted employees and writing product documentation for on-call use.
  • Created a new methodology for gathering information and asking questions that was adopted across all Dealer.com Support Teams, which contributed to all teams in Support meeting monthly
  • Managed a large inventory migration project for a new client by partnering with other departments within Cox Automotive. The successful inventory migration generated $5 Million in new business for Dealer.com in 2024,
  • Achieved our team goal of increasing the independent case resolution rate by our Analysts to over 80%.
  • Exceeded the monthly goal of 200 closed cases with over 300 in the past 6 months with a 100% CSAT score.
  • Recipient of the Cox Automotive 5 Star Service Award in Quarter 4 of 2024 for my team-leading project completion record and commitment to assisting clients.

Cox Automotive

Technical Support Specialist II, Dealer.com
06.2021 - 11.2022

Job overview

  • Top performer for Frontline Support in case closures, inbound calls and customer satisfaction scores.
  • Consistently volunteered and resolved high-priority cases and client escalations with strict deadlines.
  • Mentored 3 new hires in a 1 on 1 capacity while maintaining my normal level of productivity

South Burlington High School

Head Junior Varsity Basketball Coach
11.2015 - 03.2020

Job overview

  • Created and implemented innovative practice plans, game strategies and team-building exercises to optimize team and player growth while effectively communicating expectations.
  • Cultivated a team culture that emphasized work ethic, teamwork, and a flexible style of play. These points of emphasis contributed to 4 winning seasons and helped over 50% of my players advance in the program.

Education

University of Vermont
Burlington, VT

Bachelor of Science from Community And International Development
05-2019

University Overview

  • Relevant Coursework: Renewable Energy Development, Sustainable Community Growth & Crisis Communications
  • Dean's List: Spring 2016, Spring 2017, Fall 2017
  • Public Speaking Course Lab Instructor: Fall 2017 and Fall 2018
  • UVM Football Club Treasurer & President: 2016 - 2018
  • Study Abroad: Newcastle University, UK: Education and Community Development

Skills

  • Technical Troubleshooting
  • Customer support
  • Team Collaboration
  • Client Training
  • Product Documentation
  • Project Oversight
Availability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

HybridOn-SiteRemote

Important To Me

Career advancementCompany CulturePersonal development programsWork-life balance

Software

Salesforce

Microsoft Office

Proprietary Website Editor

Proprietary Data Management System

Leads CRMs

Interests

Team Sports

Traveling

Cooking

Outdoor Activities

Timeline

Lead Technical Support Specialist, Dealer.com

Cox Automotive
11.2022 - Current

Technical Support Specialist II, Dealer.com

Cox Automotive
06.2021 - 11.2022

Head Junior Varsity Basketball Coach

South Burlington High School
11.2015 - 03.2020

University of Vermont

Bachelor of Science from Community And International Development

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Eddie Hockenbury