Edward Goodwin
513 N 22nd Pl
Mesa,AZ
Summary
Industrious and enthusiastic Manager proven to consistently meet productivity goals and business and customer service objectives. Skillfully works with all employees to enhance performance and improve day-to-day processes. Diplomatic in resolving customer issues to maximize satisfaction and meet targeted service level.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work History
Technical Service Representative
Chime Technology Inc.
Phoenix, AZ
05.2022 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
- Documented support interactions for future reference.
Neighbor Solutions Expert - Remote Tech 3
Ring Inc.
Phoenix, AZ
08.2015 - 09.2021
- Maintained quality assurance and customer satisfaction objectives.
- Recommended products to customers, thoroughly explaining details.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Applied critical thinking and research to address complex issues.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Supervisor of Operations
TeleTech
Tempe, AZ
05.2008 - 05.2016
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Formulated processes to reduce downtime and financial loss.
- Reviewed operations reports to understand numbers and trends.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Spearheaded department training to enhance employee performance and boost employee productivity.
- Led improvement initiatives to advance operational efficiencies.
Team Supervisor
ACS, Xerox
Tempe, AZ
09.1998 - 05.2007
- Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members.
- Mentored and guided employees to foster proper completion of assigned duties.
- Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets.
- Managed performance reviews for 25 employees, analyzing individual employee achievements and overall trends in workforce execution metrics.
- Implemented new working processes to deliver multiple improvements.
Education
Bachelor of Science - Accounting And Business Management
University of Phoenix
Tempe, AZ 04.2004 - 11.2007
Skills
Mac systems
Support Ticket Triage
Remote Diagnosis
Technical Support
Videoconferencing
Staff education and training
Issue troubleshooting
Communications management
Business Development
Affiliate Marketing
Accomplishments
- I have created a business department from concept to implementation. Managed that business department to success and helped to develop the training materials for employees in that department.
- I have assisted in development of Manager training programs.
- Created a corporate wide mentorship program.
- Completed 2 Affiliate Marketing programs.
Timeline
Technical Service Representative
Chime Technology Inc.
05.2022 - Current
Neighbor Solutions Expert - Remote Tech 3
Ring Inc.
08.2015 - 09.2021
Supervisor of Operations
TeleTech
05.2008 - 05.2016
Bachelor of Science - Accounting And Business Management
University of Phoenix
04.2004 - 11.2007
Team Supervisor
ACS, Xerox
09.1998 - 05.2007