Eric Engberg
Durham,NC
Summary
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. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
Work History
Onboarding and Escalations Manager
AdvisorEngine
02.2020 - 01.2024
- Identified and implemented new policies and processes resulting in a significant decrease in the amount of time it takes to onboard a new client.
- Monitored and enforced initiatives set forth by upper management to ensure the team achieved goals for onboarding clients in a timely and efficient manner by identifying Key Performance Indicator (KPI) metrics and designing user-friendly dashboards to present complex data in a visually appealing manner, enhancing comprehension among stakeholders and eliminating the use of spreadsheets to track KPIs.
- Reduced manual workload and increased efficiency by streamlining processes by creating software automations and templates to create new projects, service tickets, and email new onboarding clients.
- Collaborated with other teams and departments to resolve escalated client issues, identifying opportunities for improvement, and implementing changes resulting in an improved client experience.
- Displayed professional demeanor by staying calm using industry expertise, customer service skills and analytical nature when addressing unhappy or angry customers resulting in improved customer relationships.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Data Migration Supervisor
AdvisorEngine
04.2018 - 02.2020
- Supervised the Data Migrations team in its day-to-day activities including migrating new clients onto the software and creating custom reports for clients.
- Monitored team performance and processes to identify and implement process changes to shorten the time it took to complete data migrations and improve the client experience.
- Worked with team leads and supervisors to resolve escalated client data issues and adjust policies and processes resulting in improved customer satisfaction.
- Evaluated customer needs and feedback to drive service improvements.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
Data Migration / Custom Report Specialist
Junxure
01.2013 - 04.2018
- Assisted in onboarding new clients who purchased a data migration from their old Customer Relationship Management (CRM) software to Junxure.
- Worked with customers in developing custom solutions to meet their reporting needs with Junxure software products.
- Instrumental in assisting management in developing the processes and procedures for the custom reporting service.
- Actively participated in meetings with clients or stakeholders, presenting findings effectively through clear communication techniques.
- Mentored junior staff members in developing their own expertise within the field of reporting and migrating data.
- Utilized specialized software to capture and process data.
Escalation Lead
Junxure
09.2012 - 08.2013
- Performed the duties of a Technical Support Specialist as well as assisting Tier one support in resolution of support calls in relation to software products sold by the company.
- Take over tier one support calls when a timely resolution for the client's issue cannot be found.
- Resolved escalated customer issues by implementing effective problem-solving strategies and providing efficient solutions.
- Managed high-stress situations with a calm demeanor, prioritizing customer concerns and ensuring timely resolutions.
- Collaborated with cross-functional teams to address systemic issues that led to recurring escalations, resulting in long-term improvements.
- Mentored junior staff members in handling challenging situations, increasing their confidence and expertise in managing tough cases effectively.
Technical Support Specialist
Junxure
08.2010 - 09.2012
- Provided technical support for clients who purchased Junxure software.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Trained and mentored new hires on technical support procedures, contributing to overall team success and performance improvement.
- Assisted in the development of internal knowledge base articles to expedite issue resolution for both peers and customers.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
IT Manager
FirstPoint Management Resources
09.2004 - 03.2009
- Managed technology solutions and hardware for the company on a day-to-day basis.
- Identified ways to cut costs and enhance technology solutions.
- Provide hardware, network, and software desktop support in a Windows desktop environment.
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
- Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization''s IT landscape.
- Delivered strategic guidance on technology investments by conducting thorough market research and presenting recommendations to senior leadership.
- Demonstrated familiarity with latest hardware, software and networking technology.
- Built, repaired and installed computer-related hardware based on deployment procedures.
Education
Bachelor's Degree in Psychology -
Dickinson College
Carlisle, PA05.1996
Skills
- Customer Relationship Management
- Data Analysis and Reporting
- Operations and Process Improvement
- Coaching and Mentoring
- Team Management and Leadership
- Analytical Skills and Problem Solving
- Cross-functional Collaboration
- Complaint Investigation and Conflict Resolution
- Critical Thinking and Idea Development
- Documentation and Reporting
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Onboarding and Escalations Manager
AdvisorEngine
02.2020 - 01.2024
Data Migration Supervisor
AdvisorEngine
04.2018 - 02.2020
Data Migration / Custom Report Specialist
Junxure
01.2013 - 04.2018
Escalation Lead
Junxure
09.2012 - 08.2013
Technical Support Specialist
Junxure
08.2010 - 09.2012
IT Manager
FirstPoint Management Resources
09.2004 - 03.2009
Bachelor's Degree in Psychology -
Dickinson College
References
References available upon request.
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