Erik Lindstrom
Avon-by-the-Sea,NJ
Summary
Flexible Technical Support Engineer and Customer Success Champion with 18+ years of experience maintaining relationships, analyzing clients' unknown needs to improve their operations, and leading by example with empathy and drive. Commended for rapidly and effectively resolving customer friction, training new employees, and pivoting to multiple tasks and areas with ease.
Overview
17
17
years of professional experience
Work History
Customer Success Manager
Jobvite
Remote, NJ
02.2022 - Current
- Created customer support strategies to increase customer retention.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Technical Support Engineer
ICIMS
Holmdel, NJ
02.2019 - 04.2020
- Utilized core competencies to provide unique and positive experiences for each client and their needs, evidenced by multiple customer feedback comments
- Maintained positive and upbeat demeanor, providing support for new and tenured colleagues whenever needed
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Worked with platform teams on reported errors and bugs on newly released software and assisted in release fixes
- Retained existing clients and developed new accounts by extending high quality and efficient support service
Genius
Apple
Freehold, NJ
09.2013 - 01.2019
- Analyzed and resolved hardware and software issues on all Apple computers, portable devices, and accessories, both first- and third-party in company-dictated time frames
- Practiced various levels of empathy based on each customer situation while still maintaining company policy to help their next steps
- Held top Customer Satisfaction position within technician team for two straight years
- Added to Apple's Mentor Team, responsible for training new hires in multiple store roles, within 5 months of employment
- Consistently demonstrated positive and encouraging attitude towards role and team
Home Life Supervisor
Best Buy
South Brunswick, NJ
03.2008 - 04.2013
- Maintained visual standards of store, with specific attention placed on Home Theater, Appliances, and Customer Service departments
- Led team to be one of 12 stores to win 2010 Best Buy Achievers award through combination of sales numbers and customer satisfaction
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Developed team communications and information for meetings
- Managed team of 30 employees, overseeing hiring, training, and professional growth of employees
Assistant Program Director
Art Beins Karate
Freehold, NJ
05.2002 - 03.2007
- Ran martial arts and cardio kickboxing classes for classes of all skill levels and ages starting at age 15
- Used position to build positive reputation as role model to children and parents alike
- Revised policies and developed and implemented training programs to increase productivity of organization
- Conducted performance reviews to provide feedback to students and parents
- Set numerous sign-up and recurring contract records with EFC, a Martial Arts billing solutions company
Education
High School Diploma -
Howell High School
Farmingdale, NJ06.2005
Skills
- Hardware and Software Repair
- Interpersonal Skills
- Collaborative Team Player
- Active Listening
- Friendly and Patient
- Multitasking and Prioritization
- Remote Technical Support
- Positive and Upbeat
- Client service optimization
- Staff mentoring & leadership
- Strategic communications
- Inter-department collaboration
Timeline
Customer Success Manager
Jobvite
02.2022 - Current
Technical Support Engineer
ICIMS
02.2019 - 04.2020
Genius
Apple
09.2013 - 01.2019
Home Life Supervisor
Best Buy
03.2008 - 04.2013
Assistant Program Director
Art Beins Karate
05.2002 - 03.2007
High School Diploma -
Howell High School