Erik Miles
Savage,MN
Summary
Reliable Technical Support Manager with progressive career history leading support teams in call centers. Proven strengths in developing people and improving processes. Seeking opportunity in fast-paced environment with service-oriented mission.
Overview
17
17
years of professional experience
Work History
Customer Service Technical Support Manager
Starkey Hearing Technologies
Eden Prairie, MN
12.2006 - Current
- Provided technical support to customers and managed the team of problem solvers responsible for resolving customer issues.
- Developed, implemented, and monitored service level using Cisco and 2 Ring. Call quality review monthly.
- Maintained system documentation and tracked hardware and software bugs and solutions.
- Help with bug events for software and hardware,, for products to come to market.
- Performed analysis of new technologies and trends in order to develop strategies for improving customer service operations.
- Assisted in developing training materials for customer service staff members.
- Worked closely with other departments such as sales, marketing, engineering, finance, IT., to improve customer experience.
- Analyzed customer feedback data to identify areas where improvements can be made in product or service delivery.
- Collaborated with vendors in order to resolve complex technical problems quickly and efficiently.
- Provided guidance and mentorship to junior team members on troubleshooting techniques and best practices.
Education
Associate of Arts - Marketing
Chowan University
Murfreesboro, NC05-1986
Skills
- Scheduling
- People Development
- Technical Troubleshooting
- Escalation management
- Customer communications
- Incident Management
- Remote Support
- Staff Training
- Training and mentoring
- Operations Management
- Customer Support
References
References available upon request.
Timeline
Customer Service Technical Support Manager
Starkey Hearing Technologies
12.2006 - Current
Associate of Arts - Marketing
Chowan University
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